IT Support / Help Desk Specialist

IT Support/Help Desk SpecialistThe IT Support / Help Desk Specialist is responsible for assisting the IT department in maintaining the company's computer systems, printers, computer hardware, and providing technical support to employees across BradyPLUS locations. This role assists with the daily administration of a network/server environment, installs upgrades, patches, and new applications and equipment, and supports and enforces disaster recovery, security, and backup and restore plans. The IT Support Specialist serves as a primary point of contact for end-user technical support, managing incidents and service requests through Fresh service while meeting established SLAs. The role encompasses endpoint management via Microsoft Intune, Microsoft 365 administration, Active Directory user lifecycle management, 8x8 phone system support, and adherence to BradyPLUS IT security and compliance policies. As BradyPLUS continues to grow through acquisitions and integrations, this position plays a vital role in ensuring seamless IT operations and exceptional service delivery across the enterprise. This position requires full-time onsite work.Responsibilities Include:Complete call center tickets for help desk calls and document resolutionsMonitor help desk calls throughout the day and prioritize/assign completion of tasksMaintain network operations as directed, including: all PC software, hardware, security, firewall/VPN, phone system, upgrades & research, building security (key fob/keypad), copiers, printers, voicemail, and phone systemMonitor and administer backups, reviewing logs, and running various other proceduresSet up and assign user access to network shares & filesSet up and assign user ERP & CRM securityMaintain security cameras/DVR systemsPerform daily monitoring of backup systemsConduct preventative maintenance on all PC hardwareSet up, configure, and install software on new PCs and mobile devices — manual imaging and Intune provisioningInstall and maintain network printers physically and remotelyMeet weekly with the IT Director to monitor workload and update projectsRegularly attend IT-related training to improve skillsResearch new trends in the IT industryProvide technical support to employees regarding software, hardware (including audio visual equipment), peripherals, and network accessPerform hardware/software auditsDeploy and manage security awareness training (e.g., KnowBe4 phishing simulations)Provide on-site and remote technical support for hardware, software, and network issues across regional BradyPLUS locationsTroubleshoot and resolve issues with desktops, laptops, mobile devices (iOS/Android), printers, and other peripheralsEnsure timely resolution of IT tickets logged via Fresh service, meeting established SLAs for response and resolutionSupport user onboarding and offboarding procedures, including Active Directory account management, Microsoft Entra ID provisioning, and Office 365 license allocationAdminister and maintain distribution and security groups within Active DirectorySupport Microsoft 365 environment including Teams, Outlook, Exchange, SharePoint, and OneDrive troubleshootingAssist with 8x8 phone system support, including user provisioning, voicemail configuration, and call quality troubleshootingSupport endpoint security initiatives including BitLocker enforcement, remote wipe procedures, and Intune compliance monitoringCoordinate equipment shipping to remote sites or users and manage decommissioning of returned equipment with secure reimagingManage IT asset inventory including procurement, deployment, tracking, and decommissioning of devicesFollow and enforce BradyPLUS IT security policies, including Help Desk Identity Verification (SOP IT-SEC-001) proceduresAssist with incident response procedures for phishing, malware, and security events per established SOPsProvide user training and guidance on IT systems, tools, and best practices; develop knowledge base articles in Fresh serviceSupport regional IT initiatives such as hardware rollouts, office relocations, Windows 10 to 11 migrations, and system upgradesCollaborate with infrastructure, applications, security, and ERP teams to resolve complex issues and improve IT service deliveryAdditional duties or special projects as assignedThe Ideal Candidate Will Have:High school diploma or equivalent required; Associates or bachelor's degree in information technology. Computer Science preferred.Minimum of 2 years of experience in an IT support or help desk roleStrong knowledge of Windows 10/11 and macOS operating systemsFamiliarity with mobile OS support (iOS and Android)Proficient in Microsoft Office 365 suite and M365 administration basicsExperience with ITSM/ticketing platforms (e.g., Fresh service, ServiceNow, Zendesk)Experience with Active Directory — user account management, password resets, group membership, and security groupsFamiliarity with network concepts and troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi)Experience with Windows Autopilot and MDM/Intune device deployments and provisioningExperience in enterprise ticketing systems with disciplined ticket hygiene and documentation practicesStrong troubleshooting and problem-solving skills for hardware, software, and networking issuesExcellent interpersonal and communication skills with a customer-first approachAbility to manage multiple tasks and priorities in a fast-paced, multi-site environmentStrong organizational skills, attention to detail, and thorough ticket documentation practicesAbility to write reports, correspondence, and procedure manualsAbility to effectively present information and respond to questions from department heads, managers, employees, and customersIndustry certifications such as CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft certifications (e.g., MS-900, MD-102)Experience with Microsoft Entra ID (Azure AD), Conditional Access policies, and MFA administrationExperience with Microsoft Intune compliance policies, device configuration profiles, and endpoint securityFamiliarity with 8x8 UCaaS phone system administration (user provisioning, auto attendants, call routing, number porting)Knowledge of enterprise ERP/CRM systems (e.g., Prophet 21, SYSPRO, or similar)Experience with backup systems and disaster recovery procedures (e.g., Veeam)Familiarity with VMware/vSphere environments and basic server administrationExperience with remote support tools (e.g., AnyDesk, TeamViewer, NinjaRMM)Knowledge of security awareness training platforms (e.g., KnowBe4)Experience with PowerShell scripting for automation and task managementUnderstanding of SLA management, incident escalation, and ITIL best practicesExperience supporting multi-site or distributed enterprise environments (180+ locations preferred)Familiarity with Single Sign-On (SSO) troubleshooting and federated identity managementPrior experience with cloud-based services, Microsoft Azure fundamentals, and endpoint management toolsExperience with VoIP/telephony systems and basic understanding of SIP, QoS, and call routingPhysical Requirements: While performing the duties of this job, the employee is regularly able to sit at a desk for extended periods and operate a computer. Ability to listen and speak clearly on the phone and in person. Must also have the ability to lift, carry. push or pull up to 25lbs occasionally for equipment setup and moves. Ability to reach, push, pull, stand, walk, stoop, kneel and crouch as needed for equipment installation.Compensation & Benefits:The pay range for this role is $26.00 to $27.00 per hour. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations. In addition to base pay, BradyPLUS offers a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.