IT SUPPORT SPECIALIST

Job Description

Job Description

IT Support Specialist Purpose

Delivers day-to-day end-user IT support across assigned OpCos and offices — resolving hardware, software, and access issues quickly so employees can stay productive. Owns the onboarding and offboarding workflow for new and departing employees, maintains accurate device inventory, and serves as the visible, human face of the IT function for the majority of the company.

Core Responsibilities

• Tier 1 & 2 enduser support. Serves as the first point of contact for IT support requests across assigned OpCos via ZenDesk — troubleshooting hardware, software, M365 applications, account access, and connectivity issues. Resolves Tier 1 issues independently and escalates Tier 2/3 to Cloud Engineers with full documentation.
• ZenDesk ticket management. Logs, categorizes, prioritizes, and updates all support requests in ZenDesk. Maintains SLA compliance on assigned tickets and contributes to queue hygiene across the team. Identifies repeat issues and flags patterns to the IT Operations Manager for root cause resolution.
• Onboarding and offboarding. Executes the enduser onboarding and offboarding workflow — device imaging and configuration, M365 account setup, application provisioning, equipment shipping or collection, and access confirmation. Partners with HR to hit onboarding SLAs across all OpCos and offices.
• Device management support. Manages daytoday device lifecycle tasks — equipment inventory tracking, Intune device enrollment, loaner device management, and coordination of hardware repairs or replacements. Maintains accurate asset records across all 12 offices.
• Account and access management. Handles routine identity requests — password resets, MFA setup and troubleshooting, account unlocks, and distribution group changes — within approved Cloud Engineerset guardrails in Entra ID.
• Office and remote site support. Provides remote support to all 12 offices and travels to sites as needed for equipment deployments, refresh cycles, or onsite troubleshooting. Documents sitespecific configurations and known issues.
• Documentation and knowledge base. Creates and maintains ZenDesk knowledge base articles, IT FAQs, and enduser howto guides. Contributes to reducing repeat ticket volume by improving selfservice resources.
• Vendor coordination. Interfaces with hardware vendors, ISPs, and the MSP for procurement, shipping logistics, and breakfix dispatch. Tracks open vendor tickets and follows up to resolution.
Required Qualifications
• 14 years of IT support or helpdesk experience in a corporate environment (leveldependent)
• Proficiency with Microsoft 365 enduser applications — Outlook, Teams, SharePoint, OneDrive
• Familiarity with Intune device enrollment and basic endpoint troubleshooting
• ZenDesk or comparable ITSM ticketing system experience preferred
• CompTIA A+ or Microsoft MD102 certification preferred (or willingness to pursue)
• Excellent communication skills — able to explain technical issues clearly to nontechnical end users
• Comfortable working across time zones and supporting remote and hybrid employees
Key Skills & Competencies

ZenDesk / ITSM ticketing | Microsoft 365 end-user support | Entra ID / account management | Intune / device enrollment | Onboarding workflows | Asset management | End-user communication | Knowledge base authoring