IT Support / Help Desk Specialist

Description & Requirements

Job Description


The 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 resolutions
• Monitor help desk calls throughout the day and prioritize/assign completion of tasks
• Maintain 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 system
• Monitor and administer backups, reviewing logs, and running various other procedures
• Set up and assign user access to network shares & files
• Set up and assign user ERP & CRM security
• Maintain security cameras/DVR systems
• Perform daily monitoring of backup systems
• Conduct preventative maintenance on all PC hardware
• Set up, configure, and install software on new PCs and mobile devices - manual imaging and Intune provisioning
• Install and maintain network printers physically and remotely
• Meet weekly with the IT Director to monitor workload and update projects
• Regularly attend IT-related training to improve skills
• Research new trends in the IT industry
• Provide technical support to employees regarding software, hardware (including audio visual equipment), peripherals, and network access
• Perform hardware/software audits
• Deploy 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 locations
• Troubleshoot and resolve issues with desktops, laptops, mobile devices (iOS/Android), printers, and other peripherals
• Ensure timely resolution of IT tickets logged via Fresh service, meeting established SLAs for response and resolution
• Support user onboarding and offboarding procedures, including Active Directory account management, Microsoft Entra ID provisioning, and Office 365 license allocation
• Administer and maintain distribution and security groups within Active Directory
• Support Microsoft 365 environment including Teams, Outlook, Exchange, SharePoint, and OneDrive troubleshooting
• Assist with 8x8 phone system support, including user provisioning, voicemail configuration, and call quality troubleshooting
• Support endpoint security initiatives including BitLocker enforcement, remote wipe procedures, and Intune compliance monitoring
• Coordinate equipment shipping to remote sites or users and manage decommissioning of returned equipment with secure reimaging
• Manage IT asset inventory including procurement, deployment, tracking, and decommissioning of devices
• Follow and enforce BradyPLUS IT security policies, including Help Desk Identity Verification (SOP IT-SEC-001) procedures
• Assist with incident response procedures for phishing, malware, and security events per established SOPs
• Provide user training and guidance on IT systems, tools, and best practices; develop knowledge base articles in Fresh service
• Support regional IT initiatives such as hardware rollouts, office relocations, Windows 10 to 11 migrations, and system upgrades
• Collaborate with infrastructure, applications, security, and ERP teams to resolve complex issues and improve IT service delivery
• Additional duties or special projects as assigned

The 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 role
• Strong knowledge of Windows 10/11 and macOS operating systems
• Familiarity with mobile OS support (iOS and Android)
• Proficient in Microsoft Office 365 suite and M365 administration basics
• Experience with ITSM/ticketing platforms (e.g., Fresh service, ServiceNow, Zendesk)
• Experience with Active Directory - user account management, password resets, group membership, and security groups
• Familiarity with network concepts and troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Experience with Windows Autopilot and MDM/Intune device deployments and provisioning
• Experience in enterprise ticketing systems with disciplined ticket hygiene and documentation practices
• Strong troubleshooting and problem-solving skills for hardware, software, and networking issues
• Excellent interpersonal and communication skills with a customer-first approach
• Ability to manage multiple tasks and priorities in a fast-paced, multi-site environment
• Strong organizational skills, attention to detail, and thorough ticket documentation practices
• Ability to write reports, correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from department heads, managers, employees, and customers

• Industry 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 administration
• Experience with Microsoft Intune compliance policies, device configuration profiles, and endpoint security
• Familiarity 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 administration
• Experience 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 management
• Understanding of SLA management, incident escalation, and ITIL best practices
• Experience supporting multi-site or distributed enterprise environments (180+ locations preferred)
• Familiarity with Single Sign-On (SSO) troubleshooting and federated identity management
• Prior experience with cloud-based services, Microsoft Azure fundamentals, and endpoint management tools
• Experience with VoIP/telephony systems and basic understanding of SIP, QoS, and call routing
• Physical 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.

About Imperial Brady:

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution-delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus.

We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.

Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement. We believe in assessing candidates based on their skills and experience. A conditional offer of employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

MASSACHUSETTS APPLICANTS:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.