Senior IT Support Specialist

Job Description

Job Description

POSITION SUMMARY

Environmental Works, Inc. (EWI) is looking for a Senior IT Support Specialist based in Kansas City, MO to provide advanced technical support, resolve escalated IT issues, and support day-to-day IT operations across a multi-location organization.

This role functions as a senior help desk resource and junior systems administrator, supporting a Microsoft 365-centric environment with a hybrid identity model (Active Directory and Entra ID). The ideal candidate is a proactive, service-oriented IT professional who can independently troubleshoot complex technical issues, take ownership of problems from start to finish, and contribute to improving IT systems and processes.

This position supports employees working in office, field, and remote environments and plays a key role in maintaining reliable, secure, and efficient IT operations.

SENIOR IT SUPPORT SPECIALIST | ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide help desk support for employees across multiple locations, departments, and work environments.
• Troubleshoot, resolve, and document hardware, software, network, printer, mobile device, phone, email, and user access issues ina timelyand professional manner.
• Serve as a Tier 2/3 escalation resource, handling complex or recurring technical issues.
• Set up, configure, deploy,maintain, and troubleshoot laptops, desktops, monitors, docking stations, printers, mobile devices, and other end-user equipment.
• Support onboarding and offboarding processes, including user account setup, device preparation, software access, email configuration, permissions, and equipment recoveryacross Active Directory and Microsoft 365 environments.
• Administer and support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), including user management, permissions, and troubleshooting.
• Support Entra ID (Azure AD) and identitysynchronization concepts (hybrid identity), includingMFA and conditional access concepts.
• Support Active Directory (on-premises), including user accounts, group membership, password resets, and basic OU management.
• Supportcybersecurity best practices byassistingwith user education, access control, multi-factor authentication, endpoint security, phishing awareness, and incident reporting.
• Maintainaccuratedocumentation of help desk tickets, troubleshooting steps, equipment assignments, user accounts, system changes, and IT procedures.
• Assistwith inventory management for IT hardware, software licenses, peripherals, mobile devices, and related equipment.

• Assistwith endpoint management, device policies, and security controls.
• Provide support for conference rooms, video meetings, presentations, office equipment, and internal meetings as needed.
• Coordinate with vendors, service providers, and internal stakeholders to resolve technical issues, schedule repairs, and support IT-related projects.
• Troubleshot network connectivity issues, includingWiFi, VPN, DHCP, DNS, and general TCP/IP-related issues.
• Assistwith network, server, phone system, security camera, access control, and infrastructure support under the direction of IT leadership.
• Identifyrecurring issues and recommendand implementimprovementsto reduce support volume inincreaseefficiency.
• Support employees with professionalism, patience, and clear communication, including users with varying levels of technical experience.
• Maintain confidentiality and security of company data, user information, system access, and IT-related documentation.
• Participate in IT projects, upgrades, rollouts, migrations, audits, and other technology initiatives as assigned.
• Perform other job-related duties and responsibilities as may be assigned from time to time.

SENIOR IT SUPPORT SPECIALIST | TECHNICAL SUPPORT FOCUS

The Senior IT Support Specialist should be able to support and troubleshoot areas including but not limited to:

• End-User Systems:Windows desktops, laptops, mobile devices, printers, scanners, monitors, docking stations, and peripherals.
• Microsoft 365:Outlook, Teams, SharePoint, OneDrive,and other Office applications.
• Identity & Access Management:
• Active Directory:user and group management
• Entra ID accounts, MFA, and access control
• Hybrid identity synchronization concepts (user lifecycle across systems)
• Endpoint Management tools for device configuration, patching, and compliance
• User account management, permissions, passwords, multi-factor authentication, email access, shared mailboxes, distribution lists, and basic Active Directory support.

• Helpdesk ticketing, documentation, equipment tracking, remote support tools, and internal IT procedures.
• Network connectivityincluding wired and wireless networking, VPNconnectivityand remote access, basic VLAN andfirewallconcepts, and otheressential technologies such as TCP/IP, DHCP, and DNS
• VoIPsystemsandconferencing tools
• Securitymanagementincludingendpoint protection,patching, cybersecurity awareness, and data protection practices.
• Software installation, licensing support, application troubleshooting, updates, and user training.
• Support for employees working in office, field, hybrid, and remote environments.

SENIOR IT SUPPORT SPECIALIST | COMPETENCIES

• Strong troubleshooting and analytical skills
• Ownership mentality – sees issues through to resolution
• Ability to prioritize and manage multiple requests
• Clear, professional communication with both technical and non-technical users
• High attention to detail and documentation discipline
• Initiative and continuous improvement mindset
• Team-oriented with ability to work independently
• Ability to translate technical concepts into user-friendly language

SENIOR IT SUPPORT SPECIALIST | POSITION TYPE AND EXPECTED HOURS OF WORK

Some flexibility in hours is allowed, but the employee must be available during the core work hours of 8:00 a.m. to 5:00 p.m. Occasional evening, early morning, or weekend work may be required as job duties demand, including system maintenance, urgent support needs, technology rollouts, or project-related work.

SENIOR IT SUPPORT SPECIALIST | TRAVEL

Limited regional travel may be required to support EWI offices, field locations, users, equipment deployments, projects, or technology needs. Occasional travel outside the local area may be required.

SENIOR IT SUPPORT SPECIALIST | REQUIRED EDUCATION AND EXPERIENCE

• Three (3) or more years of IT help desk, desktop support, technical support, systems support, or related experience.
• Demonstrated ability toindependentlytroubleshoot and resolveescalatedtechnical issues.
• Experience supporting Microsoft Windowsenvironments,Active Directory,Microsoft 365(Outlook, Teams, SharePoint, OneDrive)
• Strong understanding of user accountlifecyle, hardware and software troubleshooting, basic networking concepts
• Ability to communicate effectively with employees at all technicalskill levels.
• Strong documentation, organization, follow-through, and ticket management skills.
• Driver’sLicense
• High SchoolDiplomaor GED

SENIOR IT SUPPORT SPECIALIST | PREFERRED EDUCATION AND EXPERIENCE

• Five (5) or more years of IT help desk, desktop support, or systems support experience
• Experience in a hybrid identity environment
• Experience in a multi-location business environment
• Experience supporting field-based, operations-based, or remote employees
• Experience with Active Directory, endpoint management, remote support tools, mobile device management, cybersecurity tools, or ticketing systems
• Experience with basic server administration or exposure to domain services
• Experience with networking equipment, firewalls, orWiFisystems
• Exposure to PowerShell orother related scripting
• Experienceassistingwith IT projects, equipment rollouts, migrations, inventory management, and vendor coordination

SENIOR IT SUPPORT SPECIALIST | WORK ENVIRONMENT

This job operates primarily in a professional office environment and may also require support in field, warehouse, shop, or remote work environments. This role routinely uses standard office equipment such as computers, phones, printers, copiers, mobile devices, network equipment, and related technology tools.

SENIOR IT SUPPORT SPECIALIST | PHYSICAL DEMANDS

The physical demands are representative of those that must be met by an employee to successfully perform this job.

The employee is regularly required to sit, stand, walk, talk, hear, type, and use hands and fingers to operate computers, tools, and office equipment.

The employee may occasionally be required to bend, stoop, kneel, crouch, crawl, climb, reach, or work under desks or around equipment.

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

PAY RANGE

$75,000 – $82,000 contingent on experience.

BENEFITS

• 1700/3400* Deductible Health Insurance Plans Available
• *3400 includes Health Savings Plan (HSA) Company Contribution with Employee Contribution
• Dental
• Vision
• Health Savings Account (HSA)
• 401k | Up to 4% Company Match

VOLUNTARY BENEFITS

• Accident
• Hospital Indemnity
• Critical Illness
• Life and AD&D

COMPANY PAID BENEFITS

• Short-Term Disability
• Long-Term Disability
• Employee Assistance Program (EAP)

COST SAVINGS PROGRAMS

• SmithRX| Prescription Drug
• ValenzHealth | Surgery and Imaging
• CancerCare
• Healthjoy| Care Navigation Platform

ADDITIONAL BENEFITS

• Tuition Reimbursement
• Career and Personal Development Resources and Training
• Boot Reimbursement
• Apparel Reimbursement
• Gym Membership Reimbursement
• AND MORE

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AAP/EEO

Environmental Works, Inc. is committed to maintaining a workplace free from discrimination and harassment based on any protected characteristic under federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leave, compensation, and training.

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