IT Support Specialist

Job Description

Job Description

Position Summary
The IT Support Specialist provides hands-on technical support across Virginia Green, ensuring reliable, secure, and efficient use of technology for all associates. This role focuses on end user support, device and system administration, incident resolution, and continuous improvement of IT services. The position works closely with the IT Manager, internal IT team, and external vendors to support Microsoft 365, endpoint management, identity services, networking, and line of business systems. Adaptability, strong troubleshooting skills, and a service-oriented mindset are critical.

Primary Responsibilities

Customer Service and Support Mindset
• Serve as a front-line representative of IT with a strong customer service focus
• Deliver professional, respectful, and timely support to all associates
• Set clear expectations and follow through on commitments
• Balance technical accuracy with user friendly communication
• Treat every interaction as an opportunity to improve trust in IT

End User Support
• Provide onsite and remote technical support via service desk, phone, chat, and email
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues
• Document all support tickets clearly and thoroughly from intake through final resolution
• Maintain accurate notes, actions taken, and resolution details to support auditability and knowledge sharing
• Escalate issues appropriately while maintaining ownership through resolution
• Communicate clearly with users on issue status, expectations, and outcomes

Device and Endpoint Management
• Deploy, configure, and support laptops, desktops, mobile devices, and peripherals
• Administer endpoint management solutions including Intune and MDM tools
• Manage device lifecycle activities including onboarding, offboarding, and replacements

Systems and Application Support
• Support Microsoft 365 services including Exchange, Teams, SharePoint, and OneDrive
• Assist with identity and access management using Microsoft Entra ID and Active Directory
• Support core business applications such as CRM, VoIP, and other SaaS platforms

Infrastructure and Networking Support
• Troubleshoot network connectivity issues including LAN, WAN, VPN, and Wi Fi
• Support printers, scanners, and other network connected devices
• Coordinate with vendors for firewall, VoIP, and ISP related issues

Security and Risk Awareness
• Follow and enforce IT security policies and best practices
• Assist with endpoint security, antivirus, patching, and vulnerability remediation
• Identify and report security incidents or suspicious activity promptly

Project Support and Continuous Improvement
• Participate in IT projects such as system rollouts, upgrades, migrations, and process improvements
• Assist with project planning tasks including testing, documentation, user readiness, and deployment support
• Execute assigned project tasks while meeting timelines and quality expectations
• Provide post implementation support and feedback to improve future projects

Documentation and Process Improvement
• Create and maintain technical documentation, user guides, and standard procedures
• Contribute to knowledge base articles to improve first contact resolution
• Identify opportunities to improve tools, processes, and user experience

Vendor Coordination
• Open, track, and manage support tickets with external vendors and service providers
• Coordinate resolution efforts between vendors and internal stakeholders

Required Qualifications and Attributes

Technical Skills
• Strong troubleshooting skills across hardware, software, and user issues
• Working knowledge of Microsoft 365 administration
• Experience with Intune, MDM, and endpoint management tools
• Familiarity with Microsoft Entra ID, Active Directory, and hybrid environments
• Working knowledge of Windows and macOS operating systems
• Working knowledge of iOS and Android operating systems
• Understanding of TCP IP networking concepts and basic firewall support
• Experience supporting VoIP and video conferencing platforms
• Familiarity with antivirus, VPN, and remote management tools

Professional Skills
• Clear and professional communication with technical and non-technical users
• Strong customer service mindset and sense of ownership
• Ability to prioritize and manage multiple issues effectively
• Strong problem solving and decision-making skills
• Willingness to learn new technologies and adapt to change

Education and Experience
• Bachelor’s degree in information technology or related field or equivalent practical experience
• Prior experience in a service desk, desktop support, or IT support role preferred

Minimum Physical Requirements
• Ability to sit for extended periods
• Ability to use a computer keyboard and monitor for extended periods
• Ability to lift up to 50 pounds

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*Virginia Green is committed to a diverse and inclusive workplace. All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability or other legally protected status.