IT Specialist

IT Support Specialist

Escalent is an award-winning data analytics and advisory firm that helps clients understand human and market behaviors to navigate disruption. As catalysts of progress for more than 40 years, our strategies guide the world's leading brands. We accelerate growth by creating a seamless flow between primary, secondary, syndicated, and internal business data, providing consulting and advisory services from insights through implementation. Based on a profound understanding of what drives human beings and markets, we identify actions that build brands, enhance customer experiences, inspire product innovation and boost business productivity. We listen, learn, question, discover, innovate, and deliver—for each other and our clients—to make the world work better for people.

The IT Support Specialist is responsible for the day-to-day user support of both on-site and remote employees. External support to our clients will also be included in a much smaller capacity. He or she will also be responsible for ensuring the ongoing maintenance and standards compliance of information systems.

This position is primarily onsite and based in our Livonia, Michigan headquarters, with the potential for occasional remote work.

Salary Range: $50,000 - $60,000. If this is not the right level for you, please check out our other postings.

Responsibilities

• Provide Level 1/2 technical support for internal employees and limited external clients, resolving incidents and service requests in a timely manner.
• Respond to user issues related to hardware, software, Microsoft 365 applications, mobile devices, and enterprise systems.
• Log, track, and document incidents, requests, resolutions, and technical procedures through the ticketing system.
• Install, configure, maintain, and upgrade hardware, software, and end-user systems.
• Support and troubleshoot Microsoft 365, Active Directory, Azure, DNS, DHCP, and related technologies.
• Support both on-premises and cloud-based technologies while assisting with system monitoring and issue escalation.
• Maintain IT security standards by supporting patch management, encryption, backup processes, and device hardening.
• Assist with conference room technology, video conferencing equipment, and office technology needs.
• Maintain hardware, software, licensing, and asset inventories.
• Create and maintain technical documentation and knowledge-sharing resources.
• Support remote users globally and conduct IT onboarding sessions for new hires.
• Image, configure, deploy, and ship employee hardware as needed.
• Participate in an on-call rotation and follow established IT, compliance, and security procedures.

Basic Qualifications

• Must have an Associate degree or certification, or equivalent technical experience.
• 2+ years of experience in a Help Desk, IT Support, Desktop Support, or similar technical support role.
• Must have solid time management and organization skills while working independently.
• Must respond diplomatically and productively to internal/external clients with technological or other problems.
• Must display attention to detail, accuracy, and follow-through skills.
• Must be able to manage multiple competing priorities.
• Must have above-average communication skills, both verbal and written, appropriate for communicating technical solutions to an audience with varying levels of computer knowledge.
• Must be proficient in MS Office, Microsoft 365, and other Windows applications.
• Basic understanding of TCP/IP networking concepts.
• Basic understanding of server, storage, and cloud technologies.
• Ability to troubleshoot software, hardware, and networking issues.
• Must be physically able to lift and carry boxes of laptops and related equipment (up to approximately 50 lbs).

Preferred Qualifications

• Experience using FreshService or similar incident tracking systems.
• Experience using Intune, Iru, or similar endpoint management software.
• Experience with Microsoft Exchange Online, SharePoint Online, Teams, and OneDrive.
• Basic phone administration with a system such as Microsoft Teams Voice.
• Experience supporting Apple laptop or desktop systems (MacOS).
• Working knowledge of Active Directory, Azure, DNS, and DHCP.
• Experience supporting iOS and Android devices.
• Familiarity with VPN technologies, Okta, and G-Suite.
• Basic firewall and network troubleshooting experience.
• ITIL knowledge or certification.

Compensation, Benefits and Culture

• Medical, Dental, and Vision Insurance - Large carriers on a national level (domestic partner coverage included)
• 401k with Company Match – No vesting period; bi-weekly contributions
• Flexible PTO - Feel no guilt in taking off a minimum of 3 weeks of "real" vacation time
• Paid Parental Leave - 12 weeks for maternity and 6 weeks for paternity, including adoption
• 11 Paid Company Holidays
• Hybrid/Virtual Work - Virtual-first workforce with employees in most states
• Salary Range for this position is $50,000 - $60,000

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.