Onsite IT & AV Support Specialist

Title: Onsite AV & IT Support Specialist Reports to: Technical Support Manager Role Overview This role serves as the primary onsite IT resource at a global brand’s Bridgewater, NJ headquarters, balancing end-user IT support with ownership of collaboration technologies. The position combines hands‑on Tier 1/2 service desk responsibilities with operational oversight of Microsoft Teams Rooms and meeting environments. While the role maintains responsibility for conference room technology, the primary focus is delivering high‑quality IT support across endpoint management, identity access, and workplace technology reliability. Key Responsibilities IT Support & Systems Ownership Serve as the primary onsite IT support lead for end‑user technology, including laptops, desktops, peripherals, and enterprise applications Provide Tier 1/2 support across Windows (and Mac when needed), troubleshooting OS, hardware, software, and performance issues Manage Jira tickets end‑to‑end – triage, prioritization, escalation, and closure with clear documentation Identity & Access (Active Directory / Microsoft Entra ID) Perform account provisioning, deprovisioning, and lifecycle management across Active Directory and Entra ID Troubleshoot authentication issues including login failures, account lockouts, MFA challenges, and conditional access impacts Manage group memberships, access permissions, and role assignments Investigate and resolve identity sync issues between on‑prem AD and Entra ID (where applicable) Support SSO‑related issues across Microsoft 365 and integrated applications Validate and enforce identity security standards in coordination with central IT/security teams Endpoint Management & Intune (MDM) Troubleshoot Microsoft Intune device enrollment issues (Autopilot, manual enrollment, hybrid joins) Diagnose and resolve device compliance and configuration policy failures Support application deployment and remediation via Intune (install failures, detection issues, policy conflicts) Monitor device health, sync status, and policy application across endpoints Assist with patching, updates, and compliance enforcement in line with security standards Support endpoint provisioning, imaging, and lifecycle management Core IT Support & Systems Troubleshoot network connectivity issues, including Wi‑Fi, VPN, and basic LAN concepts (DNS, DHCP) Support the Microsoft 365 ecosystem (Teams, Outlook, OneDrive, SharePoint, Zoom as needed) Perform device setup, onboarding/offboarding support, and asset management Support IT‑related projects such as device rollouts, migrations, and office technology upgrades Conference Room & Collaboration Technology Own operational health of ~25 Microsoft Teams Rooms at the Bridgewater HQ, with coordination/support for 50+ global rooms Perform proactive system checks and maintenance to ensure room readiness and reliability Troubleshoot audio, video, display, Teams Room hardware/software, and authentication issues Provide executive‑level meeting support when needed (focused on reliability and readiness vs. full‑time white‑glove AV production) Coordinate escalations with centralized UC engineering teams or AV vendors for complex issues Maintain room health logs, ticket tracking, and contribute to periodic reporting Required Qualifications Proven IT service desk/support experience in a Windows‑based environment Strong troubleshooting skills across end‑user systems, identity, and device management Hands‑on experience with Active Directory and Microsoft Entra ID (including identity troubleshooting) Working knowledge of Microsoft Intune / MDM (enrollment, policy, compliance, app deployment) Familiarity with Microsoft 365 administration and licensing Foundational networking knowledge (Wi‑Fi, DNS, DHCP, VPN) Experience supporting collaboration platforms (Microsoft Teams, Zoom) Exposure to AV or video conferencing systems (Microsoft Teams Rooms preferred) Experience working in ticketing systems (Jira preferred) Nice to Have Microsoft certifications (e.g., MS‑102, MD‑102, AZ‑104) Mac support experience Experience supporting multi‑site or global environments #J-18808-Ljbffr UnifiedCommunications