IT Support Specialist

IT Support SpecialistWork Authorization: Applicants must currently be authorized to work in the United States on a full-time basis. Steven Winter Associates (SWA) does not sponsor employment-based visas (e.g., H-1B, OPT, etc.) for this position, now or in the future.Why Steven Winter Associates? At SWA, you're not just joining a company, you're joining an employee-owned team committed to making buildings healthier, more sustainable, and lower-carbon.Be part of a collaborative, and supportive environment where your ideas matter.Work on real projects, seeing the impact of your work in the field and in communities.Learn from experienced building science professionals.Why This Role Matters: Steven Winter Associates, Inc. (SWA) is seeking an IT Support Specialist to provide day-to-day technical support to employees in our New York City office. In addition to supporting our NYC team, this role will provide technical support to employees in our Norwalk, CT, Washington, D.C., and Somerville, MA offices, as well as remote employees.As the first point of contact for most technology support needs, the IT Support Specialist will troubleshoot issues, document and track requests, escalate more complex problems as needed and follow through to ensure issues are resolved. The ideal candidate is customer-focused, organized, security-conscious, and comfortable working in a modern Microsoft 365 environment. They should enjoy helping people, be comfortable working independently, and bring a practical, solutions-oriented approach to technical support.A Few Things to Know:This is a full-time, onsite position in our New York City office, Monday through Friday.A cover letter is requested with your application outlining interest.Some travel to our other offices may be needed from time to time.The proposed annual salary range for this position is $65,000 - $75,000, based on a 40-hour workweek. The final salary may vary depending on confirmed job-related skills and experience.Candidates meeting the minimum qualifications should expect compensation toward the lower end of the range.Candidates with qualifications and experience beyond the requirements of the role may be considered for compensation above the posted range.Responsibilities: Reasonable accommodation will be provided to enable individuals with disabilities to perform the essential functions.Serve as the first point of contact for IT support, troubleshooting hardware, software, mobile devices, operating systems, networking, printing, internet access, and other day-to-day technology issues.Own help desk requests through resolution, providing first-level troubleshooting, documenting solutions, escalating issues when needed, and following up to ensure problems are resolved.Support the employee technology lifecycle, including onboarding and offboarding, account setup, equipment preparation, configuration, deployment, and recovery.Configure, maintain, and upgrade workstations, software, printers, mobile devices, and other technology, coordinating with vendors and third-party providers as needed.Support our Microsoft 365 environment, including Entra ID, Intune, Exchange Online, Teams, OneDrive, SharePoint, and other cloud-based business applications.Maintain accurate IT documentation and asset records, including equipment inventory, software licensing, installation procedures, and knowledge base resources.Support day-to-day IT security and provide a high level of customer service, assisting with security alerts, suspicious emails, malware detections, blocked websites, and other user-reported concerns while working professionally and responsively with employees, managers, vendors, and other stakeholders.Additional Responsibilities:Identify recurring support issues and opportunities to improve how we work, including better documentation, automation, processes, and user training.Evaluate hardware and software requests with consideration for business needs, supportability, licensing, security, and cost.Contribute to IT team discussions and planning, sharing observations, feedback, and ideas for improving the employee technology experience.Support IT projects and initiatives, including device refreshes, software rollouts, office moves, infrastructure upgrades, and process improvements.Help employees get the most out of our technology, providing guidance on security practices, file storage, collaboration tools, and effective use of company systems.Qualifications:Associate or bachelor's degree, technical certification, or equivalent practical IT support experience, with 1–2 years of related IT support or help desk experience.Experience supporting Windows 11 and Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.Experience supporting users and devices in a Microsoft environment, including Windows Server, Active Directory, and Microsoft Entra ID.Basic understanding of networking, including wired and wireless connectivity, VPN, DNS, DHCP, printers, and shared network resources.Strong troubleshooting and problem-solving skills, with the ability to diagnose issues methodically, document findings, prioritize multiple requests, and escalate when appropriate.Strong customer service and communication skills, with the ability to work effectively with both technical and non-technical users.Curiosity and willingness to learn, with the ability to adapt to new systems, tools, and processes.What will set you apart:Experience supporting users in professional services, architecture, engineering, consulting, or similar business environment.Relevant certifications such as CompTIA A+, Network+, Security+, or Google IT Support.Experience with IT service management and endpoint support, including ticketing platforms such as Freshdesk, ServiceNow, Zendesk, or Jira Service Management, as well as endpoint security tools such as Microsoft Defender for Endpoint, Cisco Secure Endpoint, or Cisco Umbrella.Experience administering and supporting Microsoft 365 and endpoint management tools, including Intune, Autopilot, Exchange Online, SharePoint, and Teams.Experience supporting office and collaboration technology, including conference room and Teams meeting technology, printers, scanners, docking stations, and mobile devices.Familiarity with cybersecurity practices and tools, including phishing investigation, MFA, password resets, conditional access, least-privilege access, and basic PowerShell.Familiarity with Microsoft Copilot, Microsoft 365 Copilot, or other AI productivity tools, particularly experience helping users adopt and make effective use of these tools.Application Process:A cover letter is requested for consideration outlining interest.Resumes will be reviewed on a rolling basis. Selected candidates will proceed to up to 3 rounds of interviews.If you meet at least 75% of the qualifications, we encourage you to apply.SWA is committed to inclusion and will provide reasonable accommodation for individuals with disabilities.Physical Requirements: While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand.When in the field the employee must frequently lift or move objects up to 20 pounds; must be able to climb stairs and endure typical construction site conditions. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.Travel Requirements: May require occasional travel to the Norwalk, CT, Somerville, MA and Washington, D.C. offices (up to 10% of the time).Working Environment: Recent hires will be required to work in-office five days per week during onboarding. This is an onsite position based in SWA's New York City office, with an expectation of five days per week in the office. Remote or hybrid work may be available in limited circumstances with management approval.EEO and Diversity, Equity, and Inclusion (DEI): SWA is an Equal Opportunity Employer – all qualified applicants will be afforded equal employment opportunities without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, or marital status.Diversity, Equity, and Inclusion (DEI): SWA is a workplace where we are aware of and welcoming of the ways in which we are all diverse as evidenced by a culture of listening and understanding. We endeavor to create a workplace where people feel empowered to act; a safe place where people are open to