Senior IT Support Specialist

Senior IT Support SpecialistFluxergy is a rapidly growing in vitro diagnostics company innovating on the cutting-edge of laboratory testing. We're developing the first and only multi-modal point-of-care platform that enables molecular, clinical chemistry, immunoassay, and hematology testing on the same system. Our platform spans many markets including the clinical, veterinary, and food safety industries. We are seeking self-motivated problem solvers who are excited to help decentralize traditional laboratory infrastructure.At the core of our company's identity is a strong foundation in engineering. We take great pride in our commitment to critical thinking and pragmatic problem-solving through a modular and systemic perspective. We hold the conviction that transparent communication, coupled with the flexibility to adjust to evolving scenarios and the willingness to venture beyond familiar territories, is crucial to both our success and yours.Team culture:PositiveProactiveAccountableTeam orientedContinuous learnerGreat communicatorBuild strong working relationshipsContribute to a productive team cultureWhat you will do:Serve as the escalation point for Tier 1 support, triaging and resolving complex, multi-system, or previously unresolved incidents.Provide direct, high-touch technical support to executives and other VIP users, including business-critical after-hours support when needed.Own root-cause diagnosis for recurring or difficult hardware, software, and business-system issues across desktops, laptops, mobile devices, printers, conference room technology, and related equipment.Troubleshoot network infrastructure issues (including switches, wireless connectivity, and related equipment) for problems that couldn't be resolved at Tier 1.Diagnose and resolve advanced deployment and configuration issues on Windows and macOS devices, including enrollment or policy failures.Own Microsoft 365 administrative troubleshooting, including:Entra ID (Azure AD) user, group, and license management; conditional access and MFA/Security Defaults troubleshootingExchange Online mailbox configuration, permissions, and mail-flow issue resolutionMicrosoft Intune endpoint policy troubleshooting and compliance issue resolutionSharePoint/OneDrive permissions and access issue resolutionMicrosoft Teams administration and issue resolutionResolve escalations and exceptions related to employee onboarding/offboarding (e.g., complex license or permission conflicts, failed automated provisioning): routine provisioning is handled by Tier 1.Provide informal mentorship and technical guidance to Tier 1 support staff, helping build their troubleshooting capability.May be consulted for technical input on IT projects or rollouts led by other members of the IT team, but is not responsible for project ownership or delivery.Occasionally assist with moving or installing IT equipment as needed.Perform other duties as assigned.Technologies you'll work with:Microsoft 365, including Entra ID admin center, Exchange admin center, and Microsoft IntuneWindows 10/11macOSManageEngine ServiceDesk (formerly Desktop Central)EDRs and NDRs such as CrowdStrike, SentinelOne, and DarktracePrinters and label printing systemsSecurity badge systemsWhat you'll need to have:6-8 years of experience supporting Windows-based desktop environments, with demonstrated progression into complex/escalated issue resolution.Hands-on experience administering Microsoft 365 services (Entra ID, Exchange Online, Intune, SharePoint/OneDrive, Teams), not just supporting end users on M365 apps.Demonstrated ability to work independently and exercise sound judgment on ambiguous or undocumented issues, owning tickets through resolution without close supervision.Excellent verbal and written communication skills, including experience communicating with and supporting executive-level stakeholders.Strong customer service mindset and ability to work effectively with employees at all levels of the organization.Ability to prioritize and manage a mix of escalated tickets and ad hoc requests in a fast-paced environment.Associate degree in Information Technology or related field, or equivalent work experience.Occasional ability to move, install, lift, and transport IT equipment as needed.Preferred qualifications:Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator, or Security, Compliance, and Identity Fundamentals (SC-900)Advanced experience with ticketing/incident management systems such as ManageEngine ServiceDeskIntermediate-to-advanced networking troubleshooting experienceStrong macOS administration and troubleshooting experienceFamiliarity with basic scripting or automation (e.g., PowerShell) to streamline recurring fixesInterview process:Our interview processes may differ slightly from role-to-role; however, most of our interviews will follow a similar pattern:Recruiter interviewHiring manager interviewOn-site interviewDecisionWe are an early-stage company and may change our interview process from time-to-time, but our hope is everyone who interviews with us has a positive experience, even if an offer isn't presented.Benefits:Excellent medical/dental benefits- 95% medical benefit premiums paid by Fluxergy and covers employee, partner, and dependents- 100% dental and vision premiums paid for employee, partner, and dependents- 100% life insurance premiums paid for the employeeWork-life balance minded time off- 15 paid vacation days- 2-week paid winter break- 7 company paid holidays- 5 paid sick daysA work culture which believes in promoting from within- Wear lots of hats / accelerate your career growth!- We are a flat organization by design – lots of visibility!- Many of our current leaders started their career with Fluxergy!Salary range: $75,000 - $85,000Additional information:Fluxergy is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.Fluxergy participates in the E-Verify program. Please click here for more information.Fluxergy is committed to protecting your personal data. Please review our Privacy Policy.