IT Field Support Specialist

POSITION SUMMARY

This position provides technical support and manages the lifecycle of IT equipment, user access, and endpoint systems across the organization. Working closely with the Operations Team, this role ensures reliable day -to-day IT operations for approximately 120 employees in both in-office and remote environments.

Responsibilities include endpoint provisioning, Microsoft 365 administration, troubleshooting hardware and software issues, and supporting onboarding and offboarding processes. This role also contributes to IT security practices, vendor coordination, and continuous improvement of IT services.

This is a hybrid role requiring both remote support and regular on-site visits to multiple organizational locations.

JOB DUTIES & RESPONSIBILITIES

IT Equipment/Software Asset Management

• Partner with department managers for annual equipment/software budgeting.
• Purchase and configure/install all end user equipment/software.
• Maintain inventory of IT assets and coordinate hardware [software upgrades and replacements.
• Partner with the Finance Department to reconcile expenses and inventory.

Hardware & Software Maintenance:

• Install, configure, and update software applications as needed.
• Deploy, configure, and maintain Microsoft 365 services, including user accounts, mailboxes, and security groups via Microsoft Entra ID (formerly Azure AD).
• Perform routine maintenance on IT equipment, including desktops, laptops, and network devices. Perform user onboarding/offboarding processes, including device setup, M365 license assignments, and access provisioning.
• Coordinate with HR on employee offboarding activities.

Technical Support & Troubleshooting:

• Provide on-site and remote support for desktops, laptops, mobile devices, printers, and other end-user hardware.
• Train end users on IT support ticketing system.
• Respond to IT support requests via ticketing system, Teams, email, phone, and in-person assistance. Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, and printers.
• Support, troubleshoot, and provide basic end user training to employees with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Educate users on best practices for security, software use, and data handling in Microsoft 365. In partnership with Human Resources, provide end user orientation to all new hires.

User Account & Access Management:

• Create, modify, and deactivate user accounts in Microsoft 365 and Active Directory.
• Reset passwords and manage user access permissions.
• Support multi-factor authentication (MFA) setup and troubleshooting.

Security & Compliance:

Implement IT security best practices, including antivirus updates and software patching.

• Train on and help enforce organization-wide IT policies and ensure compliance with security protocols. Educate end users on phishing awareness and secure computing practices Monitor and report potential security incidents to senior leadership.
• Partner with departments on Access Management in multiple SharePoint sites.
• Support basic incident response activities (account compromise, phishing reports, suspicious activity) .
• Assist in enforcing Conditional Access and identity security controls. Monitor security alerts and escalate appropriately.

Vendor & Project Coordination

• Coordinate with external IT vendors and service providers
• Assist in evaluating and implementing new technologies
• Support small to large scale IT data projects

Other Duties:

• Collaborate with the Operations team on special projects and IT improvements.
• Document troubleshooting steps and maintain IT knowledge base articles.
• Perform other IT-related duties as assigned

SUPERVISORY RESPONSIBILITIES

This position does not supervise.

REQUIRED SKILLS AND QUALIFICATIONS

To perform the job successfully, an individual should demonstrate the following competencies:

• Proficiency in troubleshooting Windows operating systems and Microsoft 365 applications.
• Strong knowledge of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, Exchange Online, and Entra ID.
• Basic understanding of networking principles and troubleshooting connectivity.
• Experience with endpoint/device management (e.g., Intune or similar MDM tools)
• Strong problem-solving skills with the ability to communicate technical concepts to non-technical users.
• Ability to prioritize and manage multiple support requests efficiently.
• Ability to independently manage assigned IT functions with minimal supervision.
• Ability to collaborate across departments.
• Excellent interpersonal and communication skills.
• Strong organizational and time management skills.
• Ability to work independently and travel to multiple office or client locations as needed.
• Customer-oriented mindset with a focus on providing quality support.
• Demonstrated ability to identify opportunities for process improvement and recommend practical solutions

REQUIRED EDUCATION AND EXPERIENCE

• Associate's degree in Information Technology, Computer Science, or a related field preferred (or equivalent experience).
• Minimum of five years of experience in IT support, help desk, or customer support related role. Experience with budgeting, purchasing, and asset management.

REQUIRED CERTIFICATES, LICENSES, CREDENTIALS AND/OR REGISTRATIONS

Certifications (Preferred):

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA A+, Network+, or similar certifications

PHYSICAL REQUIREMENTS

The physical requirements outlined below must be met to successfully perform the essential functions of this position. Reasonable accommodations may be provided to enable individuals with disabilities to perform these essential functions.

While performing the essential duties of this job, the employee is required to:

• Communicate information clearly so others understand and exchange accurate information.
• Observe details at close range.
• Remain in a stationary position.
• Operate a computer and other office machinery, such as a copy machine and printer.
• Walk, stoop, kneel, and crouch.
• Move items weighing up to 50 pounds.

ENVIRONMENTAL WORKING CONDITIONS

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this position.

While performing the duties of this job, the employee is occasionally exposed to moderate noise levels typical of an office environment.

This job description may be reviewed or revised by Neighborhood House at any time.

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