IT Support Specialist

Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations. Position Description As a member of the Information Technology team, the IT Support Specialist supports company‑managed devices — Windows desktops and laptops, macOS, Android, and iOS — along with the applications and cloud services staff rely on. This customer‑facing role is responsible for resolving complex end‑user issues across hardware, software, identity, and endpoint platforms while working within established Service Level Agreements (SLAs) and change‑management protocols. The ideal candidate has strong troubleshooting, time‑management, and communication skills and a genuine customer‑service orientation. Responsibilities Provide support across phone, email, chat, ticket portal, and deskside, serving as the escalation point for tickets unresolved by first‑line support. Resolve incidents and service requests within established SLAs. Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; perform root‑cause analysis on recurring issues to drive permanent fixes. Provision, image, and deploy Windows and macOS endpoints using Autopilot, Intune, and Kandji; support Android and iOS devices through MDM. Manage the full account lifecycle, including onboarding and offboarding, Entra ID accounts, security groups, licenses, device provisioning, password resets, MFA resets, and SSO/SCIM administration. Support Microsoft365 (Exchange Online, SharePoint, OneDrive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom. Support conference room AV equipment and Zoom Rooms. Support endpoint security, including Microsoft Defender, CrowdStrike, BitLocker, FileVault, and device compliance. Triage phishing and malware alerts and participate in incident response, remediation, and vulnerability management. Troubleshoot LAN, Wi‑Fi, VPN connectivity, and remote/hybrid access issues. Maintain hardware and software asset inventories and license entitlements throughout the device lifecycle, including procurement, deployment, refreshes, warranty repairs, RMAs, and vendor support. Create and maintain knowledge base articles, runbooks, standard operating procedures (SOPs), and technical documentation. Develop and deliver end‑user training and new‑hire IT orientation. Build and maintain automation scripts and workflows using PowerShell, Microsoft Graph API, and Power Automate to reduce manual work. Utilize AI‑assisted support tools while validating recommended solutions before implementation. Serve as a subject matter expert in one or more technology domains (e.g., endpoint management, identity management, macOS) and mentor other IT technicians as needed. Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects. Knowledge, Experience, Requirements 4–6 years of IT support, helpdesk, or desktop experience, or a combination of education and experience. Windows desktop/laptop and macOS support (advanced); CompTIA A+ and Microsoft certifications preferred. Endpoint / MDM management — Intune and Kandji. Identity and Microsoft365 administration — Entra ID, Exchange Online, and SharePoint Online. Security technologies — Microsoft365 Defender and CrowdStrike (Rapid7 or similar a plus). Networking fundamentals — TCP/IP, DNS, DHCP, and VPN. ITSM / ticketing platform — Jira Service Management. Scripting and automation — proficient PowerShell (Microsoft Graph a plus). Certifications (preferred): CompTIA A+, Network+, Security+; Microsoft MD-102 (Endpoint Administrator) and MS-900 (Microsoft365 Fundamentals); ITIL4 Foundation; Apple ACSP/ACMT. Education: High school diploma or equivalent required; Bachelor’s in Computer Information Systems, Management Information Systems, or Computer Science preferred. Success Criteria Creative and passionate about current technologies and continuous personal and team improvement. Deep sense of personal ownership and follow‑through; works well with all types of personalities at all levels of the organization. Demonstrated ability to prioritize, troubleshoot, and resolve tickets within a defined SLA. Strong written and verbal communication in a professional environment; able to translate technical concepts for non‑technical audiences. Customer‑service orientation — patience and empathy with non‑technical users; composure under pressure. Sound judgment and the ability to work independently with minimal supervision. Experience supporting a distributed/hybrid workforce preferred. Professionalism, discretion, and confidentiality when handling sensitive data and privileged access. Work ethic that aligns with Novara's core values: Put People & Customers First; Move with Pace, Purpose & Innovation; Be Transparent; Focus on What Matters; and Own It. Compensation Hourly Compensation Range: $31–$36 Annual Bonus Opportunity: 7.5% As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company‑funded Life Insurance, Employee Assistance Programs, and No‑cost Mental Health Benefits. Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles. Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means. Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast‑feeding and/or pregnancy‑related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally‑protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. 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