IT Support Specialist

Job Description As a Systems Support Specialist, you will provide hardware support for all AGI lines of business Computers, Tablets, Phones, and printers. Primary duties include systems installation, configuration, and administration; e-mail and user account management; patch management; hardware and application software installations and upgrades; problem troubleshooting, and general user assistance. Creating and maintaining internal documentation and sharing user insights to influence device designs, standards, and rollouts. Major Responsibilities Technical Services – Taking ownership and accountability for the projects and efforts assigned to you. Managing Office 365 users. Experience with Exchange Online (Office 365). Experience with imaging (Windows and/or macOS), package deployment, and systems management through Microsoft Intune. Company‑wide projects such as system upgrades and security rollouts. Testing and qualifying new hardware. Repair defective systems and printers. Manage Timeclock rollouts. Troubleshooting and configuration. Maintain updated remote‑access tools (e.g., Splashtop) on all devices. Work with PC vendors to create quotes and resolve warranty issues. Securely wipe and assist with surplus older equipment. Provide direct end‑user support for Windows, macOS, and Linux operating systems in a heterogeneous networked environment. Minimize the number of issues referred to level‑3 system admins. System Admin Responsibilities Initial OS installation and physical deployment of workstations to users. Monitor and resolve OS patch and antivirus issues. Conduct network troubleshooting and IP management. Application support, installation, and upgrades. Support and troubleshoot printer issues. Support departmental smartphones and tablets. Escalate unresolved issues to specialized Windows, macOS, and Linux administrators. Unbox and set up computing hardware. Independently answer help‑desk calls, e-mails, walk‑ins, and other technical requests in a customer‑friendly manner. Accurately record support incidents in the enterprise tracking system. Create, update, and maintain online support documentation. Maintain departmental inventory and place purchases as needed. Project Management Prepare, plan, and coordinate new technology implementation and existing technology upgrades for short‑ and long‑term projects. Conduct periodic reviews on ongoing projects and rollouts. Provide direct expert‑level technical support for client hardware device implementations. Administration Prepare regular status reports and discuss ongoing issues. Review and approve expense reports on time. Travel as required with minimum notice. Management Manage external resources as needed on all projects ensuring that tasks and projects are completed on time and within budget. Finance Participate in preparation of the annual departmental budget, approve expenditures, and monitor progress throughout the year. Review and revise budget as appropriate. Experience Relevant industry certifications preferred (e.g., Azure, Office 365 Admin). 3‑5+ years of virtual experience. Intune experience. VDI experience. Windows and Linux Server exposure. Scripting experience for automation. Experience working in support as a product specialist. Experience owning and leading cross‑functional projects that improve the user experience. Ability to turn countless support interactions into meaningful insights for future product designs. Effective communicator with flexible communication style. Analytical mindset and strong desire to incorporate data into everything one does. Demonstrated ability to prioritize team activities considering overall business direction. Demonstrated ability to manage multiple projects and timelines using a project‑management approach. Excellent teamwork, cooperation, and time‑management skills. Demonstrated ability to seek out relevant information and think analytically. Demonstrated ability to listen, understand, and respond effectively and timely. Seasoned knowledge of technological concepts, ITIL best practices and procedures. Knowledge of writing specifications, designs and standards for selection and implementation of technologies. Ability to thrive in an ambiguous, fast‑paced and dynamic environment. Self‑starter passionate about the support experience, with an analytical mindset, and effective communication at all levels. Equal‑Opportunity Statement Alliance Ground International is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal‑opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. #J-18808-Ljbffr lliance Ground International