IT Support Specialist

JOB SUMMARY

This role supports a large-scale laptop refresh initiative for over 400 US users, aimed at harmonizing devices. The IT Project Specialist will be directly involved in imaging, configuring, and preparing Windows laptops according to established standards. Responsibilities include coordinating with end users to schedule appointments, providing day-of support, and performing device setup. This position also entails tracking assets, decommissioning legacy devices, troubleshooting, and maintaining accurate records while adhering to security and compliance standards. Additionally, the role involves configuring 35 label printers and 20 Android tablets.

Key Responsibilities

• Image, configure, and prepare Windows laptops according to Merck standards (e.g., OS, drivers, security baselines, VPN, productivity tools).
• Coordinate directly with end users to schedule swap appointments, set expectations, and provide day-of support.
• Perform device setup: account sign-in, policy/application deployment, BitLocker enablement, network/VPN validation, and basic data transfer guidance.
• Track assets and logistics (shipping/receiving, inventory updates, asset tagging/assignment, chain-of-custody documentation).
• Decommission legacy devices per guidance (wipe/sanitize, return, or disposal workflows) while following data protection practices.
• Troubleshoot common hardware/software issues; elevate complex cases promptly.
• Maintain accurate records in ticketing/asset systems and report weekly progress against project milestones.
• Follow security, privacy, and compliance standards throughout the rollout.
• Assist in configuring 35 label printers and 20 Android tablets.

Required Qualifications

• 2–5 years of IT support or end-user computing experience.
• Hands‑on experience with Windows 10/11 imaging and deployment (e.g., Autopilot/Intune, SCCM, or similar tools).
• Familiarity with Azure AD/Entra ID, BitLocker, VPN, and basic networking.
• Strong customer service, communication, and coordination skills; comfortable working with non‑technical users.
• Detail‑oriented, organized, and able to manage a high volume of appointments.
• Good customer service skills.
• Organized.
• Multi‑tasker.
• Windows and MS Office experience.

Preferred Qualifications

• Experience with ServiceNow or similar ticketing/asset platforms.
• Prior experience in large‑scale device deployments or logistics coordiation.

Certifications

• CompTIA A+
• Microsoft Endpoint Administrator certification