IT Support Specialist

IT Support Specialist

This is a hybrid role and requires three days in the office in Ann Arbor, Michigan.

Job Purpose

The IT Support Specialist provides timely and effective technical support to NCMS staff. This role is responsible for resolving hardware and software issues, supporting end users, and delivering basic training. Success in this position requires strong communication skills, the ability to manage multiple priorities, and a customer-focused approach.

Primary Responsibilities

• Provide first-line, ticket-based technical support for hardware, software, and connectivity issues, both onsite and remotely, via phone, email, and the IT ticketing system.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, printers, and peripheral equipment.
• Install, configure, and troubleshoot Windows operating systems, standard applications, and approved third-party software.
• Perform routine and preventive maintenance to ensure optimal performance and reliability of computing equipment.
• Set up, configure, and deploy new workstations and devices in accordance with organizational standards.
• Maintain accurate inventory records for hardware, software licenses, and peripherals; support asset tracking and lifecycle management.
• Assist with onboarding and offboarding activities, including user account setup, permissions, and equipment provisioning.
• Provide support for Microsoft 365 applications (e.g., Outlook, Teams, OneDrive) and escalate issues when necessary.
• Foster strong technical partnerships with IT and MIS teams to collaboratively diagnose and resolve complex technical issues.
• Document support activities and contribute to internal knowledge base resources to promote consistency and self-service.
• Deliver professional, responsive customer service in all user interactions.
• Provide technical support for meetings and conference room setups.
• Assist with office moves, including relocation and setup of technical equipment.
• Perform other duties as assigned.

Required Qualifications

• Must be a citizen of the United States.
• Must have or be eligible to obtain government security clearance.
• Must be fully vaccinated against COVID-19 unless legally exempt.
• Flexibility to work a hybrid schedule; three days in the office & two days home.
• Three years of experience in IT support, help desk, or technical troubleshooting.
• Proficiency with Windows 10/11, basic networking concepts (IP, DNS, DHCP), and device imaging.
• Familiarity with Microsoft 365 applications and user account management.
• Experience with device management platforms (e.g., Microsoft Intune, SCCM).
• Experience supporting mobile devices (iOS, Android) in a business environment.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent organizational, communication, and customer service skills.
• Experience working with help desk or ticketing systems.
• Relevant certifications such as CompTIA A+ or Microsoft Certified are preferred.

Physical Requirements

• Ability to remain in a stationary position for extended periods while working at a computer.

This position is contingent upon the successful completion of a background screening, which may include checks for criminal history, driving records, financial history, and education verification, as permitted by law.

NCMS IS AN EQUAL OPPORTUNITY EMPLOYER

To apply, please submit the position title you are interested in and resume in PDF format only by email to View email address on click.appcast.io