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 is a customer-facing role 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 Microsoft 365 (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 Microsoft 365 administration — Entra ID, Exchange Online, and SharePoint Online
- Security technologies — Microsoft 365 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 (Microsoft 365 Fundamentals); ITIL 4 Foundation; Apple ACSP/ACMT
- Education: High school diploma or equivalent required; Bachelor's in Computer Information Systems, Management Information Systems, or Computer Science preferred