IT Support & Operations Specialist

Roy Jorgensen Associates•Frederick, MD

9d•Hybrid

About The Position

The IT Support & Operations Specialist provides day-to-day technology support to RJA employees across corporate, remote, and field locations. The position serves as a primary point of contact for Help Desk requests and is responsible for end-user support, device deployment, account and application access, mobile-device support, technology purchasing, equipment lifecycle coordination, and first-line support for key business and field systems. The role works closely with internal IT staff, vendors, carriers, and managed service providers to resolve technology issues quickly and appropriately escalate advanced technical issues.

Requirements

Provide Tier 1 and Tier 2 support for laptops, desktops, mobile devices, printers, scanners, peripherals, Microsoft 365, and common business applications.
Troubleshoot hardware, software, email, login, account, permissions, MFA, Authenticator, and connectivity issues.
Deliver remote support to employees in corporate offices, field offices, project locations, and home offices.
Manage assigned Help Desk tickets through resolution, including documentation, prioritization, user communication, follow-up, and escalation.
Identify recurring issues and help develop standard procedures or permanent solutions.
Provide first-line support for Outlook and email, Microsoft Teams, SharePoint and OneDrive, Microsoft 365 applications, password resets and account access, MFA and Microsoft Authenticator, shared mailboxes and distribution groups, and basic user permissions and licensing.
Escalate advanced Microsoft 365, Entra ID, or security administration issues to the appropriate technical resource.
Prepare and coordinate technology requirements for new employees, including accounts, email, MFA, software access, laptops, phones, and peripherals.
Support employee transfers, name changes, equipment replacements, and role changes.
Coordinate account and equipment requirements for employee separations, including recovery, reassignment, replacement, and tracking of company technology.
Provide first-line operational support for key RJA systems including Netradyne Driver-i / VLS, Geotab / MyGeotab, JDE, JAMMS, and mobile and field applications.
Resolve common access, login, device, application, and basic configuration issues, coordinating with vendors or senior technical resources when deeper platform support is required.
Support company-owned smartphones and tablets, including activation, replacement, reassignment, email, MFA, and application setup.
Support Microsoft Intune and Samsung Knox-enrolled devices.
Troubleshoot basic carrier, SIM/eSIM, cellular-service, and mobile application issues and coordinate with wireless carriers and vendors as needed.
Purchase approved IT hardware, mobile devices, peripherals, accessories, and related technology; obtain quotes and coordinate with approved vendors.
Track orders, shipments, returns, replacements, warranties, equipment assignments, and lifecycle records.
Maintain appropriate inventory and spare-equipment levels and prepare, stage, and coordinate equipment for deployment.
Assist with technology preparation for new offices, field projects, and mobilizations.
Coordinate laptops, phones, monitors, printers, scanners, peripherals, connectivity needs, and related equipment.
Coordinate with field personnel, carriers, vendors, and other IT resources during project startup and deployment.
Troubleshoot basic internet, Wi-Fi, VPN, remote-access, and connectivity issues and determine when escalation to network, infrastructure, or MSP resources is required.
Review and triage phishing reports, suspicious emails, security notifications, and automated technology alerts.
Escalate potential cybersecurity incidents according to established procedures.

Nice To Haves

Advanced responsibilities are escalated to the Systems Administrator, MSP, vendor, or other appropriate technical resource, including: Firewall administration and enterprise networking Azure architecture and server engineering Advanced Entra ID administration and cybersecurity engineering API development, automation, and enterprise systems integration

Responsibilities

Provide Tier 1 and Tier 2 support for laptops, desktops, mobile devices, printers, scanners, peripherals, Microsoft 365, and common business applications.
Troubleshoot hardware, software, email, login, account, permissions, MFA, Authenticator, and connectivity issues.
Deliver remote support to employees in corporate offices, field offices, project locations, and home offices.
Manage assigned Help Desk tickets through resolution, including documentation, prioritization, user communication, follow-up, and escalation.
Identify recurring issues and help develop standard procedures or permanent solutions.
Provide first-line support for Outlook and email, Microsoft Teams, SharePoint and OneDrive, Microsoft 365 applications, password resets and account access, MFA and Microsoft Authenticator, shared mailboxes and distribution groups, and basic user permissions and licensing.
Escalate advanced Microsoft 365, Entra ID, or security administration issues to the appropriate technical resource.
Prepare and coordinate technology requirements for new employees, including accounts, email, MFA, software access, laptops, phones, and peripherals.
Support employee transfers, name changes, equipment replacements, and role changes.
Coordinate account and equipment requirements for employee separations, including recovery, reassignment, replacement, and tracking of company technology.
Provide first-line operational support for key RJA systems including Netradyne Driver-i / VLS, Geotab / MyGeotab, JDE, JAMMS, and mobile and field applications.
Resolve common access, login, device, application, and basic configuration issues, coordinating with vendors or senior technical resources when deeper platform support is required.
Support company-owned smartphones and tablets, including activation, replacement, reassignment, email, MFA, and application setup.
Support Microsoft Intune and Samsung Knox-enrolled devices.
Troubleshoot basic carrier, SIM/eSIM, cellular-service, and mobile application issues and coordinate with wireless carriers and vendors as needed.
Purchase approved IT hardware, mobile devices, peripherals, accessories, and related technology; obtain quotes and coordinate with approved vendors.
Track orders, shipments, returns, replacements, warranties, equipment assignments, and lifecycle records.
Maintain appropriate inventory and spare-equipment levels and prepare, stage, and coordinate equipment for deployment.
Assist with technology preparation for new offices, field projects, and mobilizations.
Coordinate laptops, phones, monitors, printers, scanners, peripherals, connectivity needs, and related equipment.
Coordinate with field personnel, carriers, vendors, and other IT resources during project startup and deployment.
Troubleshoot basic internet, Wi-Fi, VPN, remote-access, and connectivity issues and determine when escalation to network, infrastructure, or MSP resources is required.
Review and triage phishing reports, suspicious emails, security notifications, and automated technology alerts.
Escalate potential cybersecurity incidents according to established procedures.