IT Support Specialist II

Modular Mission Critical•Caroline County, VA

6d•Onsite

About The Position

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following: PC and mobile device provisioning, including installation of the standard OS image, BIOS updates, drivers, and common application software using a combination of the MS Autopilot and manual procedures; verifying and updating network, user profile, and software configuration. Provisioning user accounts, group membership, access to core collaboration tools (MS Outlook email, MS Teams, MS SharePoint, OneDrive, and related), privileges and software licenses using established procedures via Microsoft Entra ID and vendor-specific tools. Troubleshooting (both on site and remotely via BeyondTrust/email/phone/MS teams) basic hardware, software compatibility issues, and network connectivity issues, and Microsoft 365 and related application issues; escalating complex problems to senior staff, coordinating OEM repairs. Network-attached multi-function printer configuration, including networking, security, and logging attributes; troubleshooting connectivity and printing issues. Reviewing and updating support requests (tickets) in the ITSM ticketing tool (Jira), providing regular updates, initiating escalations and logging resolutions. New hire set up ensuring a professional desk set up for new employees. Including, but not limited to dual monitor set up, docking station, cable management, etc.

Requirements

High school diploma with 3+ years of relevant experience.
A+ certification
AZ-900 fundamentals certification
Demonstrated experience performing the duties described above.
Technical knowledge and related skills in the following areas: Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
Familiarity of remote support tools
MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools

Nice To Haves

Optionally, MacOS concepts, organization, and core administration and troubleshooting tools

Responsibilities

PC and mobile device provisioning, including installation of the standard OS image, BIOS updates, drivers, and common application software using a combination of the MS Autopilot and manual procedures; verifying and updating network, user profile, and software configuration.
Provisioning user accounts, group membership, access to core collaboration tools (MS Outlook email, MS Teams, MS SharePoint, OneDrive, and related), privileges and software licenses using established procedures via Microsoft Entra ID and vendor-specific tools.
Troubleshooting (both on site and remotely via BeyondTrust/email/phone/MS teams) basic hardware, software compatibility issues, and network connectivity issues, and Microsoft 365 and related application issues; escalating complex problems to senior staff, coordinating OEM repairs.
Network-attached multi-function printer configuration, including networking, security, and logging attributes; troubleshooting connectivity and printing issues.
Reviewing and updating support requests (tickets) in the ITSM ticketing tool (Jira), providing regular updates, initiating escalations and logging resolutions.
New hire set up ensuring a professional desk set up for new employees. Including, but not limited to dual monitor set up, docking station, cable management, etc.