IT Support Specialist

Odyssey Systems Consulting Group, Ltd.•Wakefield, MA

16d•Hybrid

About The Position

Odyssey Systems is seeking a skilled and dependable IT Support Specialist to provide end-user and systems support across multiple sites. This role will report directly to the Director of IT and will serve as a key IT resource supporting a growing organization of approximately 300 indirect and 1800 direct employees. This position is ideal for a hands-on IT professional who combines strong technical troubleshooting ability with clear, confident communication — especially when supporting VIP stakeholders.

Requirements

Must be a US citizen
High School Diploma
5+ years of experience
A+, Network+
5+ years of hands-on IT support experience (Tier 1/Tier 2)
Experience supporting both Windows environments
Strong experience with remote support tools and workflows
Professional experience with Microsoft 365 administration and Entra ID
Strong troubleshooting skills: able to isolate issues quickly and escalate appropriately
Stong customer service skills
Strong organizational skills
Deliver consistent, reliable support outcomes
Communicate clearly with stakeholders (especially VIP users)
Proactively document systems and support procedures
Contribute to measurable improvements in security, endpoint management, and user onboarding quality
Be dependable and accurate — matching confidence with real capability

Nice To Haves

Bachelor's Degree
Microsoft M365, Azure , ITIL
Scripting or programming experience (PowerShell, Python, etc.)
Experience conducting security audits, access reviews, and systems compliance checks

Responsibilities

End-User Support (Remote + Desk-side)
Provide Tier 1 / Tier 2 support for Windows users in a hybrid environment.
Troubleshoot and resolve issues across hardware, operating systems, SaaS applications, connectivity, and end user security.
Provide professional, high-touch support to all user levels, including executives and other remote and hybrid users across the country.
Support conference rooms and AV / meeting technology as needed.
Onboarding, Offboarding, and Provisioning
Own end-user onboarding/offboarding workflows including:
Laptop provisioning
Account creation / deprovisioning
Software deployment
Access requests and approvals
Provision and manage users and access in Microsoft 365 and Entra ID
Maintain documentation and ensure procedures are consistent and auditable.
Device Management & Endpoint Operations
Administer and support endpoint management systems including:
Microsoft Intune
NinjaOne
Windows Autopilot
Support endpoint security tooling such as Microsoft Defender and Bitdefender.
Track, manage, and maintain endpoint inventory lifecycle (procurement, configuration, deployment, repairs, replacements).
ITSM & Documentation
Work within ITSM ticketing systems to track, resolve, and document support activities.
Create and maintain Knowledge Base (KB) documentation and user-facing guides.
Contribute to continuous improvement of IT workflows and service delivery (ITSM).
User directory audit and access validation (M365)
Endpoint inventory audit and lifecycle controls
Creation and improvement of KB articles and internal IT documentation
Supporting integrations or company expansion initiatives (including multi-site support)