It Support Specialist

TEKsystems•Berwyn, IL

8d•$25 - $30•Hybrid

About The Position

The IT Support Specialist provides more advanced troubleshooting and independently resolves a broad range of support tickets. This role acts as an escalation point for junior analysts, contributes to knowledge documentation, and supports process improvement initiatives.

Requirements

Troubleshooting
active directory
office 365
desktop support
hardware
windows 10
customer service

Responsibilities

Provide Tier 2 support for escalated incidents requiring advanced technical troubleshooting and root cause analysis across desktop, application, network, and Microsoft 365 environments.
Independently diagnose and resolve complex technical issues, leveraging elevated administrative access when required to deliver end-to-end issue resolution.
Serve as an escalation point for Tier 1 support analysts, providing guidance, knowledge transfer, and technical expertise on challenging incidents.
Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint Online, licensing, and user account management.
Working knowledge of identity and access management (IAM) processes, including user provisioning and deprovisioning, role-based access assignments, group management, single sign-on (SSO), multifactor authentication (MFA), and access troubleshooting using Okta, Microsoft Entra ID (Azure AD), Active Directory, or similar IAM platforms.
Administer and troubleshoot Active Directory, user permissions, authentication issues, group policies, and Windows operating system-related incidents.
Manage the endpoint lifecycle, including device provisioning, deployment, configuration management, software distribution, compliance enforcement, and troubleshooting utilizing Microsoft Intune, Windows Autopilot, and JAMF.
Support enterprise hardware and software deployments while maintaining standardized configuration baselines and security requirements.
Own communication and coordination for incidents within scope, ensuring timely stakeholder updates and issue resolution.
Participate in root cause analysis activities for recurring incidents and contribute to continuous service improvement initiatives.
Contribute to the development and maintenance of knowledge base articles, support documentation, and operational procedures.
Collaborate with global IT teams to ensure consistent support standards, processes, and customer experience across regions.