IT Support Specialist

Millstone Medical•Olive Branch, MS

17d•Onsite

About The Position

Millstone Medical is seeking a self-directed IT Support Specialist to join their ITTS team. This role serves as an intermediate escalation resource, handling moderately complex technical issues. The specialist will resolve escalated incidents and service requests, maintain endpoint and collaboration environments, contribute to knowledge management, and support continuous service improvement while developing towards greater autonomy and subject matter ownership. Millstone Medical is an MMO company known for medical device distribution and process manufacturing, committed to quality, growth, and career pathing.

Requirements

Solid working knowledge of Windows 10/11 administration and troubleshooting.
Hands-on experience with Microsoft 365 suite (Exchange, Teams, SharePoint, OneDrive).
Familiarity with Active Directory /Microsoft Entra ID for user and device management.
Experience with enterprise endpoint management tools (Intune, SCCM, or equivalent).
Basic to intermediate scripting ability (PowerShell preferred; Bash/Python a plus).
Working knowledge of TCP/IP networking concepts, VPN, DNS, and DHCP.
Experience using ITSM ticketing platforms.
Familiarity with Windows Autopilot or OS deployment processes.
Structured troubleshooting approach with ability to escalate appropriately.
Clear written and verbal communication with both technical and non-technical stakeholders.
Ability to manage multiple concurrent tickets and prioritize by business impact.
Collaborative team contributor with a continuous improvement mindset.
Developing documentation and knowledge-sharing habits aligned to ITIL principles.
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered.
2–4 years of IT support experience, with at least 1 year in an intermediate support capacity.
Experience in a structured ITSM environment with defined SLAs and escalation paths.

Nice To Haves

Relevant certifications preferred or in progress: CompTIA A+, Network+, Security+, or equivalent.

Responsibilities

Receive and resolve support requests and escalations via the ITSM ticketing platform.
Diagnose and resolve intermediate hardware, software, networking, and identity/access issues.
Provide deskside and remote support for business-impacting incidents with appropriate urgency and communication.
Maintain and troubleshoot computers, printers, network devices, AV systems, conference room technology, printers, and digital signage.
Maintain, support, and troubleshoot end-user and operational technology, including wired and wireless devices, peripherals, and related technology equipment.
Escalate complex or unresolved issues to Engineer/specialist teams with thorough documentation.
Support Windows endpoint management tasks including imaging, provisioning, and lifecycle activities.
Administer and troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
Support enterprise mobility management (Intune/MDM) and assist with endpoint security compliance checks.
Assist with Active Directory / Microsoft Entra ID user, group, and device management at an operational level.
Execute Autopilot deployments and contribute to desktop image maintenance.
Author and maintain knowledge base articles, and SOPs.
Maintain accurate ticket documentation including resolution steps, root cause notes, and time tracking.
Contribute to IT asset inventory accuracy and configuration records.
Meet or exceed defined SLA targets for incident response and resolution.
Contribute to team KPI by maintaining accurate ticket data and resolution notes.
Identify recurring failure patterns and escalate systemic issues to senior staff.
Participate in team meetings to support continuous improvement.