IT Support Specialist

TEKsystems•Berwyn, IL

5d•$25 - $30•Hybrid

About The Position

The IT Support Specialist provides advanced technical support and independently resolves a broad range of escalated IT incidents. This role serves as an escalation point for junior support analysts, contributes to knowledge management initiatives, supports process improvement efforts, and delivers high-quality end-user support across enterprise technology environments. The ideal candidate possesses strong troubleshooting skills across desktop, Microsoft 365, identity management, endpoint management, and enterprise support technologies, with the ability to drive issues through to full resolution while maintaining a high level of customer service.

Requirements

Help Desk Support
Desktop Support
Technical Troubleshooting
Active Directory Administration
Microsoft 365 Administration
Office 365 Support
Hardware Support
Windows 10/11 Support
Customer Service
Endpoint Management
Identity and Access Management (IAM)
MFA/SSO

Nice To Haves

Experience supporting and administering: Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Okta, Microsoft Intune, Windows Autopilot, JAMF, Windows Operating Systems
Strong understanding of: Identity Lifecycle Management, Endpoint Management, Enterprise Support Operations
Experience working in ITIL-based service management environments.
Ability to independently troubleshoot and resolve complex technical issues.
Experience managing enterprise device deployments and modern endpoint management solutions.
Knowledge of security, compliance, and endpoint management best practices.
Experience leading small technical projects, initiatives, or process improvements.
Experience with automation and scripting tools.
Relevant certifications preferred: Microsoft 365 Fundamentals, Microsoft Azure Fundamentals, JAMF Certification, ITIL v4 Foundation

Responsibilities

Provide support for escalated incidents requiring advanced troubleshooting and root cause analysis across desktop, application, network, and Microsoft 365 environments.
Independently diagnose and resolve complex technical issues utilizing elevated administrative permissions when required.
Serve as an escalation point for support personnel by providing technical guidance, mentorship, and knowledge transfer.
Administer and support Microsoft 365 technologies including: Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, User account administration, Licensing management.
Support identity and access management (IAM) processes including: User provisioning and deprovisioning, Role-based access control, Group management, Single Sign-On (SSO), Multi-Factor Authentication (MFA), Access troubleshooting.
Administer and troubleshoot: Active Directory, Microsoft Entra ID (Azure AD), Okta, Group Policy, User permissions, Authentication issues, Windows operating systems.
Manage endpoint lifecycle activities including: Device provisioning, Deployment, Configuration management, Software distribution, Compliance enforcement, Hardware and software troubleshooting.
Utilize Microsoft Intune, Windows Autopilot, and JAMF to support endpoint management and device administration.
Support enterprise hardware and software deployments while adhering to security and configuration standards.
Own communication and coordination of incidents through resolution, ensuring consistent stakeholder updates.
Participate in root cause analysis activities and contribute to continuous service improvement initiatives.
Develop and maintain knowledge base documentation, support procedures, and technical articles.
Collaborate with cross-functional IT teams to maintain consistent support standards, processes, and service delivery.