IT Support Specialist

Strategic Mission Critical • Clifton Park, NY

9h • $60,000 - $75,000 • Hybrid

About The Position

SMC is actively looking for an IT Support Specialist to assist our growing IT department as it supports a nationwide workforce of technical professionals. The Support Specialist provides Level 1 and Level 2 technical support across a Microsoft-centric environment, resolving a wide range of service requests while delivering excellent customer service. This role requires a proactive, self-motivated individual who is developing or already demonstrates well-rounded technical expertise, particularly within the Microsoft ecosystem. The ideal candidate is comfortable operating as part of a larger IT team and interfacing directly with colleagues from other departments to address their support needs, onboarding, and troubleshooting.

Requirements

• Hands-on experience supporting users in Microsoft 365 and SharePoint environments is required
• Working knowledge of Microsoft-based environments such as Entra ID, M365, Exchange Online, and Teams.
• Experience with incident and request management processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently, manage time effectively, and stay organized.
• Self-motivated learner with the ability to continuously build technical knowledge.
• Ability to follow procedures while also thinking critically and adapting as needed.
• Team-oriented mindset with willingness to collaborate, share knowledge, and assist colleagues.

Nice To Haves

• Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of technical training, industry certifications, internships, and relevant hands-on experience.
• Approximately 2–4 years of experience in help desk, desktop support, systems support, or a similar technical support role is preferred.
• experience performing routine administrative tasks within these platforms is preferred.
• Familiarity with Egnyte is a plus.
• Familiarity with Microsoft Intune is a plus.
• Familiarity with Power Automate and Microsoft automation tools is a plus.
• Well-rounded technical background is a plus, including experience in: Networking, Security, Microsoft administration, PowerShell / scripting experience, ideally with Microsoft Graph

Responsibilities

• Provide L1 and L2 technical support for systems, applications, and user issues.
• Respond to and resolve service requests across multiple business areas with urgency and consistency.
• Troubleshoot and resolve issues independently using established documentation and best practices.
• Troubleshoot and support a wide range of software applications, diagnosing user issues and identifying effective resolutions.
• Escalate complex issues when required with clear, detailed documentation.
• Document incidents, resolutions, and follow-up actions in the ticketing system.
• Coordinate handoff of issues to and from our managed service provider as appropriate.
• Configure and deploy laptops and desktops for end users.
• Perform basic troubleshooting and support for endpoint hardware.
• Set up and support laptops and IT accessories (docking stations, monitors, peripherals, etc.).
• Ensure devices are properly configured within the Microsoft environment (M365, Intune, etc.).
• Support onboarding/offboarding by preparing and reclaiming equipment.
• Contribute to and improve knowledge base articles and technical documentation.
• Communicate technical information clearly to both technical and non-technical users.
• Participate in projects, system improvements, and operational initiatives.
• Meet assigned deadlines and provide occasional after-hours support for scheduled deployments, office openings, system maintenance, or urgent operational needs.
• Have the ability to travel to other SMC offices as required (less than 5% travel).
• Maintain excellent organizational skills, with the ability to manage multiple tasks simultaneously.

Benefits

• 13 paid holidays
• 100% coverage of employee medical, dental, and vision insurance premiums for our full-time employees
• reimbursement of approved professional certifications and continuing education costs
• Spouse and dependent insurance premiums are subsidized by SMC
• employer-sponsored life and long-term disability insurance
• participation in our 401(k) plan, with annual safe harbor contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree