IT Support Specialist

BradyPLUS•Upper Marlboro, MD

3d•$27 - $29•Onsite

About The Position

The IT Support Specialist assists the IT department in maintaining company computer systems, printers, hardware, and providing technical support to employees across BradyPLUS locations. The position supports daily administration of a network and server environment; installs upgrades, patches, applications, and equipment; and assists with disaster recovery, security, and backup and restore plans. It is a primary point of contact for end-user technical support, managing incidents and service requests through Freshservice while meeting established SLAs. The role also supports endpoint management, Microsoft 365 administration, user lifecycle management, phone system support, and compliance with IT security policies. This position requires full-time onsite work. The role provides on-site and remote support across BradyPLUS locations for desktops, laptops, mobile devices, printers, audiovisual equipment, peripherals, software, and network access. It helps maintain network operations and endpoint systems, provisions devices and user accounts, supports Microsoft 365 and the 8x8 phone system, monitors backups, assists with security incidents, and manages IT assets. The specialist also provides user training, maintains documentation, supports regional IT initiatives and upgrades, and collaborates with internal IT teams.

Requirements

At least 2 years of experience in an IT support or help desk role.
High school diploma or equivalent.
Strong troubleshooting, problem-solving, organization, and documentation skills.
Excellent interpersonal and communication abilities and a customer-first approach.
Ability to manage multiple priorities in a fast-paced environment.
Strong knowledge of Windows 10/11 and macOS; familiarity with iOS and Android support.
Proficiency in Microsoft 365 and basic administration.
Experience with ticketing systems, Active Directory, Microsoft Entra ID, Intune, network troubleshooting, and endpoint/security tools.
Ability to provide user training and guidance on IT systems, tools, and best practices.

Nice To Haves

Experience supporting a multi-site or distributed enterprise environment.
Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications.
Prior experience developing knowledge base articles or procedural documentation.

Responsibilities

Complete help desk tickets and document resolutions; monitor ticket volume, prioritize requests, and ensure timely response and resolution within established SLAs.
Provide on-site and remote technical support for desktops, laptops, mobile devices, printers, audiovisual equipment, peripherals, software, and network access across BradyPLUS locations.
Maintain network operations and the endpoint environment, including PC hardware and software, security tools, firewall/VPN access, printers, phone systems, building security devices, and related upgrades.
Set up, configure, provision, and maintain new and existing PCs and mobile devices through manual imaging and Microsoft Intune.
Support user onboarding and offboarding, including Active Directory and Microsoft Entra ID account administration, Microsoft 365 licensing, distribution and security groups, and access to network shares, ERP, and CRM systems.
Support Microsoft 365 applications and services, including Teams, Outlook, Exchange, SharePoint, and OneDrive.
Assist with 8x8 phone system administration, including user provisioning, voicemail setup, and call quality troubleshooting.
Monitor backups, review logs, support backup and restore procedures, and assist with incident response for phishing, malware, and other security events.
Manage IT asset inventory, equipment deployment, shipping, return processing, secure reimaging, and hardware/software audits.
Provide user training, develop knowledge base documentation, support regional IT initiatives and system upgrades, and collaborate with internal IT teams to resolve complex issues and improve service delivery.
Perform additional duties or special projects as assigned.