IT Support Specialist
About The Position
The IT Support Specialist serves as a primary point of contact for end users across the organization, delivering responsive, high-quality technical support while contributing to the day-to-day operations of the IT department. This role handles Tier 1 and Tier 2 support, drives employee onboarding and offboarding, manages IT assets, and helps maintain the documentation and processes that keep our environment running smoothly. The ideal candidate is a strong communicator, a methodical troubleshooter, and someone who takes ownership of issues from first contact through resolution.
Requirements
- Extensive knowledge of: Microsoft Windows operating system. Microsoft Office 365 and related services.
- Working knowledge of: Microsoft technology stack, including Active Directory / Entra ID, M365, Azure, and related products. Desktop/laptop imaging methodologies (Intune). Software packaging, app deployment, and automated software installation (Intune). Identity and access management fundamentals, including user lifecycle, licensing, and MFA. Remote support / remote access tools. A/V conference technology (Microsoft Teams).
- Fundamental awareness of: Scripting languages (VBScript, PowerShell, etc.). Networking fundamentals (TCP/IP, DNS, DHCP).
- Associate degree in Computer Science, Information Technology, or related field, and/or 3–5 years of equivalent work experience.
- Must possess personal tact, discretion, and good judgment, with excellent interpersonal, written, and verbal communication skills.
- Problem-solving skills, including the ability to identify and evaluate an appropriate course of action.
Nice To Haves
- IT project experience as a major contributor is a plus.
Responsibilities
- Delivers an exceptional end-user experience through clear communication, responsive follow-through, and strong advocacy for user issues within IT.
- Serves as the first point of contact for end users seeking technical assistance via email, ticketing system, and chat.
- Diagnoses and resolves issues through remote troubleshooting, asking targeted questions to identify root cause.
- Provides Tier 1 and Tier 2 support and manages clean hand-offs to Tier 3 when appropriate.
- Executes employee onboarding and offboarding, including provisioning and deprovisioning of software licenses, accounts, and access; imaging and building machines; and coordinating equipment delivery.
- Administers Microsoft 365 and Entra ID, including user account, license, and group management.
- Supports endpoint management and device enrollment through Intune and Autopilot, including imaging and configuration workflows.
- Supports basic security operations, including MFA and conditional access administration, phishing response, and general security hygiene.
- Maintains IT asset and inventory management for both hardware and software.
- Creates and maintains knowledge base articles and process documentation; identifies and recommends improvements to existing processes.
- Provides feedback on global documentation to ensure efficient, consistent troubleshooting across the team.
- Provides occasional after-hours support for emergencies and planned maintenance (see On-Call below).
Benefits
- Generous Paid Time Off and Holiday pay
- Comprehensive health benefits plus dental, vision, short and long-term disability, and life insurance.
- HSA contribution
- Paid Family Leave
- 401k match
- Remote Work
- Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
