IT Support Specialist

CRB•Philadelphia, PA

7d•Onsite

About The Position

We are seeking a highly skilled and proactive in-office Support Specialist to join our IT Support team. This role is pivotal in supporting our employees and maintaining the integrity of office IT infrastructure. The ideal candidate will possess technical expertise in modern endpoint management, security, and automation, and will thrive in a fast-paced environment focused on technical excellence and innovation.

Requirements

Minimum Qualifications
Associate degree or equivalent years of experience, preferred.
Minimum of three years of relevant experience required.
Proactive mindset with a passion for technology and innovation.
Customer-centric approach with empathy and patience.
Detail-oriented with a commitment to documentation and process adherence.
Modern Desktop Administrator Associate Certification, or equivalent technical certification.

Nice To Haves

Additional Qualifications
Demonstrated ability to guide and effectively communicate with technical and non-technical resources.
Advanced skills in Modern Equipment Management, including Windows 11, Autopilot, and Endpoint Analytics.
Experience supporting and troubleshooting applications (Microsoft M365, Microsoft Teams and other SaaS applications).
Experience with using remote monitoring and management tools (RMM).
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and basic routing/switching principles.
Works effectively under immediate supervision and collaboratively in a dynamic environment.
Positive upbeat personality with a strong focus on customer service.
Familiar with an end-user support and computing environment.
Willing to learn and take on new assignments.
Has organizational skills and can prioritize and handle multiple tasks.
Demonstrated analytical and problem-solving skills.
Preferred knowledge of the commonly used concepts, practices and procedures in architecture, engineering, and construction industries.

Responsibilities

Provide Tier 2 technical support for employees, resolving hardware, software, and network issues in a timely and professional manner.
Assist in onboarding and offboarding processes, including provisioning and deprovisioning of user accounts and equipment.
Ensure successful implementation, support and inventory of all office technologies within the assigned region; including printers and audio/visual equipment.
Utilize modern equipment management tools (e.g. Intune) to monitor and maintain device compliance and performance.
Maintain a high level of customer service and professionalism while supporting employees in person and remotely.
Monitor and respond to alerts from endpoints and network monitoring tools.
Assist with queue shift management, as needed.
Develop and maintain scripts for automation for process improvement within the support function.
Demonstrated use of AI and automation for process improvement within the support function.
Participate in rotating on-call schedule and adhere to SLA’s.
Travel to support remote offices and sites (up to 10%).