IT Support Technician

Catalyze • Purchase, NY

24d • $55,000 - $65,000 • Hybrid

About The Position

We are seeking a full‑time IT Support Specialist to join our Information Technology team. This individual will serve as the first point of contact for all IT-related issues across a hybrid corporate environment. The role requires strong technical troubleshooting abilities, excellent communication skills, and a solid understanding of endpoint, identity, networking, and security fundamentals.

The IT Support Specialist will ensure efficient day-to-day operations by resolving hardware, software, and network related issues, supporting endpoint deployments, maintaining documentation, and assisting with IT projects. This position requires 3 days per week onsite and occasional travel to additional office or field locations.

Your are:
An excellent communicator and customer focused professional who can translate technical issues into clear, supportive, user-friendly guidance - even in stressful situations.
Curious, energized by technology, and eager to learn, continuously expand your skills with modern tools, systems, and best practices.
Initiative-taking, detail-oriented, and adaptable, able to troubleshoot independently, document accurately, collaborate effectively, and thrive in a fast-paced, evolving environment.

Requirements

• Bachelors in IT/CS (or related) and 3–5 years in enterprise IT support.
• Hands‑on proficiency with Windows 10/11 and macOS administration; strong M365 user support.
• Practical experience with Intune/Endpoint Manager (device compliance, configuration profiles, app deployment) and Autopilot provisioning.
• Working knowledge of Azure AD / AD DS, MFA, Conditional Access, and M365 licensing.
• Network fundamentals: TCP/IP, DNS, DHCP, client VPNs; ability to diagnose endpoint connectivity.
• Scripting exposure (PowerShell) for bulk/admin tasks; comfort with log analysis (Event Viewer, Console).
• Clear, empathetic communication; customer service mindset; ability to manage multiple priorities.

Nice To Haves

• Certifications (any of): CompTIA A+ / Network+ / Security+, Microsoft MD‑102, MS‑900, AZ‑104 (helpful).
• Experience with endpoint EDR/XDR (e.g., Defender for Endpoint) and compliance reporting.
• Familiarity with Teams Phone administration/user support and conference room/Teams Rooms setups (IVR, call queues, device policies).
• Experience contributing to policy aligned onboarding/offboarding workflows, security and license audits, documentation management, and 2FA usage.

Responsibilities

• Provide timely resolution of Level 1 and Level 2 incidents related to hardware, software, network connectivity, user access, and security configuration.
• Triage incidents, document troubleshooting steps, and escalate complex issues to senior staff when needed.
• First level diagnostics of network related including: Wi-Fi authentication failures, captive portal issues, DNS/DHCP symptoms, basic router and switch troubleshooting, and VPN client logs.
• Manage user and permission administration across Azure AD and Microsoft 365, including user lifecycle (create/disable accounts, group memberships, DLs, mailbox setup), troubleshooting signing and Conditional Access issues.
• Manage unified communications and AV systems including Teams Phone and ensure conference room/Teams Rooms readiness by maintaining peripherals HDMI/BYOD functionality, firmware updates, and room booking integrations.
• Enforce device security baselines, OS/third party patching, and endpoint protection/EDR health.
• Generate weekly operational reports (ticket volumes, SLA attainment, top categories, mean time to resolution, endpoint compliance %).
• Create and maintain internal IT documentation, knowledge-based articles, SOPs, and troubleshooting guides.
• Join rotating on call for priority incidents outside business hours; provide remote support to traveling/off site users with clear comms and workarounds.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees