Modern Workplace Support Specialist

Altorfer CAT • Cedar Rapids, IA

1d • $20 - $40 • Hybrid

About The Position

We are seeking a proactive, technically skilled, and customer-focused Modern Workplace Support Specialist to join the IT support team. This position plays a critical role in delivering exceptional end-user support while optimizing the device lifecycle through modern management platforms such as Microsoft Intune and Windows Autopilot. The role supports users across desktop, mobile, cloud, and hybrid environments while helping advance automation, AI-driven support capabilities, security, and continuous process improvement. For highly qualified candidates, this position may be filled as a Lead Modern Workplace Support Specialist. The Lead level will provide technical guidance, help mentor other support staff, promote accountability across the team, and assist with resolving complex issues that require deeper investigation and ownership.

Requirements

• Associate degree in Information Technology or related field required; Bachelor's degree preferred.
• 2+ years of technical support experience in an enterprise environment, or equivalent combination of education and experience.
• Strong knowledge of Microsoft 365, Windows 11, Active Directory, Microsoft Entra ID, networking fundamentals, hardware troubleshooting, and software troubleshooting.
• Experience using enterprise ticketing systems and remote support tools.
• Ability to diagnose technical issues, research unfamiliar problems, identify root causes, and follow through to resolution.
• Strong customer service, written communication, verbal communication, organizational, and documentation skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Valid driver's license with acceptable driving record.
• Hands-on experience with Microsoft Intune, Windows Autopilot, endpoint policy management, and device compliance.
• Experience administering or supporting Exchange Online, Teams, SharePoint Online, OneDrive, Endpoint Security, Conditional Access, and Microsoft Defender.
• Working knowledge of PowerShell scripting, automation, Active Directory administration, and Group Policy.
• Familiarity with hybrid cloud and on-premises environments, Windows Server, backup, antivirus, patch management, and endpoint lifecycle practices.
• Understanding of AI-powered support tools, automated diagnostics, virtual agents, and automation-enabled support processes.
• Adaptability and willingness to learn new technologies, tools, and support methods.
• Accountability and ownership from issue intake through final resolution.
• Curiosity and ability to dig into problems, understand how systems work, and avoid surface-level fixes.
• Strong analytical thinking, sound judgment, and practical problem-solving skills.
• Professionalism, patience, and a service-oriented approach when working with users and teammates.
• Ability to clearly explain technical concepts to both technical and non-technical audiences.
• Collaborative mindset with a willingness to share knowledge and help improve the team.
• 5+ years of progressively responsible IT support experience preferred (Lead Level).
• Demonstrated experience mentoring, coaching, or guiding technical team members (Lead Level).
• Proven ability to handle escalated issues, perform root-cause analysis, and drive permanent corrective actions (Lead Level).
• History of improving support processes, documentation, standards, automation, or operational efficiency (Lead Level).
• Ability to influence peers, reinforce accountability, and help establish best practices across the support team (Lead Level).

Responsibilities

• Provide responsive Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, peripherals, business applications, and Microsoft 365 services.
• Troubleshoot and resolve hardware, software, Windows operating system, network connectivity, authentication, and application issues.
• Deliver remote and onsite support while maintaining a high level of customer service, ownership, and follow-through.
• Document incidents, requests, troubleshooting steps, root cause notes, and resolutions within the IT service management platform.
• Escalate complex issues appropriately while continuing to assist with investigation, documentation, and follow-up through resolution.
• Provision, deploy, and manage Windows devices using Microsoft Intune and Windows Autopilot.
• Configure, support, and troubleshoot device enrollment, compliance policies, configuration profiles, endpoint security policies, application deployment, and Windows Update for Business.
• Assist with device lifecycle management including setup, imaging or provisioning, replacement, inventory accuracy, reassignment, and retirement.
• Support Microsoft Defender, endpoint security initiatives, and compliance requirements across managed devices.
• Support Microsoft 365 services including Entra ID, Exchange Online, Teams, OneDrive, SharePoint Online, and Microsoft 365 Apps.
• Assist with account provisioning, license assignment, access requests, group membership, and identity lifecycle processes.
• Support multi-factor authentication, Conditional Access, password and authentication issues, and related security controls.
• Provide support for Active Directory, Microsoft Entra ID, and hybrid identity scenarios as needed.
• Use PowerShell and other automation tools to improve service delivery, reduce manual tasks, and support repeatable processes.
• Support AI-driven tools, virtual agents, automated diagnostics, and workflow improvements that improve the support experience.
• Identify recurring issues, investigate root causes, and recommend permanent corrective actions.
• Create and maintain knowledge base articles, support procedures, checklists, and technical standards.
• Participate in IT projects, upgrades, migrations, technology rollouts, and operational improvement efforts.
• Provide technical leadership and day-to-day guidance for other support staff (Lead Level).
• Assist with prioritizing work, handling escalations, and ensuring timely resolution of complex support issues (Lead Level).
• Coach and mentor team members on troubleshooting methodology, documentation standards, customer service, and ownership (Lead Level).
• Promote accountability, knowledge sharing, follow-through, and continuous improvement across the support team (Lead Level).
• Lead or assist with root-cause analysis, operational standards, process improvements, and support team readiness for new technologies (Lead Level).
• Help evaluate tools, automation opportunities, endpoint management practices, and support procedures (Lead Level).

Benefits

• Health, Dental, Vision, Disability, and Life Insurance
• 401(k)
• Paid Holidays
• Paid Parental Leave and Funeral Leave
• Paid Time Off: Prorated 80 hours of PTO + 1 Floating Holiday
• Education Assistance
• Personal Tool Insurance, and Safety Equipment Reimbursement
• Voluntary Benefits: Supplemental Insurance, Accident, Critical and Hospital Indemnity Insurance, Legal Assistance and Identity & Fraud Protection

What This Job Offers

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