Senior IT Support Specialist

LG Energy Solution Michigan, Inc. • Westborough, MA

3d

About The Position

We are seeking a motivated and detail-oriented Senior Support Specialist to join our IT team. The Senior support specialist position is responsible for managing and supporting desktop systems and infrastructure and provides advanced technical support for end-users, focusing on troubleshooting complex issues related to Microsoft 365, Azure services, identity management through Microsoft Entra, and networking. This role requires strong problem-solving skills, excellent communication, and the ability to work independently while collaborating with other IT team members.

Requirements

• Familiarity with helpdesk ticketing systems
• Understanding of Microsoft Intune, including device provisioning and policy management.
• Strong tier 2 troubleshooting skills with solid knowledge of Windows, macOS, iOS, Android, and common business applications (e.g., Office 365, Salesforce, Jira).
• Awareness of IT security best practices.
• Customer service mindset.
• Time management and prioritization of tasks in a fast-paced environment.
• Ability to follow and develop detailed procedures with accuracy
• 5+ years of experience in a helpdesk or technical support role in Microsoft Cloud Environment.
• Experience with SharePoint Online and Microsoft 365
• Experience supporting Microsoft Entra ID and Intune
• Knowledge of endpoint management and security best practices.

Responsibilities

• Provide Level 2 support for escalated helpdesk tickets, ensuring timely resolution.
• Troubleshoot and resolve issues related to: Microsoft Entra ID including user provisioning, MFA, conditional access, and SSO. Microsoft 365 applications and services. Network connectivity issues (LAN/WAN, VPN, DNS, DHCP).
• Support SharePoint Online sites, document libraries, and permissions
• Document solutions, create knowledge base articles, and provide guidance to Level 1 technicians.
• Collaborate with infrastructure and security teams on escalations and projects.
• Ensure compliance with organizational security policies and best practices.
• Perform advanced hardware and software troubleshooting on desktops, laptops, mobile devices, and peripherals.
• Create, update, and maintain detailed documentation of tickets, solutions, and procedures.
• Support new user onboarding and offboarding processes, including account creation, permissions, and asset provisioning.
• Enforce endpoint security baselines and compliance policies
• Escalate complex or unresolved issues to Tier 3 support teams with proper documentation.
• Follow IT policies, procedures, and change management standards.
• Assist with tracking and maintaining inventory of IT assets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed