System Support Specialist

ASM Global•Philadelphia, PA

2d•Onsite

About The Position

This position reports directly to the Assistant Director of Information Technology and works closely with the Director of Information Technology to provide support to the operation, integrity, and security of the company’s end-user devices and systems.

Requirements

2–4 years of progressive experience in IT systems support, service desk operations, or desktop engineering.
Strong working knowledge of Windows 10/11, macOS, Microsoft 365 suite, Active Directory, and group policies (GPO).
Familiarity with cloud telephony platforms (Cisco Webex / Webex Control Hub).
Knowledge of basic networking concepts (VLANs, DHCP, DNS, IP routing, Wi-Fi authentication, VPNs, and firewall rules).
Ability to train non-technical operational personnel on mobile apps and software tools.
Strong written and verbal communication skills; ability to document complex procedures clearly.
Direct experience administering Microsoft 365, Active Directory, and Microsoft Intune in an enterprise environment.

Nice To Haves

Microsoft Certified: Endpoint Administrator Associate (MD-102)
Microsoft 365 Certified: Fundamentals (MS-900 / MS-102)
CompTIA Security+
Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
CompTIA certification (A+, Network+, Security+, or Server+).

Responsibilities

Provide tier-1 and tier-2 desktop, laptop, mobile device, peripheral, and application support to internal staff, clients, and facility partners in a timely and professional manner.
Respond to, troubleshoot, and resolve service desk tickets within established SLA targets.
Diagnose and resolve hardware, software, operating system (Windows/macOS/Linux), network connectivity, and Wi-Fi issues.
Perform daily user account administration, access role management, and troubleshooting for venue management applications including Momentus (Ungerboeck) and ABI (Master Specs / Terminals).
Support standard enterprise platforms including Microsoft 365, Teams, Microsoft Dynamics SL, Smartsheet, Adobe Creative Cloud, and ADP.
Log, track, and follow up on escalated software tickets with third-party software vendors.
Execute standardized onboarding and offboarding workflows across Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365.
Perform structured offboarding procedures: revoke sign-ins, convert Exchange mailboxes to Shared Mailboxes, archive OneDrive/local files to designated SharePoint repositories, deactivate Webex extensions, and reclaim software licenses.
Configure and deploy multi-factor authentication (MFA), Yubikeys, and passwordless authentication standards.
Configure, deploy, and maintain corporate laptops, desktops, mobile devices, and specialized POS/event terminals using Microsoft Intune and GPO policies.
Deploy, audit, and monitor endpoint security and RMM agents (e.g., SentinelOne, Cirrus, Darktrace, Datto).
Enforce corporate endpoint naming conventions, asset inventory hygiene, and periodic device reconciliation.
Assist in system hardening tasks, including VM access controls, GPO policy enforcement, and endpoint patch management.
Provision, reassign, and troubleshoot cloud telephony lines and physical desktop phones using Cisco Webex Central.
Maintain multifunction printer (MFP) fleet (Xerox/HP), manage PaperCut print management software, and troubleshoot configurations and service accounts.
Maintain and troubleshoot specialized printing hardware, including HP DesignJet plotters and command station printers.
Conduct 1-on-1 and group technical training for operational staff, foremen, and leads on mobile applications (e.g., Mobile Work Orders).
Author, update, and maintain internal Knowledge Base Articles (KBAs), standard operating procedures (SOPs), and user self-help documentation.
Coordinate IT asset tracking, hardware staging, and palletization for seasonal E-waste and C&D sustainability recycling initiatives.
Support IT team projects, system deployments, and virtual meeting/event security controls as assigned.
Work extended and/or irregular hours including nights, holidays, and weekends as dictated by event schedules.
Perform other job-related duties as assigned.