Technical Support Specialist

SLR Consulting•New York, NY

2d•Onsite

About The Position

The Technical Support Specialist provides advanced, in-person and remote support for end-user devices and workplace technologies, resolving incidents escalated from Tier 1 and fulfilling service requests in line with ITIL 4 best practices. The role focuses on Windows 11 endpoints, Microsoft 365, Azure AD/Microsoft Entra ID, and device management via Microsoft Intune/Endpoint Manager, with hands-on responsibilities for hardware break/fix, imaging, IMAC (installs/moves/adds/changes), and conference room/meeting tech.

Requirements

2–4 years in desktop/deskside or Tier-2 support with proven L2 ticket ownership/resolution.
Strong hands-on experience with Windows 10/11, hardware break/fix, imaging, and IMAC processes.
Exposure to macOS.
Working knowledge of Microsoft Intune/Endpoint Manager (enrollment, profiles, compliance, app deployment) and familiarity with SCCM/ConfigMgr.
Experience supporting Azure AD/Microsoft Entra ID identities and Microsoft 365 apps (Teams/Outlook/Office).
Practical understanding of network basics (LAN/Wi-Fi/VPN) for endpoint troubleshooting.
Strong customer service, communication, and documentation skills; ability to work independently on site.

Nice To Haves

ITIL® 4 Foundation/Practitioner (Service Desk practice familiarity).
Microsoft certifications (e.g., MD-102/Modern Desktop, SC-900, or equivalent) and CompTIA A+/Network+.
Experience with Windows Autopilot, BitLocker, and Endpoint security integrations via Intune.

Responsibilities

Own and resolve L2 escalations for hardware, OS, application, and connectivity issues; document work and resolutions in the ITSM tool and escalate to L3/vendors when required.
Restore normal service as quickly as possible and manage service requests per Service Desk practice (incident/request).
Image, enroll, and manage Windows devices using Microsoft Intune.
Handle app deployments, patching, compliance, and BitLocker.
Support Onboarding, device re-imaging, and lifecycle tasks.
Maintain accurate device inventory and asset tags.
Troubleshoot Azure AD/Microsoft Entra ID sign-in, profiles, and access issues; perform password resets and basic account admin per policy.
Support Microsoft 365 apps (Outlook, Teams, OneDrive, Office desktop), collaboration tools, printing, and basic AV/meeting room setups.
Perform hardware break/fix on laptops, desktops, docks, and peripherals; coordinate OEM warranty repairs.
Execute IMAC activities; manage asset recovery, tagging, and disposal following process.
Provide occasional smart-hands support for local network/room equipment under guidance from L3 teams.
Maintain accurate ticket updates and knowledgebase articles; contribute to SLAs/KPIs and continual improvement.
Apply ITIL® 4 service desk practice concepts (communication focus, user experience) in daily operations.