Technology Specialist

Apogee•Cary, NC

1d•Onsite

About The Position

Apogee Consulting Group is a full-service architecture and engineering firm focused on healthcare design. The Technology Specialist supports the organization’s technology infrastructure, troubleshoots hardware and software issues, and provides technical support. This role is the first point of contact for employees with technical issues and helps keep technology systems secure, reliable, and efficient. It supports multiple IT department areas, with an emphasis on end-user system management and support. The position works closely with the IT Support Manager on daily priorities, assignments, and escalations, and assists with technology initiatives as directed by the Director of Technology and IT Support Manager. The role provides in-person, telephone, and remote support; manages end-user devices and accounts; assists with infrastructure operations and security; and maintains support documentation and processes. The work takes place in an open office environment with flexibility. Apogee offers a benefits package that includes vacation, insurance, retirement benefits, paid holidays, professional license bonuses, and education reimbursement. U.S. citizenship is required because Apogee is a federal contractor, and background checks will be performed.

Requirements

At least a high school diploma or equivalent is required.
Three or more years of experience in IT support, end-user systems administration, or a related technical role.
Required knowledge of Office 365, Windows Desktop OS Management, Identity Management (Active Directory / Entra ID), Ticketing Systems Management, and hardware and peripheral troubleshooting.
U.S. citizenship is required.
Ability to frequently lift or move objects up to 10 pounds and occasionally lift or move objects up to 25 pounds.

Nice To Haves

An associate’s degree or equivalent from a two-year college or technical school is preferred; relevant certificates or degrees in IT, computer science, or a related field will also be considered.
CompTIA A+, Network+, or Security+ certification preferred.
Microsoft 365 Endpoint Administrator certification or equivalent preferred.
Preferred skills include Virtual Desktop Infrastructure Management, Mobile Device Management, System Imaging Management, Windows Update Management, Endpoint Security, basic networking (TCP/IP, DNS, DHCP, wireless), Windows Server Administration, and VoIP.

Responsibilities

Serve as a primary point of contact for employees experiencing technical difficulties.
Provide technical support in person, by phone, and through remote support tools.
Take day-to-day directions from the IT Support Manager on priorities, assignments, and escalations.
Collaborate with IT team members and other departments to resolve issues and support technology initiatives.
Communicate technical information clearly and courteously to non-technical users.
Troubleshoot and resolve hardware, software, and peripheral issues on desktops, laptops, mobile devices, printers, and VDI desktops.
Manage and maintain end-user systems, including Windows desktop OS deployment, imaging, configuration, and update management.
Administer user accounts, permissions, and access through identity management and Office 365.
Enroll, configure, and support mobile devices through Mobile Device Management.
Prepare, deploy, and recover equipment and accounts for employee onboarding and offboarding.
Perform user-requested software installations and maintain hardware, software, and license inventory.
Log, prioritize, and track requests through the ticketing system through resolution, escalating issues as appropriate.
Assist with maintenance and operation of technology infrastructure, including servers, network, VoIP, and backup systems.
Help secure end-user systems by applying security policies, endpoint protection, and patches.
Assist with technology projects and initiatives as directed by the Director of Technology and IT Support Manager.
Maintain the support knowledge base and technical documentation.
Continuously evaluate and refine processes to improve efficiency and effectiveness.
Provide guidance and training to end users on hardware, software, and security best practices.
Seek professional development and stay abreast of technology trends and best practices.