It Support Specialist

Purpose

Delivers day-to-day end-user IT support across assigned OpCos and offices — resolving hardware, software, and access issues quickly so employees can stay productive. Owns the onboarding and offboarding workflow for new and departing employees, maintains accurate device inventory, and serves as the visible, human face of the IT function for the majority of the company.

Delivers day-to-day end-user IT support across assigned OpCos and offices — resolving hardware, software, and access issues quickly so employees can stay productive. Owns the onboarding and offboarding workflow for new and departing employees, maintains accurate device inventory, and serves as the visible, human face of the IT function for the majority of the company.

• Tier 1 & 2 enduser support. Serves as the first point of contact for IT support requests across assigned OpCos via Zen Desk — troubleshooting hardware, software, M365 applications, account access, and connectivity issues. Resolves Tier 1 issues independently and escalates Tier 2/3 to Cloud Engineers with full documentation.
• Zen Desk ticket management. Logs, categorizes, prioritizes, and updates all support requests in Zen Desk. Maintains SLA compliance on assigned tickets and contributes to queue hygiene across the team. Identifies repeat issues and flags patterns to the IT Operations Manager for root cause resolution.
• Onboarding and offboarding. Executes the enduser onboarding and offboarding workflow — device imaging and configuration, M365 account setup, application provisioning, equipment shipping or collection, and access confirmation. Partners with HR to hit onboarding SLAs across all OpCos and offices.
• Device management support. Manages day‑to‑day device lifecycle tasks — equipment inventory tracking, Intune device enrollment, loaner device management, and coordination of hardware repairs or replacements. Maintains accurate asset records across all 12 offices.
• Account and access management. Handles routine identity requests — password resets, MFA setup and troubleshooting, account unlocks, and distribution group changes — within approved Cloud Engineer guardrails in Entra .
• Office and remote site support. Provides remote support to all 12 offices and travels to sites as needed for equipment deployments, refresh cycles, or onsite troubleshooting. Documents site‑specific configurations and known issues.
• Documentation and knowledge base. Creates and maintains Zen Desk knowledge base articles, IT FAQs, and enduser how‑to guides. Contributes to reducing repeat ticket volume by improving self‑service resources.
• Vendor coordination. Interfaces with hardware vendors, ISPs, and the MSP for procurement, shipping logistics, and break‑fix dispatch. Tracks open vendor tickets and follows up to resolution.

• 14 years of IT support or helpdesk experience in a corporate environment (level dependent)
• Proficiency with Microsoft 365 end‑user applications — Outlook, Teams, SharePoint, One Drive
• Familiarity with Intune device enrollment and basic endpoint troubleshooting
• Zen Desk or comparable ITSM ticketing system experience preferred
• CompTIA A+ or Microsoft MD102 certification preferred (or willingness to pursue)
• Excellent communication skills — able to explain technical issues clearly to non‑technical end users
• Comfortable working across time zones and supporting remote and hybrid employees

• Zen Desk / ITSM ticketing
• Microsoft 365 end‑user support
• Entra  / account management
• Intune / device enrollment
• Onboarding workflows
• Asset management
• End‑user communication
• Knowledge base authoring