Modern Workplace Support Specialist

Working Hours/Days

Working Hours:

7:00 am to 4:00 pm Monday - Friday, additional hours if necessary. Some travel throughout Altorfer's territory in Iowa, Illinois, Indiana, and Missouri, including overnight travel.

We are seeking a proactive, technically skilled, and customer-focused Modern Workplace Support Specialist to join the IT support team. This position plays a critical role in delivering exceptional end-user support while optimizing the device lifecycle through modern management platforms such as Microsoft Intune and Windows Autopilot. The role supports users across desktop, mobile, cloud, and hybrid environments while helping advance automation, AI-driven support capabilities, security, and continuous process improvement.

For highly qualified candidates, this position may be filled as a Lead Modern Workplace Support Specialist. The Lead level will provide technical guidance, help mentor other support staff, promote accountability across the team, and assist with resolving complex issues that require deeper investigation and ownership.

Key Responsibilities

End User Support

• Provide responsive Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, peripherals, business applications, and Microsoft 365 services.
• Troubleshoot and resolve hardware, software, Windows operating system, network connectivity, authentication, and application issues.
• Deliver remote and onsite support while maintaining a high level of customer service, ownership, and follow-through.
• Document incidents, requests, troubleshooting steps, root cause notes, and resolutions within the IT service management platform.
• Escalate complex issues appropriately while continuing to assist with investigation, documentation, and follow-up through resolution.

Modern Endpoint Management

• Provision, deploy, and manage Windows devices using Microsoft Intune and Windows Autopilot.
• Configure, support, and troubleshoot device enrollment, compliance policies, configuration profiles, endpoint security policies, application deployment, and Windows Update for Business.
• Assist with device lifecycle management including setup, imaging or provisioning, replacement, inventory accuracy, reassignment, and retirement.
• Support Microsoft Defender, endpoint security initiatives, and compliance requirements across managed devices.

Microsoft 365 and Identity Support

• Support Microsoft 365 services including Entra , Exchange Online, Teams, One Drive, SharePoint Online, and Microsoft 365 Apps.
• Assist with account provisioning, license assignment, access requests, group membership, and identity lifecycle processes.
• Support multi-factor authentication, Conditional Access, password and authentication issues, and related security controls.
• Provide support for Active Directory, Microsoft Entra , and hybrid identity scenarios as needed.

Automation, AI, and Continuous Improvement

• Use Power Shell and other automation tools to improve service delivery, reduce manual tasks, and support repeatable processes.
• Support AI-driven tools, virtual agents, automated diagnostics, and workflow improvements that improve the support experience.
• Identify recurring issues, investigate root causes, and recommend permanent corrective actions.
• Create and maintain knowledge base articles, support procedures, checklists, and technical standards.
• Participate in IT projects, upgrades, migrations, technology rollouts, and operational improvement efforts.

Additional Duties for Lead Level Consideration

• Provide technical leadership and day-to-day guidance for other support staff.
• Assist with prioritizing work, handling escalations, and ensuring timely resolution of complex support issues.
• Coach and mentor team members on troubleshooting methodology, documentation standards, customer service, and ownership.
• Promote accountability, knowledge sharing, follow-through, and continuous improvement across the support team.
• Lead or assist with root-cause analysis, operational standards, process improvements, and support team readiness for new technologies.
• Help evaluate tools, automation opportunities, endpoint management practices, and support procedures.

Required…