IT Support Specialist

Job Type:
Full-time
Salary: $60,000 - $65,000 per year

Reports to:

Operations

Work

Summary:

The IT Support Specialist provides front-line technical support, hardware management, and software administration across all organizational sites and remote environments. As an individual contributor, this role serves as the primary contact for daily end-user issues, workstation provisioning, and cloud productivity tools. The ideal candidate blends technical troubleshooting skill with customer-service professionalism, ensuring reliable operation of laptops, mobile devices, local networks, and core cloud systems (Microsoft 365, Microsoft Intune).

Key Responsibilities:

• Endpoint Management & Hardware Support (40%)
  • Device Provisioning:
    Image, configure, deploy, and maintain desktop computers, laptops, peripherals, printers, and mobile endpoints using Microsoft Intune and Autopilot protocols.
  • Physical & Hardware Maintenance:
    Diagnose, repair, and replace faulty workstation components, cabling, and site peripherals (monitors, docking stations, A/V setups).
  • Asset Tracking:
    Maintain accurate inventory records of all hardware, software licenses, serial numbers, and assigned assets across all regional locations.
  • Decommissioning:
    Execute formal protocols for secure data wiping, equipment retirement, and e-waste disposal.
• Software & Microsoft 365 Administration (35%)
  • Identity & Access Management:
    Execute user onboarding/offboarding workflows in Microsoft Entra  (Azure AD), managing accounts, distribution lists, and group memberships.
  • Application Support:
    Provide Tier 1 and entry-level Tier 2 support for Microsoft 365 applications (Outlook, Teams, SharePoint, One Drive, Word, Excel).
  • Endpoint Security:
    Enforce compliance policies via Microsoft Intune (antivirus status, Bit Locker encryption, OS updates, app pushing).
  • SaaS Troubleshooting:
    Resolve core application errors, login failures, multi-factor authentication (MFA) resets, and sync discrepancies.
• Helpdesk Operations & Site Support (15%)
  • Ticket Management:
    Monitor, prioritize, log, and resolve support requests within the ticketing system according to established SLA response times.
  • Escalation Management:
    Diagnose underlying technical issues and properly elevate complex infrastructure, cloud tenant, or network outages to senior engineering/vendors.
  • Basic Network Support:
    Perform basic troubleshooting for local connectivity issues, Wi‑Fi access points, local subnet configurations, and basic switch port checks.
• User Enablement & Documentation (10%)
  • Standard Operating Procedures:
    Write clear, concise technical documentation for IT internal procedures and step‑by‑step user self‑help guides.
  • Staff Onboarding:
    Lead basic technical orientation for new hires, setting up credentials and guiding users through remote access protocols and communication tools.

Qualifications and

Competencies:

• Required Experience & Education
  • Education:
    
    Associate degree in Computer Science, Information Systems, or equivalent hands‑on professional experience/certifications.
  • Experience:
    
    2–4 years in a technical support, desktop support, or helpdesk environment.
• Technical Skills
  • Microsoft Cloud Ecosystem:
    Hands‑on experience navigating Microsoft 365 Admin Center and Microsoft Entra .
  • Device Management:
    Practical experience with Microsoft Intune (MDM/MAM) for device enrollment, compliance checking, and basic app deployment.
  • Operating Systems:
    Proficiency in supporting Windows 10/11 and macOS operating systems in a managed domain environment.
  • Hardware Fundamentals:
    Strong familiarity with PC/Mac assembly, peripheral configuration, cabling standards, and diagnostic utility tools.
• Soft Skills & Work Attributes
  • Communication:
    Ability to explain technical concepts in accessible language to non-technical users across various…