IT Support Specialist; Level 1

Are you passionate about technology and eager to kick-start your career in IT? We’re looking for an IT Support Specialist to join our growing team. The IT Support Specialist provides first-line technical support for employees across TRA (Tax Relief Advocates) and DRA (Debt Relief Advocates). This role is responsible for user onboarding/offboarding, troubleshooting system access issues, supporting daily operations in Microsoft Azure and Intune environments, and ensuring smooth functioning of desktop applications such as Intuit Pro Series, Microsoft 365, and other company systems.

The position requires strong technical aptitude, customer service skills, and a security-conscious mindset to support operations in a regulated environment.

User Lifecycle Management

• Perform onboarding and offboarding tasks for employees, including:

  • Account creation, licensing, and group assignment in Microsoft Entra  (Azure AD) and Google Workspace.
  • Workstation setup, device registration, and compliance enforcement via Intune / Azure.
  • Configuration of SSO access for enterprise apps.
  • Secure deprovisioning, access revocation, and data backup during offboarding.

• Maintain user access logs, equipment inventory, and asset lifecycle records.

Technical Support (Level
1)

• Provide first-level troubleshooting for:

  • Enterprise software applications.
  • Azure Virtual Desktop (AVD) connectivity and session performance.
  • Microsoft 365 apps (Outlook, Teams, SharePoint, One Drive).
  • VPN, MFA, and SSO login issues.
  • Hardware and peripheral setup (printers, scanners, webcams, etc.).

• Escalate unresolved issues to Level 2 or vendor support as needed, with proper documentation.

• Maintain clear records of tickets, incidents, and resolutions.

System Administration

• Register and manage devices in Microsoft Entra / Intune for compliance and conditional access.
• Monitor device health, patch updates, and Defender for Endpoint alerts.
• Support configuration and auditing of Azure AD Join and Bit Locker policies.
• Run regular security and compliance checks aligned with WISP and IRS data protection requirements.

Operational Support

• Maintain and update onboarding documentation and IT SOPs.
• Support user license management and access provisioning across tools.
• Assist with IT inventory, equipment deployment, and workstation imaging.
• Provide basic end-user training on company systems and cybersecurity best practices.

• Associate degree in Information Technology, Computer Science, or a related field required.
• Bachelor’s degree preferred (or equivalent professional experience in IT support).
• 1-3 years of hands-on experience in IT support, helpdesk, or system administration.
• Proficiency with Microsoft Entra  (Azure AD), Intune, and Microsoft 365 Admin Center.
• Familiarity with Windows 10/11, and virtual desktop environments.
• Understanding of SSO, MFA, and conditional access policies.
• Basic networking skills (IP configuration, DNS, VPN).
• Excellent communication and troubleshooting abilities.
• Strong attention to detail and documentation discipline.
• Customer service-oriented and able to multitask in a fast-paced environment.

• Certifications such as CompTIA A+, Microsoft 365 Certified:
  Modern Desktop Administrator, or Azure Fundamentals (AZ-900).
• Experience supporting Genesys Cloud, Ring Central, or similar telephony platforms.
• Familiarity with Google Workspace Admin Console and cross-domain SSO integration.
• Self-motivated with a strong desire to learn and grow.
• Customer-oriented with excellent problem-solving skills.
• Ability to handle multiple tasks and prioritize effectively.
• A friendly and professional attitude, both in person and over the phone.

• Ability to lift and carry materials up to 25 pounds.
• Mobility to move between work areas and perform office tasks.

• Ticket response and resolution times.
• User satisfaction ratings.
• Compliance with onboarding/offboarding SLAs.
• Intune device compliance and audit accuracy.
• Reduction of recurring support incidents through proactive measures.

• Hands-on experience in a growing IT department.
• Opportunity to learn from experienced IT…