IT Support Specialist : Frontline Tech & Onboarding

At PAX , you’ll work alongside a collaborative, forward-thinking team in a fast-paced environment where innovation is encouraged and ideas move quickly from concept to reality.

We’re looking for an IT Support Specialist I to provide responsive front-line technical support for employees and serve as the first point of contact for day-to-day IT issues. This role will resolve common hardware, software, account, connectivity, and access requests; perform routine endpoint and systems administration; document solutions; and escalate more complex incidents to the System Engineers. By taking ownership of Tier 1 support and standard operational tasks, this position will help the engineering team focus on escalations, infrastructure projects, architecture, and continuous improvement.

• • Serve as the first point of contact for end-user technical support through the IT service desk, phone, email, chat, and in-person requests
• • Triage, prioritize, document, and resolve Tier 1 incidents and service requests while maintaining timely communication with users
• • Troubleshoot common Windows 10/11, Microsoft 365, application, printer, peripheral, and mobile device issues
• • Support basic account administration in Active Directory and Microsoft Entra , including password resets, account unlocks, group membership changes, and access requests
• • Assist with employee onboarding, offboarding, workstation setup, equipment deployment, and account provisioning using approved procedures
• • Perform routine endpoint administration in Microsoft Intune, including device enrollment, application deployment support, compliance checks, and basic remediation
• • Provide basic network troubleshooting for wired, wireless, VPN, DNS, DHCP, and guest access issues
• • Support approved security and access tools, including multi-factor authentication, endpoint protection, and Portnox network access workflows
• • Escalate incidents that require elevated access, advanced troubleshooting, vendor engagement, security review, or infrastructure changes to the appropriate System Engineer
• • Follow documented escalation paths and provide complete troubleshooting notes, business impact, error details, and steps already attempted
• • Track IT assets, maintain inventory records, and assist with hardware lifecycle activities, loaner equipment, and replacement coordination
• • Install, configure, patch, and maintain supported workstations, standard applications, and approved peripherals
• • Create and maintain knowledge base articles, user guides, standard operating procedures, and troubleshooting documentation
• • Identify recurring issues and recommend opportunities to improve self-service, documentation, automation, and support processes
• • Deliver professional, customer-focused support while protecting company information and following IT and Security policies

• • Associate degree in Information Technology, a related field, or equivalent practical experience
• • 1-3 years of help desk, desktop support, technical support, or junior systems administration experience
• • Working knowledge of Windows 10/11, Microsoft 365 applications, and common business hardware and peripherals
• • Basic experience with Active Directory, Microsoft Entra , Microsoft Intune, or similar identity and endpoint management platforms
• • Foundational understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network troubleshooting
• • Ability to follow documented procedures, protect sensitive information, and recognize when an issue should be escalated
• • Strong customer service, communication, organization, documentation, and problem-solving skills
• • Ability to manage multiple tickets, set priorities, provide status updates, and follow issues through resolution
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