Senior IT Support Specialist/Support Lead
Listed on 2025-12-27
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IT/Tech
IT Support, Systems Administrator, Cybersecurity, Cloud Computing
Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.
By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.
Kentro is hiring a highly skilled Senior IT Support Specialist / Support Lead to strengthen our IT operations, provide advanced technical expertise, and serve as a leadership resource for the support team. The ideal candidate possesses deep technical experience across cloud services, security, automation, and endpoint management, with opportunities for continued professional growth as the organization evolves.
This role combines hands‑on Tier 3 technical work, operational leadership, and strategic readiness to support Kentro’s technology roadmap, compliance requirements, and commitment to an excellent user experience.
Responsibilities Tier 3 Escalation & Advanced Technical Support- Serve as the highest internal escalation point for complex incidents, outages, and requests beyond the Tier 1/Tier 2 scope.
- Diagnose and resolve advanced issues across Windows, network, security, cloud, and endpoint environments.
- Support and oversee patching, updates, firmware upgrades, and system maintenance cycles across all critical systems.
- Configure, manage, and troubleshoot Microsoft 365, Entra , Intune, Azure services, IAM controls, and conditional access policies.
- Support configuration and optimization of enterprise applications and cloud workloads, including O365, Azure, AWS.
- Coordinate with vendors and service providers to drive issue resolution and system reliability.
- Build and maintain solutions using Power Automate, SharePoint, Power Shell, and other automation platforms to streamline workflows and reduce manual IT overhead.
- Create and manage SharePoint sites, lists, automations, permissions, and content structures.
- Develop and maintain Excel spreadsheets with advanced formulas, data validation, and reporting logic.
- Evaluate and implement AI‑focused tools, Copilot/ChatGPT integrations, and workflow enhancements that improve IT efficiency and business productivity.
- Administer Windows OS, Azure AD/Entra , Intune, Office 365, and security/compliance toolsets (e.g., Purview).
- Oversee endpoint compliance, configuration profiles, app deployments, and conditional access enforcement.
- Monitor system health, logs, alerts, and performance metrics, proactively identifying trends and emerging risks.
- Support system hardening, patch management, and implementation of security policies.
- Act as a mentor and escalation guide for IT Support Specialists, helping to develop technical depth and problem‑solving capabilities.
- Assist IT Management with coordination of daily operations, workload distribution, best practices, and process improvements.
- Provide leadership support as needed during periods requiring additional oversight to ensure uninterrupted IT operations.
- Conduct cross‑training sessions to ensure redundancy across critical IT functions.
- Lead onboarding and technical training for new IT staff.
- Contribute to process improvements, documentation, SOP development, and ITSM workflows.
- Maintain accurate asset inventories, software licensing records, and lifecycle management data.
- Support compliance frameworks (CMMC, ISO, internal audit readiness, security policies).
- Participate in DR, BCP, and security incident response exercises.
- Ensure all work follows established change management and security approval processes.
Hybrid in McLean, VA
- 7+ years of progressive IT experience (Support, Systems Engineering, Cloud, or similar).
- Demonstrated Tier 3 support proficiency and ability to resolve complex, multi‑layered issues.
- Strong experience with Microsoft 365 ecosystem…
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