IT Support Specialist

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

The IT Support Specialist II plays a key role within the Information Technology division, supporting multiple operating companies globally. This position is primarily responsible for decommissioning end-of-life computers, deploying new systems, and redeploying in-service machines using modern cloud-based management tools such as Microsoft Intune, Autopilot, and Mobile Device Management (MDM).

The goal of this role is to ensure a seamless, efficient, and positive user experience during all hardware deployment and lifecycle processes while providing high-quality end‑user support.

• Track and maintain global PC hardware inventory.
• Scope, quote, and coordinate purchase orders for computer replacements in partnership with IT leadership and procurement teams.
• Coordinate repair of equipment under third‑party maintenance agreements.
• Manage warranty claims, software license distribution, and end‑of‑life decommissioning processes.
• Configure and deploy computers via remote access into local datacenters as required.
• Perform data migrations using One Drive Known Folder Redirect or manual methods when necessary.
• Manage post‑deployment processes including secure data removal, hardware organization, and recycling.
• Register devices with Intune and Microsoft Defender using necessary scripts.
• Assist with Intune registration, Autopilot deployment profiles, and configuration management.
• Coordinate shipment and delivery of deployment equipment.
• Conduct occasional onsite visits to assess and properly decommission equipment.

• Manage user accounts, profiles, and policies across local and cloud‑based systems (Azure Active Directory, Local AD, Conditional Access, Compliance Policies).
• Support Azure Host Pools, Azure Cloud Servers, Windows networks, and file servers.
• Assist with cloud application deployment and maintenance.

• Monitor and resolve assigned Help Desk tickets.
• Provide technical support via ticketing system, email, chat, and phone.
• Investigate and diagnose technical issues, identify solutions, test, and implement resolutions.
• Install, configure, and maintain end‑user workstations and peripheral equipment.
• Assist with software installations and upgrades using remote support tools.
• Maintain detailed documentation in the ticketing system and ensure accurate resolution tracking.
• Maintain strict confidentiality regarding user and system information.

• Assist with IT resource discovery and documentation across operating companies.
• Contribute to team discussions and process improvement initiatives.
• Perform additional duties as assigned.

• Associate degree in a related field and 2–5 years of networking experience; equivalent work experience may substitute on a year‑for‑year basis.
• 1–2 years of Help Desk experience required.

• Working knowledge of Microsoft Windows environments.
• Familiarity with Azure Active Directory and cloud‑based management tools preferred.
• Basic knowledge of computer hardware components (hard drives, memory, power adapters, etc.).
• Experience with device deployment, configuration, and troubleshooting.
• Knowledge of network security systems and best practices.
• Experience with Android and iOS devices is a plus.

• Ability to communicate technical concepts to non‑technical users.
• Strong organizational and time‑management skills.
• Ability to multitask in a fast‑paced environment with competing deadlines.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively within a team environment.
• Ability to read and interpret technical manuals and documentation.

• Must be able to lift and/or move objects weighing 20–70 lbs.
• Regular use of computer, phone, and in‑person communication.
• Frequent standing, walking, sitting, and manual dexterity tasks.
• Ability to manage multiple priorities under tight deadlines.