IT Support Specialist

Position Summary

Bedrock's IT Support Specialist serves as the primary point of contact for employee technology support and is responsible for delivering exceptional customer service while maintaining company technology systems. This role provides first-line technical support across a broad range of hardware, software, networking, cloud, and business applications while assisting with endpoint management, user administration, cybersecurity initiatives, onboarding/offboarding, and IT operational processes. The ideal candidate is customer-focused, technically versatile, highly organized, and comfortable supporting a wide variety of technologies in a fast-paced environment.

• Strong verbal and written communication skills with the ability to work effectively with employees, leadership, and vendors.
• Excellent organizational, time-management, and customer-service skills.
• Experience providing technical support in both remote and onsite environments.
• Ability to troubleshoot and support Microsoft Windows, Microsoft 365, desktop hardware, mobile devices, printers, and business applications.
• Working knowledge of user account administration, endpoint management, and device provisioning.
• Familiarity with networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience with Microsoft 365 administration, including Outlook, Teams, SharePoint, Entra , Intune, and related cloud services.
• Strong problem-solving skills with the ability to prioritize, troubleshoot, and resolve technical issues efficiently.

• Serve as the first point of contact for IT support requests via Jira, email, phone, remote support tools, and in-person interactions.
• Diagnose, troubleshoot, and resolve technical issues related to:
  • Microsoft Windows 10 and 11
  • Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
  • Desktop and laptop hardware
  • Mobile devices
  • Printers, scanners, and peripherals
  • VPN, Wi-Fi, and basic network connectivity
  • Business and SaaS applications
• Deliver exceptional customer service through timely communication, follow-up, and issue resolution.
• Escalate complex issues to senior IT staff or vendors as appropriate.

• Log, prioritize, track, and resolve support tickets in Jira in accordance with established service levels.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Create and update knowledge-base articles, procedures, and support documentation.
• Identify recurring issues and communicate trends or systemic concerns to IT leadership.

• Configure, deploy, maintain, and support company-issued computers, mobile devices, and related technology equipment.
• Perform operating system installations, software deployments, updates, and user profile configurations.
• Manage hardware inventory, asset tracking, equipment refreshes, replacements, and returns.
• Coordinate repairs, warranty claims, and vendor support requests.

• Provision, modify, and disable user accounts and access rights in accordance with company policies.
• Support Microsoft 365 account administration, distribution groups, shared mailboxes, and application access.
• Assist with onboarding and offboarding activities, including account setup, equipment deployment, and access removal.
• Ensure access permissions are assigned appropriately based on business requirements and security standards.

• Perform routine system health checks, software updates, patching, and basic maintenance activities.
• Assist with endpoint security, Microsoft Defender, Intune, and identity management activities.
• Support basic networking functions, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity troubleshooting.
• Assist with cybersecurity, compliance, and operational IT initiatives as assigned.

• Participate in IT projects, technology rollouts, and process improvement initiatives.
• Maintain awareness of emerging technologies and support best practices.
• Perform other duties as assigned.

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent experience.
• 2+ years of hands-on experience in a help desk, desktop support, service desk, or IT support role.
• Strong experience supporting Microsoft Windows 10 and 11 environments.
• Experience supporting Microsoft 365 applications and services, including Outlook, Teams, One Drive, and SharePoint.
• Familiarity with Microsoft Entra , Intune, Microsoft Defender, and endpoint management concepts preferred.
• Experience with ticketing systems such as Jira, Connect Wise, Service Now, or similar platforms.
• Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking.
• Experience deploying and supporting desktop hardware, laptops, printers, mobile devices, and peripheral equipment.
• Experience supporting SaaS applications and cloud-based…