Technical Support Specialist

Role

As our new Technical Support Specialist, you will play an important role on a team whose work is essential to achieving this goal. The Technical Support Specialist provides advanced, in‑person and remote support for end‑user devices and workplace technologies, resolving incidents escalated from Tier1 and fulfilling service requests in line with ITIL®4 best practices. The role focuses on Windows
11 endpoints, Microsoft
365, AzureAD/Microsoft

EntraID, and device management via Microsoft Intune/Endpoint Manager, with hands‑on responsibilities for hardware break/fix, imaging, IMAC (installs/moves/adds/changes), and conference room/meeting tech.

• Own and resolve L2 escalations for hardware, OS, application, and connectivity issues; document work and resolutions in the ITSM tool and escalates to L3/vendors when required. Restore normal service as quickly as possible and manage service requests per Service Desk practice.
• Image, enroll, and manage Windows devices using Microsoft Intune. Handle app deployments, patching, compliance, and Bit Locker.
• Support onboarding, device re‑imaging, and lifecycle tasks. Maintain accurate device inventory and asset tags.
• Troubleshoot AzureAD/Microsoft
  
  EntraID sign‑in, profiles, and access issues; perform password resets and basic account admin per policy.
• Support Microsoft
  365 apps (Outlook, Teams, One Drive, Office desktop), collaboration tools, printing, and basic AV/meeting room setups.
• Perform hardware break/fix on laptops, desktops, docks, and peripherals; coordinate OEM warranty repairs. Execute IMAC activities; manage asset recovery, tagging, and disposal following process.
• Provide occasional smart‑hands support for local network/room equipment under guidance from L3 teams.
• Maintain accurate ticket updates and knowledge‑base articles; contribute to SLAs/KPIs and continual improvement. Apply ITIL®4 service desk practice concepts (communication focus, user experience) in daily operations.

We care about investing in our employees for the long‑run. Our goal is to provide an environment where you can experience career growth and satisfaction for many years.

Competitive total compensation package including medical, dental, orthodontia, vision, FSA/HSA, generous PTO accrual, 10 paid holidays, 401(k) retirement account with company matching program, company paid life insurance, short and long term disability insurance, and employee assistance program.

The salary range for this position is $80,000.00 - $85,000.00. Final agreed upon compensation will be commensurate with individual education, professional designation, experience, internal parity, and location.

Opportunities for professional growth and advancement.

• 2–4 years in desktop/deskside or Tier-2 support with proven L2 ticket ownership/resolution.
• Strong hands‑on experience with Windows
  10/11, hardware break/fix, imaging, and IMAC processes.
• Exposure to macOS.
• Working knowledge of Microsoft Intune/Endpoint Manager (enrollment, profiles, compliance, app deployment) and familiarity with SCCM/Config Mgr.
• Experience supporting AzureAD/Microsoft
  
  EntraID identities and Microsoft
  365 apps (Teams/Outlook/Office).
• Practical understanding of network basics (LAN/Wi‑Fi/VPN) for endpoint troubleshooting.
• Strong customer service, communication, and documentation skills; ability to work independently on site.

• ITIL®4 Foundation/Practitioner (Service Desk practice familiarity).
• Microsoft certifications (e.g., MD‑102/Modern Desktop, SC‑900, or equivalent) and CompTIAA+/Network+.
• Experience with Windows Autopilot, Bit Locker, and Endpoint security integrations via Intune.

• Advanced troubleshooting & root‑cause analysis for endpoint issues in a multi‑site environment.
• Service mindset aligned to ITIL®4 (restore service quickly, great communications, accurate records).
• Asset discipline (receipt, tagging, inventory, disposal) and change/documentation hygiene.

SLR is proud to be an Equal Employment Opportunity /-Affirmative Action Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, gender, sexual orientation, civil union status, age, citizenship, marital status, disability, gender identity or expression, genetic information, or veteran status. If you have a disability and need reasonable accommodations at any point in the application or interview process, please contact us at