IT Support Specialist

About The role

Reporting to the Director, IT, you will provide reliable, skilled IT support and contribute to the overall health and efficiency of Agital’s IT environment and operations. This is an on-site role based in St. Louis, MO (West County). Working across both Mac and PC platforms and supporting Microsoft 365 and Google Drive, you will handle a broader range of technical issues than entry-level support, while also assisting with systems administration tasks and IT projects.

The primary responsibilities of your role will be to:

• Support a 100% remote workforce.
• Serve as an escalation point for Level 1 issues and independently resolve Level 1/2 support requests.
• Stay abreast of a dynamic IT support backlog ensuring efficient and effective delivery of services.
• Support endpoint management, security, and compliance for Mac and PC devices.
• Assist in administering Microsoft 365 and Google Workspace environments.
• Assist in administering a variety of third‑party many SaaS applications for productivity and work management.
• Participate in IT projects, system migrations, and process improvement initiatives.
• Help develop and maintain IT documentation, runbooks, and standard operating procedures.
• Support the L1 team occasionally with onboarding and offboarding, including device setup and access provisioning and shipping and receiving of all devices.
• Escalate unresolved issues within the team in a timely and organized manner.

• Provide Level 1 and Level 2 IT support across hardware, software, services, networking, and access management.
• Deploy, configure, image, and troubleshoot Mac and PC endpoints for employees.
• Administer user accounts, licenses, and access in Microsoft 365 (Exchange, Teams, SharePoint, One Drive, Azure AD/Entra ) and Google Workspace.
• Monitor endpoint security and compliance, supporting EDR/MDR, MDM, and patch management efforts.
• Assist the IT Systems Administrator in executing IT projects, migrations, and infrastructure tasks.
• Develop and maintain technical documentation, SOPs, and internal knowledge base articles.
• Support asset lifecycle management including procurement, inventory, and disposal.
• Coordinate and assist with employee onboarding and offboarding from an IT perspective.
• Participate in vendor interactions under the direction of the IT Systems Administrator.
• Identify trends in support tickets and elevate systemic issues with proposed solutions.

• Level 1/2 support and service desk operations.
• Mac and PC deployment, management, patching and troubleshooting.
• Microsoft 365 and Google Workspace administration.
• Endpoint security, MDM, and patch management support.
• IT asset lifecycle management.
• Patching and updates for third-party software.
• IT documentation, SOPs, and knowledge base management.
• IT project support and change management.

You will bring these qualities to the table:

• Exceptional written, verbal, and customer service skills with a professional, employee-first attitude.
• Strong diagnostic and troubleshooting skills and ability to resolve issues across Mac (macOS) and PC (Windows) environments.
• Experience supporting Microsoft 365 and Google Drive in a corporate environment.
• A methodical, quality-focused approach: plan, test, validate, and deploy.
• Comfort working within an IT ticketing system and managing a queue of requests with varying priorities.
• A collaborative, team-oriented mindset with an interest in growing into a more senior IT role.
• High level of personal integrity and the ability to handle confidential information with appropriate judgment and discretion.
• A proactive, solutions-oriented approach to identifying recurring issues and proposing permanent solutions.

• 2+ years of experience in an IT support, help desk, or systems technician role.
• Demonstrated hands‑on experience supporting and deploying both Mac (macOS) and PC (Windows) platforms.
• Solid working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, One Drive, Azure AD/Entra ).
• Solid working knowledge of Google Drive and Google Workspace.
• Experience with a MDM and RMM platforms (e.g., Jamf, Intune, Ninja One, or similar) including update and patch…