IT Support Specialist

Overview

The IT Support Specialist serves as a frontline technology partner responsible for delivering secure, reliable, and customer-focused support across endpoint devices, business applications, collaboration platforms, and core access services. This role provides on-site and remote support for hardware, software, Microsoft 365 services, identity and access needs, and workplace technologies in a hybrid environment. The specialist diagnoses and resolves incidents and service requests, manages device setup and lifecycle activities, supports onboarding and offboarding, maintains accurate documentation, and escalates issues appropriately.

This position also contributes to continuous improvement by identifying recurring problems, supporting standardization and automation efforts, and helping strengthen cybersecurity and the end-user experience.

• Provide timely, high-quality technical support for incidents and service requests involving desktops, laptops, mobile devices, peripherals, printers, collaboration tools, and business applications, with a focus on customer satisfaction and first-contact resolution where practical.
• Install, configure, image, deploy, maintain, and troubleshoot Windows and macOS devices, standard software, and workplace technology used across office, plant, remote, and hybrid work environments.
• Support Microsoft 365 services and related technologies, including Outlook, Teams, One Drive, SharePoint, Exchange Online, and identity services such as Active Directory and Microsoft Entra.
• Assist with endpoint management activities such as device enrollment, policy application, software deployment, patching, compliance checks, and inventory tracking using tools such as Intune or other endpoint management platforms.
• Perform user account administration and access support, including onboarding, offboarding, password resets, account provisioning, group membership updates, license assignments, and access reviews in accordance with company procedures.
• Document incidents, root causes, troubleshooting steps, resolutions, and standard procedures within the ticketing and knowledge management systems to improve service consistency and team efficiency.
• Monitor, troubleshoot, and escalate issues related to connectivity, VPN, wireless access, printing, telephony, conferencing, and other site technology services while coordinating with internal teams and external vendors as needed.
• Apply security-minded support practices by following access control standards, supporting endpoint protection requirements, identifying suspicious activity, and helping maintain compliance with company policies and cybersecurity controls.
• Contribute to IT projects, refresh initiatives, office moves, equipment rollouts, and continuous improvement efforts, including opportunities to streamline support tasks through scripting, automation, and standardization.
• Communicate clearly with end users, management, and technical teams regarding issue status, business impact, next steps, and support expectations, ensuring professional and timely follow-up.

• Associate’s degree in Computer Science, Information Technology, or a related discipline; or an equivalent combination of education, certifications, and relevant professional experience.
• Minimum of two (2) years of experience in IT support, service desk, desktop support, or a related technical support role.
• Working knowledge of endpoint hardware, operating systems, software installation, peripheral support, and basic networking concepts such as TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Hands-on experience supporting Microsoft environments, including Windows, Microsoft 365, Exchange Online, Teams, One Drive, SharePoint, Active Directory, and Microsoft Entra.
• Experience with endpoint management and remote support technologies such as Intune, remote assistance tools, software deployment solutions, and device inventory systems is strongly preferred.
• Familiarity with cybersecurity best practices, including least-privilege access, multifactor authentication, endpoint protection, patching, phishing awareness, and secure handling of company assets and data.
• Experience supporting…