IT IT Support Specialist

Liberty Resources is seeking motivated IT Support Specialist
to join our team.

Liberty Resources is a dynamic and growing human services agency that is a great place to work!

Working for Liberty Resources means you’ll have access to great career opportunities, benefits and a fun atmosphere. Our employees have passion around our values of excellence, integrity, diversity, self-determination, service, innovation and fiscal responsibility. Our rapid growth is providing exciting opportunities in all areas of our organization.

• Provide timely in-office and remote front-line support for Windows computers, printers, mobile devices, peripherals, wireless and network connectivity, email, collaboration tools, and other assigned technology.
• Receive, triage, document, route, and resolve incidents and service requests in Fresh service; maintain accurate notes, ownership, follow-up, and user communication through closure.
• Use Connect Wise Screen Connect to provide secure remote troubleshooting, assistance, and end-user guidance; escalate issues involving the remote-support platform itself when appropriate.
• Configure, deploy, replace, and troubleshoot desktops, laptops, network printers, mobile devices, headsets, and related peripherals for employees and new hires.
• Support Windows 11 endpoint provisioning and lifecycle activities using Microsoft Intune and Windows Autopilot, including device enrollment, Company Portal, approved application deployment, compliance troubleshooting, device resets, and common provisioning issues; coordinate configuration, policy, or engineering changes with endpoint administrators.
• Support Microsoft 365 applications and related workflows, including Outlook, Teams, SharePoint, One Drive, Forms, Lists, Planner, Loop, and other collaboration and productivity tools.
• Assist users with Microsoft Defender notifications and security prompts, gather relevant information, coordinate remediation, and elevate support for suspected threats or security incidents; this role does not own security operations.
• Support KnowBe4 security awareness activities, including user questions, training assignments, phishing simulation follow-up, remedial training coordination, basic reporting assistance, and program documentation.
• Provide user support for Webex Calling, including softphone and headset troubleshooting, voicemail and basic calling features, user guidance, and escalation of call-flow, carrier, or platform issues to the telecom or vendor owner.
• Perform basic Meraki dashboard-informed triage and client connectivity troubleshooting for wired and wireless issues, documenting findings and escalating firewall, switch, or network configuration changes to network administrators.
• Provide application support for Keri Systems Client and Axis Camera Station, including client software troubleshooting, approved access or permission assistance, user guidance, and coordination with system owners or vendors.
• Provide first-line support for Singlewire Informa Cast, including basic notification and endpoint troubleshooting, routine testing, documentation, user assistance, and escalation to system owners, network administrators, or vendors.
• Support onboarding, offboarding, and approved identity and application access requests in a hybrid environment using on-premises Active Directory and Microsoft Entra  common account, group, authentication, multifactor authentication, device identity, and Entra Connect Sync symptoms; document findings and escalating directory, synchronization, or replication issues requiring administrative intervention.
• Deliver courteous, clear, and security-conscious service; create and maintain knowledge articles, procedures, and user guidance; recognize issues outside the position's scope and escalates them promptly with complete troubleshooting notes.

• Associate degree or specialized technical training and/or two to three years of relevant help desk, desktop support, or application support experience; an equivalent combination of education and experience may be considered.
• Strong technical aptitude and a practical, methodical approach to researching, troubleshooting, documenting, and resolving common user issues.
• Experience supporting Windows 11, Microsoft 365, and common business applications in an end-user environment.
• Working knowledge of Outlook, Teams, SharePoint, One Drive, Forms, Lists, Planner, Loop, and related Microsoft 365 collaboration and workflow tools.
• Experience with service-management practices such as incident triage, service requests, ticket documentation, knowledge articles, prioritization, and escalation;
  Fresh service experience is preferred.
• Working knowledge of Microsoft Intune and Windows Autopilot, including enrollment, provisioning, application deployment, device compliance, Company Portal, device resets, and common endpoint troubleshooting processes, is preferred.
• General understanding of hybrid identity concepts, including on-premises Active Directory,…