Delivers an exceptional end-user experience through clear communication, responsive follow-through, and strong advocacy for user issues within IT
Serves as the first point of contact for end users seeking technical assistance via email, ticketing system, and chat
Diagnoses and resolves issues through remote troubleshooting, asking targeted questions to identify root cause
Provides Tier 1 and Tier 2 support and manages clean hand-offs to Tier 3 when appropriate
Executes employee onboarding and offboarding, including provisioning and deprovisioning of software licenses, accounts, and access; imaging and building machines; and coordinating equipment delivery
Administers Microsoft 365 and Entra ID, including user account, license, and group management
Supports endpoint management and device enrollment through Intune and Autopilot, including imaging and configuration workflows
Supports basic security operations, including MFA and conditional access administration, phishing response, and general security hygiene
Maintains IT asset and inventory management for both hardware and software
Creates and maintains knowledge base articles and process documentation; identifies and recommends improvements to existing processes
Provides feedback on global documentation to ensure efficient, consistent troubleshooting across the team
Provides occasional after-hours support for emergencies and planned maintenance

Associate degree in Computer Science, Information Technology, or related field, and/or 3–5 years of equivalent work experience
IT project experience as a major contributor is a plus
Must possess personal tact, discretion, and good judgment, with excellent interpersonal, written, and verbal communication skills
Problem-solving skills, including the ability to identify and evaluate an appropriate course of action
Extensive knowledge of Microsoft Windows operating system
Microsoft Office 365 and related services
Working knowledge of Microsoft technology stack, including Active Directory / Entra ID, M365, Azure, and related products
Desktop/laptop imaging methodologies (Intune)
Software packaging, app deployment, and automated software installation (Intune)
Identity and access management fundamentals, including user lifecycle, licensing, and MFA
Remote support / remote access tools
A/V conference technology (Microsoft Teams)
Fundamental awareness of scripting languages (VBScript, PowerShell, etc.)
Networking fundamentals (TCP/IP, DNS, DHCP)

Generous Paid Time Off and Holiday pay
Comprehensive health benefits plus dental, vision, short and long-term disability, and life insurance
HSA contribution
Paid Family Leave
401k match
Remote Work
Professional growth opportunities

IT Support Specialist

Key skills