IT Support Specialist

Role Overview

• Provide support across phone, email, chat, ticket portal, and deskside, serving as the escalation point for tickets unresolved by first-line support. Resolve incidents and service requests within established SLAs.
• Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; perform root-cause analysis on recurring issues to drive permanent fixes.
• Provision, image, and deploy Windows and macOS endpoints using Autopilot, Intune, and Kandji; support Android and iOS devices through MDM.
• Manage the full account lifecycle, including onboarding and offboarding, Entra ID accounts, security groups, licenses, device provisioning, password resets, MFA resets, and SSO/SCIM administration.
• Support Microsoft 365 (Exchange Online, SharePoint, OneDrive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom.
• Support conference room AV equipment and Zoom Rooms.
• Support endpoint security, including Microsoft Defender, CrowdStrike, BitLocker, FileVault, and device compliance. Triage phishing and malware alerts and participate in incident response, remediation, and vulnerability management.
• Troubleshoot LAN, Wi-Fi, VPN connectivity, and remote/hybrid access issues.
• Maintain hardware and software asset inventories and license entitlements throughout the device lifecycle, including procurement, deployment, refreshes, warranty repairs, RMAs, and vendor support.
• Create and maintain knowledge base articles, runbooks, standard operating procedures (SOPs), and technical documentation. Develop and deliver end-user training and new-hire IT orientation.
• Build and maintain automation scripts and workflows using PowerShell, Microsoft Graph API, and Power Automate to reduce manual work. Utilize AI-assisted support tools while validating recommended solutions before implementation.
• Serve as a subject matter expert in one or more technology domains (e.g., endpoint management, identity management, macOS) and mentor other IT technicians as needed.
• Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects.

Requirements

• 4–6 years of IT support, helpdesk, or desktop experience, or a combination of education and experience.
• Windows desktop/laptop and macOS support (advanced); CompTIA A+ and Microsoft certifications preferred.
• Endpoint / MDM management — Intune and Kandji.
• Identity and Microsoft 365 administration — Entra ID, Exchange Online, and SharePoint Online.
• Security technologies — Microsoft 365 Defender and CrowdStrike (Rapid7 or similar a plus).
• Networking fundamentals — TCP/IP, DNS, DHCP, and VPN.
• ITSM / ticketing platform — Jira Service Management.
• Scripting and automation — proficient PowerShell (Microsoft Graph a plus).
• Certifications (preferred): CompTIA A+, Network+, Security+; Microsoft MD-102 (Endpoint Administrator) and MS-900 (Microsoft 365 Fundamentals); ITIL 4 Foundation; Apple ACSP/ACMT.
• Education: High school diploma or equivalent required; Bachelor's in Computer Information Systems, Management Information Systems, or Computer Science preferred.

Tech Stack

• Android
• DNS
• iOS
• ITSM
• MacOS
• TCP/IP

Benefits

• Medical
• Dental
• Vision
• Flexible Spending Accounts
• PTO
• Paid and Floating Holidays
• 401k with Company match and immediate vesting
• Company-funded Life Insurance
• Employee Assistance Programs
• No-cost Mental Health Benefits