IT Support / Help Desk Specialist

Responsibilities

• Complete call center tickets for help desk calls and document resolutions
• Maintain network operations as directed, including: all PC software, hardware, security, firewall/VPN, phone system, upgrades & research, building security (key fob/keypad), copiers, printers, voicemail, and phone system
• Monitor and administer backups, reviewing logs, and running various other procedures
• Set up and assign user access to network shares & files
• Set up and assign user ERP & CRM security
• Maintain security cameras/DVR systems
• Conduct preventative maintenance on all PC hardware
• Set up, configure, and install software on new PCs and mobile devices — manual imaging and Intune provisioning
• Install and maintain network printers physically and remotely
• Meet weekly with the IT Director to monitor workload and update projects
• Regularly attend IT-related training to improve skills
• Provide technical support to employees regarding software, hardware (including audio visual equipment), peripherals, and network access
• Deploy and manage security awareness training (e.g., KnowBe4 phishing simulations)
• Provide on-site and remote technical support for hardware, software, and network issues across regional BradyPLUS locations
• Troubleshoot and resolve issues with desktops, laptops, mobile devices (iOS/Android), printers, and other peripherals
• Ensure timely resolution of IT tickets logged via Fresh service, meeting established SLAs for response and resolution
• Support user onboarding and offboarding procedures, including Active Directory account management, Microsoft Entra ID provisioning, and Office 365 license allocation
• Support Microsoft 365 environment including Teams, Outlook, Exchange, SharePoint, and OneDrive troubleshooting
• Aid in 8x8 phone system support, including user provisioning, voicemail configuration, and call quality troubleshooting
• Support endpoint security initiatives including BitLocker enforcement, remote wipe procedures, and Intune compliance monitoring
• Care for equipment shipping to remote sites or users and manage decommissioning of returned equipment with secure reimaging
• Manage IT asset inventory including procurement, deployment, tracking, and decommissioning of devices
• Follow and enforce BradyPLUS IT security policies, including Help Desk Identity Verification (SOP IT-SEC-001) procedures
• Assist with incident response procedures for phishing, malware, and security events per established SOPs
• Provide user training and guidance on IT systems, tools, and best practices; develop knowledge base articles in Fresh service
• Support regional IT initiatives such as hardware rollouts, office relocations, Windows 10 to 11 migrations, and system upgrades
• Collaborate with infrastructure, applications, security, and ERP teams to resolve complex issues and improve IT service delivery

Qualifications

• High school diploma or equivalent required; Associates or bachelor's degree in information technology. Computer Science preferred.
• Minimum of 2 years of experience in an IT support or help desk role
• Strong knowledge of Windows 10/11 and macOS operating systems
• Familiarity with mobile OS support (iOS and Android)
• Proficient in Microsoft Office 365 suite and M365 administration basics
• Experience with ITSM/ticketing platforms (e.g., Fresh service, ServiceNow, Zendesk)
• Experience with Active Directory — user account management, password resets, group membership, and security groups
• Familiarity with network concepts and troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Experience with Windows Autopilot and MDM/Intune device deployments and provisioning
• Experience in enterprise ticketing systems with disciplined ticket hygiene and documentation practices
• Strong troubleshooting and problem-solving skills for hardware, software, and networking issues
• Excellent interpersonal and communication skills with a customer-first approach
• Strong organizational skills, attention to detail, and thorough ticket documentation practices
• Ability to write reports, correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from department heads, managers, employees, and customers
• Industry certifications such as CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft certifications (e.g., MS-900, MD-102)
• Experience with Microsoft Entra ID (Azure AD), Conditional Access policies, and MFA administration
• Experience with Microsoft Intune compliance policies, device configuration profiles, and endpoint security
• Familiarity with 8x8 UCaaS phone system administration (user provisioning, auto attendants, call routing, number porting)
• Knowledge of enterprise ERP/CRM systems (e.g., Prophet 21, SYSPRO, or similar)
• Experience with backup systems and disaster recovery procedures (e.g., Veeam)
• Familiarity with VMware/vSphere environments and basic server administration
• Experience with remote support tools (e.g., AnyDesk, TeamViewer, NinjaRMM)
• Knowledge of security awareness training platforms (e.g., KnowBe4)
• Experience with PowerShell scripting for automation and task management
• Understanding of SLA management, incident escalation, and ITIL best practices
• Experience supporting multi-site or distributed enterprise environments (180+ locations preferred)
• Experience with cloud-based services, Microsoft Azure fundamentals, and endpoint management tools
• Experience with VoIP/telephony systems and basic understanding of SIP, QoS, and call routing