It Support Specialist

Responsibilities

• Respond to, prioritize, and resolve Tier 1 and Tier 2 support tickets in a timely manner, escalating to Tier 3 or vendor support when appropriate with clear documentation of actions and outcomes.
• Diagnose and troubleshoot software, hardware, network connectivity, and peripheral issues for end users across Windows, macOS, and Linux platforms.
• Image, configure, deploy, and manage desktops, laptops, and peripherals, ensuring devices are properly set up and maintained for end users.
• Maintain accurate hardware inventory records and coordinate repairs or replacements with vendors or internal stakeholders.
• Install, update, and troubleshoot business applications, including Microsoft 365 suite components such as Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
• Administer endpoint management tools such as Microsoft Intune, Endpoint Manager, and Group Policy to ensure devices meet defined security baselines.
• Provision and configure user accounts, devices, and access rights for new hires, ensuring a smooth onboarding experience.
• Execute offboarding procedures, including account deactivation, data preservation, and device retrieval, in alignment with security and compliance requirements.
• Administer Azure Active Directory (Entra ID), including user accounts, groups, conditional access policies, and multi-factor authentication (MFA) enrollment.
• Manage Microsoft 365 licenses, mailboxes, distribution lists, shared mailboxes, Teams provisioning, and SharePoint/OneDrive permissions.
• Affiliate in implementing and maintaining controls aligned with NIST SP 800-171 to protect Controlled Unclassified Information (CUI).
• Support periodic access reviews, user activity audits, and endpoint compliance activities, including encryption, patching, logging, and Plan of Action and Milestones (POA&M) remediation tasks.
• Create and maintain knowledge base articles, runbooks, and IT standard operating procedures (SOPs) to support consistent and efficient IT operations.
• Document all support activities, troubleshooting steps, and resolutions in the IT service management (ITSM) system to ensure accurate records and trend analysis.
• Identify recurring issues and propose process improvements, automation opportunities, or training initiatives to reduce ticket volume and enhance the end-user experience.
• Collaborate with other IT and security teams to support broader cybersecurity, compliance, and infrastructure initiatives.

Qualifications

• Minimum 2+ years of experience in an IT support, helpdesk, or systems administration role.
• Hands-on experience with Microsoft Azure and Entra ID, including user and access administration.
• Hands-on experience with the Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
• Familiarity with NIST SP 800-171 controls and general cybersecurity best practices.
• Experience with endpoint management platforms such as Microsoft Intune, SCCM, or similar tools for device configuration and compliance.
• Strong troubleshooting skills across hardware, software, networking, and authentication issues.
• Excellent written and verbal communication skills with a customer-first mindset and the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities and work effectively in a fast-paced, ticket-driven environment.
• Demonstrated experience providing Tier 1 and Tier 2 technical support and escalating complex issues appropriately.
• Practical knowledge of Microsoft 365 administration, including license management and collaboration tools.
• Awareness of cybersecurity principles related to CMMC, NIST, and broader compliance frameworks.