IT Support Specialist

Responsibilities

• 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.
• 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.
• 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.

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).