IT Support Specialist

Responsibilities

• Provide timely and professional technical support to employees, troubleshooting and resolving day-to-day hardware, software, and connectivity issues.
• Troubleshoot laptops, monitors, docking stations, printers, scanners, mobile devices, Wi-Fi, VPNs, and other office technology.
• Set up and deploy laptops, user accounts, software, and other technology for new hires and complete technology-related offboarding tasks securely and timely.
• Administer and support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online, as well as user accounts, licenses, groups, and multi-factor authentication (MFA).
• Manage the Firm’s device fleet through Microsoft Intune, including Windows Autopilot deployment, system updates, and security policies.
• Maintain accurate IT asset records, system documentation, and clear procedures for common technical issues and onboarding processes.
• Manage and prioritize incoming technology support requests, identify recurring issues, and implement solutions to address underlying problems.
• Cook up with external technology, internet, cybersecurity, and hardware vendors when additional support or escalation is required.
• Aid employees with password resets, MFA enrollment, access issues, and cybersecurity best practices.
• Support conference room technology, video conferencing, and presentation equipment as needed.
• Occasionally provide after-hours support for planned maintenance or urgent technology issues, as needed.

Requirements

• Three (3) or more years of hands-on desktop support, help-desk, or IT support experience in an office setting.
• Current Microsoft certification in endpoint or Microsoft 365 administration; Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) preferred.
• Experience supporting a law firm, accounting firm, healthcare organization, or other professional environment where confidentiality is critical is preferred.
• Experience working alongside managed service providers (MSPs) and technology vendors is preferred.

Qualifications

• Strong working knowledge of Windows 11 setup and troubleshooting.
• Strong working knowledge of Microsoft 365 administration, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Knowledge of Microsoft Entra ID (Azure AD), multi-factor authentication (MFA), and access management.
• Knowledge of Microsoft Intune or a similar endpoint-management platform, including Windows Autopilot.
• Knowledge of laptop deployment, software installation, patching, and hardware troubleshooting.
• Knowledge of printers, scanners, Wi-Fi, VPNs, docking stations, and basic office networking.
• Ability to clearly explain technical issues and solutions to employees with varying levels of technical knowledge.
• Strong organizational skills with the ability to maintain documentation, follow through on support needs, and manage details effectively.
• Ability to lift and move standard office IT equipment, including laptops, monitors, and small peripherals.
• Ability to work full-time, in person at the Syracuse office, with occasional travel to the Firm’s Orlando office and flexibility to address urgent after-hours technology needs, as necessary.
• Familiarity with Microsoft 365 Business Premium, Microsoft Defender, conditional access policies, and BitLocker preferred.
• Experience with Salesforce/Litify, document-management systems, Foxit PDF, VoIP systems, and office copiers/scanners preferred.