IT Support Specialist

Responsibilities

• Provide L1 and L2 technical support for systems, applications, and user issues.
• Respond to and resolve service requests across multiple business areas with urgency and consistency.
• Troubleshoot and resolve issues independently using established documentation and best practices.
• Troubleshoot and support a wide range of software applications, diagnosing user issues and identifying effective resolutions.
• Escalate complex issues when required with clear, detailed documentation.
• Document incidents, resolutions, and follow-up actions in the ticketing system.
• Cook up and deploy laptops and desktops for end users.
• Perform basic troubleshooting and support for endpoint hardware.
• Ensure devices are properly configured within the Microsoft environment (M365, Intune, etc.).
• Support onboarding/offboarding by preparing and reclaiming equipment.
• Contribute to and improve knowledge base articles and technical documentation.
• Communicate technical information clearly to both technical and non-technical users.
• Participate in projects, system improvements, and operational initiatives.
• Meet assigned deadlines and provide occasional after-hours support for scheduled deployments, office openings, system maintenance, or urgent operational needs.
• Have the ability to travel to other SMC offices as required (less than 5% travel).
• Maintain excellent organizational skills, with the ability to manage multiple tasks simultaneously.

Qualifications

• Ace a college degree in Information Technology, Computer Science, Information Systems, or a related field, or have an equivalent combination of technical training, industry certifications, internships, and relevant hands-on experience.
• Have approximately 2–4 years of experience in help desk, desktop support, systems support, or a similar technical support role.
• Have hands-on experience supporting users in Microsoft 365 and SharePoint environments.
• Have working knowledge of Microsoft-based environments such as Entra ID, M365, Exchange Online, and Teams.
• Have experience with incident and request management processes.
• Have strong troubleshooting, analytical, and problem-solving skills.
• Have excellent communication and customer service skills.
• Have the ability to work independently, manage time effectively, and stay organized.
• Be a self-motivated learner with the ability to continuously build technical knowledge.
• Have the ability to follow procedures while also thinking critically and adapting as needed.
• Have a team-oriented mindset with a willingness to collaborate, share knowledge, and assist colleagues.
• Familiarity with Egnyte is a plus.
• Familiarity with Microsoft Intune is a plus.
• Familiarity with Power Automate and Microsoft automation tools is a plus.
• Have a well-rounded technical background, including experience in:
• Networking
• Security
• Microsoft administration
• Powershell / scripting experience, ideally with Microsoft Graph

Benefits

• Compensation Base Compensation: $60,000-75,000 (Actual compensation is subject to variation due to factors such as education, experience, skills and/or location)
• Competitive benefits package, including a 36-hour standard work week, hybrid working arrangement, 13 paid holidays, 100% coverage of employee medical, dental, and vision insurance premiums for our full-time employees, and reimbursement of approved professional certifications and continuing education costs.
• Spouse and dependent insurance premiums are subsidized by SMC.
• All full-time employees are additionally eligible for employer-sponsored life and long-term disability insurance as well as participation in our 401(k) plan, with annual safe harbor contribution.