IT Systems & Support Specialist

Key Responsibilities

• Provide Tier 1/2 support for Windows desktops and laptops, including troubleshooting hardware, OS, application, and connectivity issues.
• Manage the support ticket queue, prioritize against established SLAs, and keep users informed through resolution.
• Document recurring issues and contribute to the internal knowledge base.
• Prepare, image, deploy, and decommission desktop, laptop, server, and networking equipment.
• Maintain hardware inventory and asset records throughout the device lifecycle.
• Aid with rack-and-stack, cabling, and basic network device configuration.
• Create, modify, and terminate user accounts as part of standardized onboarding and offboarding workflows.
• Administer Active Directory (users, groups, OUs, GPOs) and Entra ID (users, groups, app assignments, conditional-access enrollment).
• Provision and de-provision access to Microsoft 365 cloud applications and other SaaS tools following least-privilege principles.
• Enroll and manage devices in Microsoft Intune, including compliance and configuration profiles, app deployment, and remote actions.
• Maintain device compliance and assist with OS and application patching.
• Support conference-room technology, Microsoft Teams, and audio/visual equipment for meetings and events.
• Administer telephony/softphone and conferencing services and troubleshoot related issues.
• Follow and reinforce NRG security policies in daily operations (MFA enrollment, password resets, account lockdowns, least-privilege provisioning).
• Maintain endpoint protection (Microsoft Defender) health and apply patches on schedule.
• Recognize and promptly escalate suspected security incidents to the security team.

Required Qualifications

• 3+ years in a hands-on IT support or systems administration role.
• Bachelor’s degree in IT or a related field, or equivalent experience.
• Strong working knowledge of Windows 10/11 desktop support and troubleshooting.
• Practical experience with Active Directory and Entra ID administration.
• Experience administering Microsoft 365 and Intune.
• Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN).
• Comfortable preparing and maintaining server and networking hardware.
• Excellent analytical and problem-solving skills.

Preferred Qualifications

• Relevant certifications.
• Exposure to Windows Server, virtualization, and Microsoft Defender for Endpoint.
• Experience in a manufacturing environment.

Required Interpersonal Skills

• Exceptional customer service skills.
• Responsive to and able to work with all levels in the organization.
• Excellent organizational and time management skills.
• Ability to work independently and prioritize multiple tasks.
• Clear written and verbal communication, with the ability to translate technical issues for non-technical staff.

Compensation Range

- $75,000 - $85,000