Sr. IT Support Specialist

About the role

Piedmont Global is a Strategic Globalization Organization (SGO) integrating cultural fluency, strategic insight, and custom technology to help clients scale with speed, navigate complexity, and operate seamlessly across cultures, markets, and systems. Headquartered in Washington D.C with team members spanning five continents, Piedmont Global equips organizations with the people, capabilities, and strategies to lead - globally, fluently, and confidently. At Piedmont Global, we deliver exceptional service and technology solutions that empower our people and our clients to achieve more.

Key Responsibilities

• Deliver exceptional, customer-first support as the primary point of contact for IT requests via ticketing system, email, chat, phone, and desk-side at headquarters, and as the senior escalation point for issues that cannot be resolved at first touch.
• Design and deliver end-user training: new hire technology onboarding, refresher sessions, how-to guides, and office hours that raise the whole company's fluency with our tools.
• Foster AI adoption across the company by helping colleagues use tools like Claude effectively and safely, answer their questions, and flag repetitive work that AI or automation could take off their plates.
• You will administer Microsoft 365 and Entra ID user lifecycles (account provisioning, license assignment, group memberships, offboarding), Exchange Online, Teams, and SharePoint/OneDrive permissions.
• Manage the device fleet in Microsoft Intune across Windows and macOS: enrollment, configuration profiles, application deployment, and compliance policies.
• Own the hardware lifecycle: image, configure, and deploy laptops to new hires; maintain accurate assets and license inventory; manage peripheral stock, returns testing, and responsible e-waste disposal.
• Perform root-cause analysis on recurring issues and turn the fixes into knowledge base articles, training material, and PowerShell automations, so the same ticket does not come back next month.
• Partner with our security function on daily hygiene: MFA and access resets, phishing triage, access reviews, and evidence gathering during audit cycles.

Qualifications

• 4+ years in a dedicated help desk, service desk, or desktop support role, including time as an escalation point or senior technician.
• Exceptional customer service and communication skills: you translate technical problems into plain language, stay calm when the person across the desk is not, and treat every ticket as a chance to build trust in IT.
• Experience teaching or training end users, formally or informally, and the patience to explain the same thing three different ways.
• Hands-on experience using AI tools in your own work (Copilot, Claude, ChatGPT, or similar) and genuine curiosity about where they fit next. You experiment first, then show others.
• You have direct, hands-on administration of Microsoft 365, Entra ID, and Intune: users, groups, licenses, devices and policies.
• Deep troubleshooting familiarity with Windows 11 and macOS environments, plus the usual suspects: printers, docking stations, monitors, and network peripherals.
• You have working PowerShell skills for routine administrative automation, and experience with modern ITSM ticketing tools (e.g., Jira Service Management, ServiceNow, Freshservice).
• You are a self-starter who thrives in autonomy, you see gaps and you fill them.

Work Environment

This position is onsite based out of our Arlington, VA office with the ability to collaborate across global time zones as needed. Standard business hours apply, with flexibility required during audit cycles or critical security incidents.