Systems Support Specialist

About the Role

This position reports directly to the Assistant Director of Information Technology and works closely with the Director of Information Technology to provide support for the operation, integrity, and security of the company’s end-user devices and systems.

Responsibilities

• Helpdesk & Technical Support Operations:
  • Provide tier-1 and tier-2 support for desktops, laptops, mobile devices, peripherals, and applications to internal staff, clients, and facility partners.
  • Respond to, troubleshoot, and resolve service desk tickets within established SLA targets.
  • Diagnose and resolve hardware, software, OS (Windows/macOS/Linux), network connectivity, and Wi-Fi issues.
• Application & Venue Systems Administration:
  • Perform daily user account administration and access role management for Momentus (Ungerboeck) and ABI (Master Specs / Terminals).
  • Support enterprise platforms: Microsoft 365, Teams, Dynamics SL, Smartsheet, Adobe Creative Cloud, and ADP.
  • Log, track, and follow up on escalated software tickets with third-party vendors.
• Identity, Access & Lifecycle Governance:
  • Execute onboarding/offboarding workflows across Active Directory, Microsoft Entra ID, and Microsoft 365.
  • Perform offboarding procedures: revoke sign-ins, convert mailboxes, archive files, deactivate Webex extensions, and reclaim licenses.
  • Configure and deploy MFA, Yubikeys, and passwordless authentication.
• Endpoint Security, Device Management & Hardening:
  • Manage corporate devices (laptops, desktops, mobile, POS/event terminals) using Microsoft Intune and GPO policies.
  • Deploy, audit, and monitor endpoint security agents (SentinelOne, Cirrus, Darktrace, Datto).
  • Enforce endpoint naming conventions, asset inventory, and device reconciliation.
  • Assist in system hardening: VM access controls, GPO enforcement, and patch management.
• Telephony, Printing & Peripheral Infrastructure:
  • Provision and troubleshoot cloud telephony (Cisco Webex Central) and physical phones.
  • Maintain MFP fleet (Xerox/HP), manage PaperCut, and support specialized printers (HP DesignJet, command station).
• Training, Documentation & Asset Logistics:
  • Conduct technical training for staff on mobile applications.
  • Author and maintain KBAs, SOPs, and user documentation.
  • Coordinate IT asset tracking, hardware staging, and e-waste recycling initiatives.
  • Support IT projects, deployments, and virtual event security.
• Work extended/irregular hours, including nights, holidays, and weekends, as required by event schedules.

Qualifications

• Education & Experience:
  • Required: 2–4 years in IT systems support, service desk, or desktop engineering.
  • Highly Desirable: Microsoft certifications (Endpoint Administrator, M365 Fundamentals), CompTIA Security+.
  • Preferred: Associate/Bachelor’s in IT, Computer Science, or related field (or equivalent experience).
• Knowledge, Skills & Abilities:
  • Proficiency in Windows 10/11, macOS, M365, Active Directory, and GPO.
  • Familiarity with Cisco Webex, basic networking (VLANs, DHCP, DNS, Wi-Fi, VPNs).
  • Ability to train non-technical staff and document complex procedures.
  • Physical ability to lift 50 lbs and work 8–10 hours daily, including standing/walking.
• Certifications:
  • Highly desirable: CompTIA (A+, Network+, Security+, Server+).

Physical Demands

Ability to work indoors/outdoors, stand/walk 8–10 hours daily, lift 50 lbs, and perform close vision tasks. Reasonable accommodations may be made for qualified individuals with disabilities.

Hours of Work

Irregular hours, including nights, weekends, and holidays, with potential travel requirements.