Technical Support Specialist

Key Responsibilities

• Provide advanced desktop, hardware, software, and network troubleshooting for local and remote users.
• Manage incidents, service requests, and escalations while maintaining Service Level Agreements (SLAs).
• Create and maintain technical documentation, knowledge base articles, and user training materials.
• Perform root cause analysis and identify opportunities to reduce recurring issues.
• Deploy and manage devices, software, and updates using Intune, Autopilot, Endpoint Manager, and related tools.
• Support hardware lifecycle management, inventory tracking, and asset standardization.
• Aid in application deployments, upgrades, and change management activities.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred.
• 4–6 years of experience in IT support or endpoint management.
• Technical Skills: Windows 10/11 and Microsoft 365, Azure, Intune, and Autopilot, Endpoint security and monitoring tools, Active Directory / Entra ID, Network troubleshooting and support.
• Certifications: Preferred CompTIA A+, Microsoft Fundamentals Certification.

Personal Attributes

• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication.
• Customer-focused with a commitment to service excellence.
• Self-motivated and able to work independently.
• Strong collaboration and relationship-building skills.