Technical Support Specialist

Responsibilities

• Own and resolve L2 escalations for hardware, OS, application, and connectivity issues; document work and resolutions in the ITSM tool and escalate to L3/vendors when required.
• Restore normal service as quickly as possible and manage service requests per Service Desk practice (incident/request).
• Endpoint & Device Management:
  • Image, enroll, and manage Windows devices using Microsoft Intune.
  • Handle app deployments, patching, compliance, and BitLocker.
  • Support Onboarding, device re-imaging, and lifecycle tasks.
  • Maintain accurate device inventory and asset tags.
• Platform & Productivity:
  • Troubleshoot Azure AD/Microsoft Entra ID sign-in, profiles, and access issues; perform password resets and basic account admin per policy.
  • Support Microsoft 365 apps (Outlook, Teams, OneDrive, Office desktop), collaboration tools, printing, and basic AV/meeting room setups.
• Deskside / Field Work:
  • Perform hardware break/fix on laptops, desktops, docks, and peripherals; coordinate OEM warranty repairs.
  • Execute IMAC activities; manage asset recovery, tagging, and disposal following process.
  • Provide occasional smart-hands support for local network/room equipment under guidance from L3 teams.
• Knowledge, Quality & Continuous Improvement:
  • Maintain accurate ticket updates and knowledgebase articles.
  • Contribute to SLAs/KPIs and continual improvement.
  • Apply ITIL® 4 service desk practice concepts (communication focus, user experience) in daily operations.

Qualifications

• 3–5 years in desktop/deskside or Tier-2 support with proven L2 ticket ownership/resolution.
• Strong hands-on experience with macOS, hardware break/fix, imaging, and IMAC processes.
• Working knowledge of Microsoft Intune/Endpoint Manager (enrollment, profiles, compliance, app deployment) and familiarity with SCCM/ConfigMgr.
• Experience supporting Azure AD/Microsoft Entra ID identities and Microsoft 365 apps (Teams/Outlook/Office).
• Practical understanding of network basics (LAN/Wi-Fi/VPN) for endpoint troubleshooting.
• Strong customer service, communication, and documentation skills; ability to work independently on site.