Information Technology Support Specialist

Position OverviewThe IT Support Specialist provides day-to-day technical assistance to employees across multiple locations and work environments. This position is responsible for resolving end-user technology issues, managing user access, supporting Microsoft environments, maintaining endpoint devices, and assisting with broader IT and security initiatives.Primary ResponsibilitiesDeliver Tier 1 and Tier 2 technical support for workstations, laptops, mobile devices, printers, and other IT equipment.Investigate and resolve issues involving Windows, Microsoft 365, email, business applications, hardware, networking, and connectivity.Provide technical assistance to both onsite and remote employees across multiple offices or locations.Log, update, prioritize, and close incidents and service requests within the organization's IT service management system.Escalate complex or unresolved technical issues to senior IT personnel, engineering teams, or third-party vendors when appropriate.Identity & Access ManagementAdminister user accounts and security groups within Active Directory and Microsoft Entra ID (formerly Azure Active Directory).Handle password resets, account changes, permissions, group assignments, and access requests.Assist with employee onboarding, offboarding, and other identity lifecycle activities.Support multifactor authentication enrollment, configuration, and troubleshooting.Assist with Microsoft 365 account provisioning, licensing, and mailbox administration.Endpoint & Device ManagementConfigure, deploy, maintain, and troubleshoot desktop and laptop computers.Assist with mobile and endpoint management activities.Utilize endpoint and asset management platforms such as Microsoft Intune, Windows Autopilot, and Lansweeper.Participate in computer replacements, technology refreshes, hardware rollouts, and equipment deployments.Security & ComplianceFollow established information security policies, procedures, and technical controls.Assist users with MFA and other security-related requirements.Support endpoint security initiatives and remediation of identified vulnerabilities.Identify and report suspected security incidents, vulnerabilities, or other potential risks to the appropriate IT personnel.IT Projects & Operational SupportProvide technical assistance during office relocations, expansions, and organizational onboarding activities.Assist with the evaluation, testing, deployment, and adoption of new hardware and software technologies.Contribute to IT process improvements and operational initiatives.Develop and maintain internal technical documentation, procedures, and knowledge base resources.Performance ExpectationsFirst-contact/first-call resolutionSLA adherenceCustomer satisfactionTicket volume and backlog managementQuality and completeness of ticket documentationContributions to internal knowledge resourcesEducation & Professional ExperienceAssociate or bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.Relevant professional experience may be considered in place of formal education.Approximately 3–5 years of experience in IT support, desktop support, service desk, or a similar technical support environment.Demonstrated experience supporting Microsoft Windows environments.Hands-on experience troubleshooting and administering Microsoft 365.Working knowledge of Active Directory and Microsoft Entra ID.Experience with endpoint or mobile device management solutions.Preferred CertificationsCompTIA A+CompTIA Network+Microsoft Certified: Modern Desktop Administrator AssociateITIL FoundationMicrosoft 365 Certified FundamentalsTechnical EnvironmentExperience with the following technologies and platforms is desirable:Windows 11Microsoft 365Active DirectoryMicrosoft Entra ID / Azure Active DirectoryMicrosoft IntuneWindows AutopilotTCP/IP and basic networking conceptsTeamViewer or comparable remote support solutionsAtlassian Jira or comparable ITSM/ticketing platformsPentagon ERPLansweeper IT Asset Management