Information Technology Support Specialist

Job Description

Position Overview

\n

The 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.

\n

\n

Primary Responsibilities

\n

\n
• Deliver Tier 1 and Tier 2 technical support for workstations, laptops, mobile devices, printers, and other IT equipment.

\n

• Investigate and resolve issues involving Windows, Microsoft 365, email, business applications, hardware, networking, and connectivity.

\n

• Provide technical assistance to both onsite and remote employees across multiple offices or locations.

\n

• Log, update, prioritize, and close incidents and service requests within the organization's IT service management system.

\n

• Escalate complex or unresolved technical issues to senior IT personnel, engineering teams, or third-party vendors when appropriate.

\n

\n

\n

Identity & Access Management

\n

\n
• Administer user accounts and security groups within Active Directory and Microsoft Entra ID (formerly Azure Active Directory).

\n

• Handle password resets, account changes, permissions, group assignments, and access requests.

\n

• Assist with employee onboarding, offboarding, and other identity lifecycle activities.

\n

• Support multifactor authentication enrollment, configuration, and troubleshooting.

\n

• Assist with Microsoft 365 account provisioning, licensing, and mailbox administration.

\n

\n

\n

Endpoint & Device Management

\n

\n
• Configure, deploy, maintain, and troubleshoot desktop and laptop computers.

\n

• Assist with mobile and endpoint management activities.

\n

• Utilize endpoint and asset management platforms such as Microsoft Intune, Windows Autopilot, and Lansweeper.

\n

• Participate in computer replacements, technology refreshes, hardware rollouts, and equipment deployments.

\n

\n

\n

Security & Compliance

\n

\n
• Follow established information security policies, procedures, and technical controls.

\n

• Assist users with MFA and other security-related requirements.

\n

• Support endpoint security initiatives and remediation of identified vulnerabilities.

\n

• Identify and report suspected security incidents, vulnerabilities, or other potential risks to the appropriate IT personnel.

\n

\n

\n

IT Projects & Operational Support

\n

\n
• Provide technical assistance during office relocations, expansions, and organizational onboarding activities.

\n

• Assist with the evaluation, testing, deployment, and adoption of new hardware and software technologies.

\n

• Contribute to IT process improvements and operational initiatives.

\n

• Develop and maintain internal technical documentation, procedures, and knowledge base resources.

\n

\n

\n

Performance Expectations

\n

\n
• First-contact/first-call resolution

\n

• SLA adherence

\n

• Customer satisfaction

\n

• Ticket volume and backlog management

\n

• Quality and completeness of ticket documentation

\n

• Contributions to internal knowledge resources

\n

\n

\n

Education & Professional Experience

\n

\n
• Associate or bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.

\n

• Relevant professional experience may be considered in place of formal education.

\n

• Approximately 3–5 years of experience in IT support, desktop support, service desk, or a similar technical support environment.

\n

• Demonstrated experience supporting Microsoft Windows environments.

\n

• Hands-on experience troubleshooting and administering Microsoft 365.

\n

• Working knowledge of Active Directory and Microsoft Entra ID.

\n

• Experience with endpoint or mobile device management solutions.

\n

\n

\n

Preferred Certifications

\n

\n
• CompTIA A+

\n

• CompTIA Network+

\n

• Microsoft Certified: Modern Desktop Administrator Associate

\n

• ITIL Foundation

\n

• Microsoft 365 Certified Fundamentals

\n

\n

\n

Technical Environment

\n

Experience with the following technologies and platforms is desirable:

\n

\n
• Windows 11

\n

• Microsoft 365

\n

• Active Directory

\n

• Microsoft Entra ID / Azure Active Directory

\n

• Microsoft Intune

\n

• Windows Autopilot

\n

• TCP/IP and basic networking concepts

\n

• TeamViewer or comparable remote support solutions

\n

• Atlassian Jira or comparable ITSM/ticketing platforms

\n

• Pentagon ERP

\n

• Lansweeper IT Asset Management

\n

\n