Internal IT Support Specialist

The Internal IT Specialist is responsible for supporting daily Internal IT operations while also designing, developing, and maintaining internal business applications and AI-driven automation solutions. This role is a hybrid hands-on position combining: Day-to-day Internal IT operational support (PC setup, network, user support) Microsoft Power Platform development (Power Apps, Power Automate) AI agent and workflow automation (e.g., Copilot Studio) The position plays a key role in enabling Internal IT to function both as a reliable operations team and a strategic digital transformation partner for internal stakeholders. Essential Functions Day-to-Day Internal IT Operations Prepare, configure, and deploy PCs, laptops, tablets, and peripheral devices for new hires, replacements, and upgrades Perform network-related tasks, including basic network configuration, troubleshooting connectivity issues, and coordinating with vendors or global IT teams when needed Support user account management (Microsoft 365, email, MFA, access permissions) Troubleshoot and resolve hardware, software, and internal system issues through ticketing systems, email, chat, or in person Maintain and manage IT assets, inventory records, and lifecycle tracking Support office IT infrastructure such as Wi-Fi, printers, meeting room devices, monitors, and smart TVs Follow and contribute to standardized IT operation procedures, manuals, and knowledge base documentation Participate in task sharing, backup coverage, and job shadowing to ensure operational continuity Power Apps & Power Platform Development Design, develop, enhance, and maintain Microsoft Power Apps (Canvas and Model-driven) for internal business processes Build and manage Power Automate workflows for approvals, notifications, system integrations, and IT operations automation Collaborate with internal departments to gather requirements, analyze processes, and translate business needs into technical solutions Ensure applications follow internal standards for security, performance, readability, and maintainability Provide ongoing support, troubleshooting, and enhancements for deployed Power AI Agent & Automation Solutions Develop and maintain AI agents (e.g., Copilot Studio-based agents) to support Internal IT and business operations, such as: Helpdesk request handling (e.g., MFA reset, FAQ responses) Email classification and routing Guided self-service support for employees Assist with AI agent training, testing, monitoring, and improvement to ensure accuracy and reliability Identify opportunities where AI and automation can reduce manual workload and improve response times Support workflow execution and integration between AI agents and Power Platform solutions Documentation & Continuous Improvement Create and maintain technical documentation, user guides, and operational manuals Document Power Apps, AI workflows, and IT operational procedures to support knowledge sharing Actively contribute to process improvement, digitalization, and standardization initiatives within

Internal IT Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Competencies:

Internal IT operations & customer support mindset Power Platform solution design Practical AI automation (operations-focused) Clear documentation and stakeholder communication Ownership, accountability, and reliability

Supervisory Responsibility:

This position does not have supervisory responsibilities.

Work Environment:

This job operates in a professional office environment, which may include working remotely. This role routinely uses standard office equipment.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit; stoop; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time position. Occasional evening and weekend work may be required as job duties demand.

Travel:

This position may require up to 20% travel. Requirements Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience Experience supporting day-to-day Internal IT operations (PC setup, user support, basic networking) Hands-on experience with Microsoft Power Apps and Power Automate Basic understanding of AI agents, chatbots, or workflow automation tools Experience supporting Windows environments and Microsoft 365 Strong troubleshooting, documentation, and communication skills Ability to manage multiple priorities and work independently