IT Support & Operations Specialist

IT SUPPORT & OPERATIONS SPECIALIST

Position Summary The IT Support & Operations Specialist provides day-to-day technology support to RJA employees across corporate, remote, and field locations. The position serves as a primary point of contact for Help Desk requests and is responsible for end-user support, device deployment, account and application access, mobile-device support, technology purchasing, equipment lifecycle coordination, and first-line support for key business and field systems. The role works closely with internal IT staff, vendors, carriers, and managed service providers to resolve technology issues quickly and appropriately escalate advanced technical issues. Operating Environment ~1,300 Employees ~30 Corporate, field & project locations Several thousand Employee-generated support requests annually Support is delivered primarily remotely and spans traditional end-user technology as well as Microsoft 365, mobile devices, business applications, fleet technology, and project-location technology. Ticket volume above refers to employee-generated requests requiring human review and excludes the substantially larger volume of automated alerts and informational system notifications. Primary Responsibilities End-User & Help Desk Support

• Provide Tier 1 and Tier 2 support for laptops, desktops, mobile devices, printers, scanners, peripherals, Microsoft 365, and common business applications.
• Troubleshoot hardware, software, email, login, account, permissions, MFA, Authenticator, and connectivity issues.
• Deliver remote support to employees in corporate offices, field offices, project locations, and home offices.
• Manage assigned Help Desk tickets through resolution, including documentation, prioritization, user communication, follow-up, and escalation.
• Identify recurring issues and help develop standard procedures or permanent solutions.

Microsoft 365 & User Access Provide first-line support for Outlook and email, Microsoft Teams, SharePoint and OneDrive, Microsoft 365 applications, password resets and account access, MFA and Microsoft Authenticator, shared mailboxes and distribution groups, and basic user permissions and licensing. Escalate advanced Microsoft 365, Entra ID, or security administration issues to the appropriate technical resource. Employee Onboarding & Offboarding

• Prepare and coordinate technology requirements for new employees, including accounts, email, MFA, software access, laptops, phones, and peripherals.
• Support employee transfers, name changes, equipment replacements, and role changes.
• Coordinate account and equipment requirements for employee separations, including recovery, reassignment, replacement, and tracking of company technology.

Field & Business Application Support Provide first-line operational support for key RJA systems including Netradyne Driver-i / VLS, Geotab / MyGeotab, JDE, JAMMS, and mobile and field applications. Resolve common access, login, device, application, and basic configuration issues, coordinating with vendors or senior technical resources when deeper platform support is required. Mobile Device Support

• Support company-owned smartphones and tablets, including activation, replacement, reassignment, email, MFA, and application setup.
• Support Microsoft Intune and Samsung Knox-enrolled devices.
• Troubleshoot basic carrier, SIM/eSIM, cellular-service, and mobile application issues and coordinate with wireless carriers and vendors as needed. Equipment, Procurement & Asset Support
• Purchase approved IT hardware, mobile devices, peripherals, accessories, and related technology; obtain quotes and coordinate with approved vendors.
• Track orders, shipments, returns, replacements, warranties, equipment assignments, and lifecycle records.
• Maintain appropriate inventory and spare-equipment levels and prepare, stage, and coordinate equipment for deployment. Field Office & Project Support
• Assist with technology preparation for new offices, field projects, and mobilizations.
• Coordinate laptops, phones, monitors, printers, scanners, peripherals, connectivity needs, and related equipment.
• Coordinate with field personnel, carriers, vendors, and other IT resources during project startup and deployment. Connectivity & Security Support
• Troubleshoot basic internet, Wi-Fi, VPN, remote-access, and connectivity issues and determine when escalation to network, infrastructure, or MSP resources is required.
• Review and triage phishing reports, suspicious emails, security notifications, and automated technology alerts.
• Escalate potential cybersecurity incidents according to established procedures.

Role Boundaries The IT Support & Operations Specialist is expected to troubleshoot broadly and resolve routine operational issues but is not the primary owner of advanced infrastructure engineering. Advanced responsibilities are escalated to the Systems Administrator, MSP, vendor, or other appropriate technical resource, including:

• Firewall administration and enterprise networking
• Azure architecture and server engineering
• Advanced Entra ID administration and cybersecurity engineering
• API development, automation, and enterprise systems integration Overall Objective Ensure RJA employees have reliable access to the devices, applications, accounts, connectivity, and field technologies needed to perform their work — while maintaining responsive Help Desk support, effective equipment lifecycle management, and consistent technology standards.