Summary The IT Support Specialist provides front-line technical support, hardware management, and software administration across all organizational sites and remote environments. As an individual contributor, this role serves as the primary contact for daily end-user issues, workstation provisioning, and cloud productivity tools. The ideal candidate blends technical troubleshooting skill with customer-service professionalism, ensuring reliable operation of laptops, mobile devices, local networks, and core cloud systems (Microsoft 365, Microsoft Intune). Endpoint Management & Hardware Support (40%)

Device Provisioning:

Image, configure, deploy, and maintain desktop computers, laptops, peripherals, printers, and mobile endpoints using Microsoft Intune and Autopilot protocols.

Physical & Hardware Maintenance:

Diagnose, repair, and replace faulty workstation components, cabling, and site peripherals (monitors, docking stations, A/V setups).

Asset Tracking:

Maintain accurate inventory records of all hardware, software licenses, serial numbers, and assigned assets across all regional locations.

Decommissioning:

Execute formal protocols for secure data wiping, equipment retirement, and e-waste disposal. Software & Microsoft 365 Administration (35%)

Identity & Access Management:

Execute user onboarding/offboarding workflows in Microsoft Entra ID (Azure AD), managing accounts, distribution lists, and group memberships.

Application Support:

Provide Tier 1 and entry-level Tier 2 support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Word, Excel).

Endpoint Security:

Enforce compliance policies via Microsoft Intune (antivirus status, BitLocker encryption, OS updates, app pushing).

SaaS Troubleshooting:

Resolve core application errors, login failures, multi-factor authentication (MFA) resets, and sync discrepancies. Helpdesk Operations & Site Support (15%)

Ticket Management:

Monitor, prioritize, log, and resolve support requests within the ticketing system according to established SLA response times.

Escalation Management:

Diagnose underlying technical issues and properly escalate complex infrastructure, cloud tenant, or network outages to senior engineering/vendors.

Basic Network Support:

Perform basic troubleshooting for local connectivity issues, Wi-Fi access points, local subnet configurations, and basic switch port checks. User Enablement & Documentation (10%)

Standard Operating Procedures:

Write clear, concise technical documentation for IT internal procedures and step-by-step user self-help guides.

Staff Onboarding:

Lead basic technical orientation for new hires, setting up credentials and guiding users through remote access protocols and communication tools.

Qualifications and Competencies:

Required Experience & Education Education:

Associate degree in Computer Science, Information Systems, or equivalent hands-on professional experience/certifications.

Experience:

At least 5 years in a technical support, desktop support, or helpdesk environment.

Technical Skills Microsoft Cloud Ecosystem:

Hands-on experience navigating Microsoft 365 Admin Center and Microsoft Entra ID.

Device Management:

Practical experience with Microsoft Intune (MDM/MAM) for device enrollment, compliance checking, and basic app deployment.

Operating Systems:

Proficiency in supporting Windows 10/11 and macOS operating systems in a managed domain environment.

Hardware Fundamentals:

Strong familiarity with PC/Mac assembly, peripheral configuration, cabling standards, and diagnostic utility tools.

Soft Skills & Work Attributes Communication:

Ability to explain technical concepts in accessible language to non-technical users across various departments.

Problem-Solving:

Structured diagnostic methodology-ability to systematically isolate hardware vs. software vs. network root causes.

Organization:

Capability to handle multiple incoming tickets simultaneously while maintaining attention to detail and asset tracking accuracy. Preferred Certifications (Optional / Plus) CompTIA A+ or Network+

Microsoft Certified:

Modern Desktop Administrator Associate (MD-102) Microsoft 365

Certified:

Fundamentals (MS-900) Physical Demands & Work Environment Ability to lift, transport, and install equipment up to 40 lbs (monitors, desktop towers, UPS backup units). Occasional travel between local/regional site facilities may be required for on-site hardware rollouts and infrastructure setups. This position is on-site must have reliable transportation.