Job Type: Full-time
Salary: $65,000 - $70,000 per year
Reports to: Operations
Work 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).
Key Responsibilities:
- 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.
TO APPLY
Email resume to [email protected]. Reference position title in subject line. Applicants are screened by human resources and resumes of qualified candidates are referred to individual departments.
NO PHONE CALLS WILL BE ACCEPTED.
Thank you for your interest in employment with us. The Trust does not accept unsolicited resumes. All open positions with the organization are posted and application instructions are included.
