IT Support Technician
6 days ago
Purchase
Job DescriptionWe are seeking a full‑time IT Support Specialist to join our Information Technology team. This individual will serve as the first point of contact for all IT-related issues across a hybrid corporate environment. The role requires strong technical troubleshooting abilities, excellent communication skills, and a solid understanding of endpoint, identity, networking, and security fundamentals. The IT Support Specialist will ensure efficient day-to-day operations by resolving hardware, software, and network related issues, supporting endpoint deployments, maintaining documentation, and assisting with IT projects. This position requires 3 days per week onsite and occasional travel to additional office or field locations.Your are: • An excellent communicator and customer focused professional who can translate technical issues into clear, supportive, user-friendly guidance - even in stressful situations., • Curious, energized by technology, and eager to learn, continuously expand your skills with modern tools, systems, and best practices., • Initiative-taking, detail-oriented, and adaptable, able to troubleshoot independently, document accurately, collaborate effectively, and thrive in a fast-paced, evolving environment.Core Responsibilities, • Provide timely resolution of Level 1 and Level 2 incidents related to hardware, software, network connectivity, user access, and security configuration., • Triage incidents, document troubleshooting steps, and escalate complex issues to senior staff when needed., • First level diagnostics of network related including: Wi-Fi authentication failures, captive portal issues, DNS/DHCP symptoms, basic router and switch troubleshooting, and VPN client logs., • Manage user and permission administration across Azure AD and Microsoft 365, including user lifecycle (create/disable accounts, group memberships, DLs, mailbox setup), troubleshooting signing and Conditional Access issues., • Manage unified communications and AV systems including Teams Phone and ensure conference room/Teams Rooms readiness by maintaining peripherals HDMI/BYOD functionality, firmware updates, and room booking integrations., • Enforce device security baselines, OS/third party patching, and endpoint protection/EDR health., • Generate weekly operational reports (ticket volumes, SLA attainment, top categories, mean time to resolution, endpoint compliance %)., • Create and maintain internal IT documentation, knowledge-based articles, SOPs, and troubleshooting guides., • Join rotating on call for priority incidents outside business hours; provide remote support to traveling/off site users with clear comms and workarounds.Required Qualifications, • Bachelors in IT/CS (or related) and 3–5 years in enterprise IT support., • Hands‑on proficiency with Windows 10/11 and macOS administration; strong M365 user support., • Practical experience with Intune/Endpoint Manager (device compliance, configuration profiles, app deployment) and Autopilot provisioning., • Working knowledge of Azure AD / AD DS, MFA, Conditional Access, and M365 licensing., • Network fundamentals: TCP/IP, DNS, DHCP, client VPNs; ability to diagnose endpoint connectivity., • Scripting exposure (PowerShell) for bulk/admin tasks; comfort with log analysis (Event Viewer, Console)., • Clear, empathetic communication; customer service mindset; ability to manage multiple priorities.Preferred Qualifications, • Certifications (any of): CompTIA A+ / Network+ / Security+, Microsoft MD‑102, MS‑900, AZ‑104 (helpful)., • Experience with endpoint EDR/XDR (e.g., Defender for Endpoint) and compliance reporting., • Familiarity with Teams Phone administration/user support and conference room/Teams Rooms setups (IVR, call queues, device policies)., • Experience contributing to policy aligned onboarding/offboarding workflows, security and license audits, documentation management, and 2FA usage.Work Conditions, • Hybrid work: 3 days onsite per week; occasional travel to satellite offices/sites., • Ability to lift/carry ~30–40 lbs. for equipment work; after hours of work during maintenance or incidents when needed.