Information Technology; IT Support Specialist

Position: Information Technology (IT) Support Specialist

Information Technology (IT) Support Specialist

This is a civilian position and does not require military experience (commission and enlistment).

Position Summary

The IT Support Specialist provides technical support to AUSA staff, chapters, and end users. The specialist will assist with onboarding/offboarding, device provisioning via Intune, troubleshooting end-user issues, and our IT Help Desk tickets.

Great opportunity to join an experienced IT team with talented and collegial co‑workers who take pride in making AUSA the best it can be. AUSA has a 37.5-hour work week with a shortened workday on Fridays (8 a.m.–1:30 p.m.) and a hybrid remote work schedule (3 days in office and 2 days remote). AUSA is an organization with a strong mission where you can make a difference.

Learn everything we do a.org.

Reporting directly to the Manager, Network Administration and Cybersecurity, the IT Support Specialist will serve as an integral part of the IT team, providing critical technical support.

Core Responsibilities End-User Support & Help Desk (Primary Role)

• Provide Tier 1–2 support for Windows, macOS, iOS devices, Office 365 apps, Teams, Outlook, SharePoint, printers, and network access.
• Troubleshoot hardware, software, MFA, VPN/AVD access, Intune-enrolled devices, and Microsoft 365 identity issues.
• Respond to support requests through support tickets, email, Teams, and walk-ups.
• Respond to IT security instances from the security operation center.
• Assist AV systems during events (in-office and weekend support as needed).

Onboarding, Offboarding & User Lifecycle Administration

• Prepare and configure laptops, peripherals, and mobile devices for new hires using Intune/Autopilot.
• Assign and configure accounts.
• Collect and sanitize devices during offboarding.

Hardware, Software & Inventory Management

• Perform laptop diagnostics, warranty coordination, and hardware replacement.

Systems & Cloud Support (Complementary to Cloud Sys Admin)

• Support Microsoft 365 services (Outlook, Teams, SharePoint/One Drive) and elevate system-level issues to the Cloud Sys Admin.
• Assist with Intune device compliance and patch status monitoring.
• Support user management tasks in Entra , including password resets and MFA support.
• Assist and support Meraki wireless access as directed by the Cloud Sys Admin.

AV Support – Back up (Weekend Availability Required)

• Provide AV setup, testing, troubleshooting, and support for hybrid meetings, Board sessions, and weekend events.
• Maintain video conferencing equipment, microphones, cameras, projectors, and streaming tools.

Documentation & SOPs

• Create and maintain Standard Operating Procedures (SOPs) for all IT workflows, including:
  • Device provisioning and inventory management
  • MFA setup and password resets
  • Meeting room AV setup
  • Security best practices for end users
  • Other documents as needed

Security & Compliance Support

• Assist with reviewing phishing alerts and Proofpoint quarantine messages.
• Support cybersecurity training and promote secure user behavior.
• Introduce and guide users on required IT security policies during onboarding.

Other Duties

• Assist IT Manager and Cloud Sys Admin with IT projects and deployments.
• Provide backup support during staff absences.
• Other responsibilities as assigned.

Qualifications

• 1–3 years of IT support or help desk experience.
• Experience supporting Microsoft 365, Windows 10/11, Teams, SharePoint, and Outlook.
• Familiarity with Entra  Intune device management is a plus.
• Strong troubleshooting skills in hardware, software, and network issues.
• Excellent communication and customer service skills.
• Ability to lift up to 25 lbs (AV and IT equipment).
• Ability to work occasional weekends for events.

Equal Employment Opportunity Statement

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by law.

#J-18808-Ljbffr