Technical Support Specialist

Franklin Street is currently seeking a Technical Support Specialist to join our IT team on-site in Tampa, FL.

This role operates fully on-site in our professional Tampa Bay office environment, reflecting our work-from-work culture. In addition, occasional travel to other company offices, including new office buildouts, is required.

The Technical Support Specialist plays a key role in supporting and advancing the company’s IT infrastructure. This position is responsible for handling day to day technical support across computers, servers, printers, telephony, networking, and cloud services, ensuring smooth operations in a fast-paced, rapidly evolving environment. The role emphasizes Entra , Microsoft Intune device management, Cisco Meraki network equipment management, and cross office technology support.

This role also includes supporting and managing Apple macOS devices including troubleshooting Mac Book Pro hardware and software issues, managing macOS within Microsoft Intune or a compatible Apple device management platform such as Jamf or Mosyle, and ensuring secure integration with the company’s Microsoft 365 and Entra t.

The Technical Support Specialist will maintain network and security hardware, oversee IT asset lifecycle management, and collaborate with vendors for procurement and service. The company utilizes Zendesk as its help desk platform to manage support tickets, escalations, and reporting. Experience with, or willingness to learn, AI based tools, and automation will be considered a plus.

• Receive, prioritize, document, and resolve end user help requests in Zendesk. Escalate when necessary to meet company service expectations.
• Install, configure, and maintain desktop computers (Windows and macOS), mobile devices, peripheral equipment, software, and network hardware, including cabling.
• Manage Entra  user and device lifecycle, including provisioning, security group management, and conditional access policies.
• Administer Microsoft Intune for device enrollment, compliance policies, configuration profiles, application deployment, and security baselines across Windows and macOS endpoints.
• Configure, manage, and troubleshoot Cisco Meraki switches, access points, and firewalls.
• Configure, support, and troubleshoot macOS and Apple hardware, including Mac Book Pros, ensuring proper system updates, backups, and integration with enterprise services.
• Install, configure, and support Adobe Creative Cloud applications, manage licensing and updates.
• Perform onboarding and offboarding of end users, ensuring proper account creation, permissions, equipment setup, and decommissioning in accordance with company policies.
• Log all incoming communications into Zendesk with accurate prioritization and documentation.
• Troubleshoot and resolve hardware, software, printing, and network issues; coordinate with vendors for specialized repairs or escalations.
• Support and maintain telephony, A/V systems, and conferencing technology.
• Participate in system upgrades, cloud migrations, and special IT projects, including after hours or weekend work when necessary.
• Maintain a current inventory of IT assets, oversee hardware purchasing, and negotiate vendor pricing.
• Provide onsite technical support for other office locations, requiring periodic travel, including support for standing up new office locations.

• 3+ years help desk or IT support experience in a high-volume technical environment.
• Proficiency in Microsoft 365, SharePoint, Entra , and Intune in a hybrid or cloud first enterprise.
• Experience using Zendesk or similar help desk systems for ticket management and reporting.
• High school diploma required; college degree or equivalent experience preferred.
• CompTIA A+ or equivalent technical certification preferred.
• Apple Certified Support Professional (ACSP) or related macOS certification is a plus.
• Microsoft certifications (such as Microsoft 365 Certified: Endpoint Administrator Associate, Identity and Access Administrator Associate) are a plus.
• Valid driver’s license and reliable transportation.
• Hands on experience with Cisco Meraki network infrastructure.
• Experience troubleshooting and managing Apple macOS…