IT Support Technician

We 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.

• 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.

• 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 elevate 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.

• Bachelor’s 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 (
  Power Shell
  ) for bulk/admin tasks; comfort with log analysis (Event Viewer, Console).
• Clear, empathetic communication; customer service mindset; ability to manage multiple priorities.

• 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.

• 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.

$55,000 - $65,000 a year