IT Support Specialist

Corporate
2701 Emerywood Pkwy
Suite 100
Henrico, VA 23294, USA

The IT Support Specialist provides hands‑on technical support across Virginia Green, ensuring reliable, secure, and efficient use of technology for all associates. This role focuses on end user support, device and system administration, incident resolution, and continuous improvement of IT services. The position works closely with the IT Manager, internal IT team, and external vendors to support Microsoft 365, endpoint management, identity services, networking, and line of business systems.

Adaptability, strong troubleshooting skills, and a service‑oriented mindset are critical.

• Serve as a front‑line representative of IT with a strong customer service focus
• Deliver professional, respectful, and timely support to all associates
• Set clear expectations and follow through on commitments
• Balance technical accuracy with user friendly communication
• Treat every interaction as an opportunity to improve trust in IT

• Provide onsite and remote technical support via service desk, phone, chat, and email
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues
• Document all support tickets clearly and thoroughly from intake through final resolution
• Maintain accurate notes, actions taken, and resolution details to support auditability and knowledge sharing
• Escalate issues appropriately while maintaining ownership through resolution
• Communicate clearly with users on issue status, expectations, and outcomes

• Deploy, configure, and support laptops, desktops, mobile devices, and peripherals
• Administer endpoint management solutions including Intune and MDM tools
• Manage device lifecycle activities including onboarding, offboarding, and replacements

• Support Microsoft 365 services including Exchange, Teams, SharePoint, and One Drive
• Assist with identity and access management using Microsoft Entra  Active Directory
• Support core business applications such as CRM, VoIP, and other SaaS platforms

• Troubleshoot network connectivity issues including LAN, WAN, VPN, and Wi Fi
• Support printers, scanners, and other network‑connected devices
• Coordinate with vendors for firewall, VoIP, and ISP related issues

• Follow and enforce IT security policies and best practices
• Assist with endpoint security, antivirus, patching, and vulnerability remediation
• Identify and report security incidents or suspicious activity promptly

• Participate in IT projects such as system rollouts, upgrades, migrations, and process improvements
• Assist with project planning tasks including testing, documentation, user readiness, and deployment support
• Execute assigned project tasks while meeting timelines and quality expectations
• Provide post implementation support and feedback to improve future projects

• Create and maintain technical documentation, user guides, and standard procedures
• Contribute to knowledge base articles to improve first‑contact resolution
• Identify opportunities to improve tools, processes, and user experience

• Open, track, and manage support tickets with external vendors and service providers
• Coordinate resolution efforts between vendors and internal stakeholders

• Strong troubleshooting skills across hardware, software, and user issues
• Working knowledge of Microsoft 365 administration
• Experience with Intune, MDM, and endpoint management tools
• Familiarity with Microsoft Entra , Active Directory, and hybrid environments
• Working knowledge of Windows and macOS operating systems
• Working knowledge of iOS and Android operating systems
• Understanding of TCP/IP networking concepts and basic firewall support
• Experience supporting VoIP and video conferencing platforms
• Familiarity with antivirus, VPN, and remote management tools

• Clear and professional communication with technical and non‑technical users
• Strong customer service mindset…