The IT Support Specialist is an on-site role that provides end user level 1 & 2 support in a team setting. The environment is a hybrid Mac and Windows fleet with enterprise collaboration tools (e.g. Microsoft 365, Box, Zoom), supported by formal IT policies and controls across access, operations, change management, and data communications.
Responsibilities
- Troubleshoot PC & Mac workstation issues for level 1 and 2
- Administrate Entra, Office 365 accounts and 3rd party system services
- Follow standard IT procedures such as change control, problem escalation, task prioritization, and asset management
- Provide support for enterprise productivity and collaboration tools (e.g., email, Teams-style collaboration, file sharing, and common business apps)
- Resolve technical issues remotely via remote command line utilities
- Assist in setting up Audio/Visual presentations.
- Track issues via ticketing system
- Customize and ship laptops
- Continually educate oneself and stay abreast of latest technical offerings
- Escalate issues when appropriate
- Participate in process improvements (automation/ scripts where appropriate), service reviews, and tooling enhancements.
- Follow security policies and reinforce good practices (MFA adoption, safe handling of devices/data, phishing vigilance)
- SharePoint site build and integration across tenants (for AI-readiness)
- Plan and implement site structure
- Configure and maintain site permissions
- Set up and manage access requests
- Coordinate SharePoint access limitation / security requirements
Key Qualifications
- Ability to troubleshoot Macs (OS X) and PC systems (Windows 11)
- Ability to troubleshoot mobile email (iPhone and Android)
- Troubleshoot Adobe Creative Cloud applications
- Advanced knowledge of Microsoft Productivity suite software (Outlook, Word, Excel,)
- Microsoft 365 administration experience (e.g., user/group/license support), collaboration platform support.
- Working knowledge of modern SharePoint permissions and sharing models
- Understanding of information architecture concepts
- Troubleshoot HP and Canon printers
- Understand networking concepts (Network+ level)
- Excellent verbal and written communication
- Customer Service Oriented
- Ability to read and understand technical manuals and guides
- Familiarity with Mac imaging software like Munki, Casper, etc.
- Scripting ability (PowerShell, python) a plus but not required
