Position Summary

The IT Support Specialist is responsible for providing exceptional customer service to our internal colleagues and our external partners, clients, and vendors; supporting the internal helpdesk, office operations, and business processes; and enhancing our internal support through excellent communication, documentation, and problem-solving skills.

This role will be hybrid in Knoxville, TN with a minimum of 2 days/week in office.

Essential Duties & Responsibilities

• Provide excellent customer service. 
• Ensure proper and timely resolution of Helpdesk issues.
• Maintain and support office A/V equipment.
• Maintain and support SaaS applications.
• Support communication and collaboration tools.
• Maintain backup and recovery solutions.
• Draft documentation for use of tools as well as IT processes.
• Experience managing end-points using Microsoft Intune and Jamf, specifically related to device management and policy configuration.
• Experience using Azure/Entra for identity and access management.
• Provide support of Microsoft 365 and Azure/Entra, Office 365 and other productivity solutions.
• Experience supporting mixed Windows, MacOS and iOS environments.
• Experience maintaining internal wired and wireless network infrastructure, as well as corporate firewall 
• Use and Support Microsoft Defender and other end-point security tools. 
• Process Onboarding/Offboarding/Access Requests.
• Maintain Asset Lifecycle.
• Perform other duties as assigned.

Qualifications

• 5-7 years related experience
• Healthcare, Finance, or other regulated industry experience
• Customer service experience in a technical role
• Systems experience with Microsoft Windows, macOS, iOS, Azure, Microsoft 365, Jamf, Intune/Endpoint, PowerAutomate, Microsoft Forms, SharePoint, Powershell, Jira Service Management, & Meraki preferred
• Experience with Bitwarden, Teams, Slack, Zoom, Code42, Smartsheet, Cisco Umbrella, Datto Backupify, Confluence, RPA, & HITRUST/SOC 2 auditing experience preferred
• Useful certifications: A , Network , Security , Cisco, Apple, Microsoft, cloud certifications, ITIL

Benefits

• Medical (HSA or FSA available)
• Dental
• Vision
• Short-term disability (company-paid)
• Long-term disability (company-paid)
• Life & AD&D (company-paid)
• 401K with company match
• 10 paid holidays, quarterly burn off days, & holiday week closure
• Flexible time off policy