What are the responsibilities and job description for the IT Support Specialist position at A.C. Coy?
Overview
Location: 2/3 Hybrid arrangement; Office located in downtown Pittsburgh, PA
Type: Direct Hire
Work Authorization: US Citizen or Green Card holder only
A.C.Coy is assisting a local client in their search for a Contract-to-Hire IT Support Specialist. This individual will be responsible for providing Tier 1 and Tier 2 technical support to end users across the organization, including laptops, peripherals, multifunction printers, Microsoft 365 services, and controlled access to on‑premises and cloud‑based servers.
Our Client offers a friendly, relaxed work environment, long-term stability, flexible hours, professional growth, and upon conversion to full-time, a low-deductible health plan and 401K.
Responsibilities
End User & Desktop Support
- Provide first‑ and second‑level technical support for Windows laptops and peripherals (docking stations, monitors, keyboards, headsets, etc.)
- Diagnose and resolve hardware, software, and connectivity issues both onsite and remotely
- Perform laptop imaging, configuration, deployment, and lifecycle replacements
- Support mobile devices (iOS/Android) as required
- Document incidents, requests, and resolutions within the IT ticketing system
- Multifunction Printer / Copier / Scanner Support
Microsoft 365 Administration & Support
- Provide user support for Microsoft Outlook, Teams, OneDrive, SharePoint, and Office applications
- Create, modify, and disable Microsoft 365 user accounts and licenses
- Assist with mailbox access, shared mailboxes, distribution groups, and Teams membership
- Support MFA, password resets, and basic identity‑related issues
Server & Access Support
- Assist with user access provisioning to file servers, application servers, and shared resources
- Troubleshoot mapped drives, permissions issues, and authentication failures
- Work with senior IT staff on escalated server, Active Directory, or infrastructure issues
Security & Compliance
- Follow IT security policies, acceptable use policies, and data protection standards
- Ensure least‑privilege access when provisioning systems and data
- Assist with onboarding/offboarding processes, including timely access removal
- Maintain accurate asset and access documentation for audit and compliance purposes
Qualifications
Required
- 2 years of experience in a Desktop Support or Help Desk role
- Ability to provide support for Microsoft 365 (Outlook, Word, Excel, Teams, OneDrive, SharePoint)
- Proficiency with Active Directory - Able to manage groups and add/delete accounts
- Strong experience supporting Windows laptops and end‑user hardware, as well as Multifunction printers/copiers/scanners
Preferred
- Bachelor’s degree in Information Technology or related field
- Familiarity with Exchange Online / Hybrid environments, Azure AD / Entra ID, and Endpoint management tools (Intune, RMM, or similar)
- Experience working in ITIL‑based ticketing systems
- Experience supporting remote and hybrid workforces
- Advanced Excel proficiency (formulas, tables, and analysis)
- Experience supporting users in a professional services or enterprise environment