Information Technology Support Specialist

Our client in Cary, NC is seeking a highly skilled and proactive IT Support Specialist to join their in-office IT Support team. This role is critical in delivering a reliable, high-quality technology experience for employees by supporting endpoint devices, collaboration platforms, and office IT infrastructure.

This is a fully onsite position.

Role Overview:

The IT Support Specialist will play a key role in minimizing employee downtime, enhancing onboarding/offboarding processes, and improving collaboration experiences across the organization. This individual will take ownership of issues from start to finish, proactively identify opportunities for automation, and continuously improve IT support operations.

The ideal candidate thrives in a fast-paced environment, demonstrates strong problem-solving skills, and is committed to delivering excellent customer service.

Key Responsibilities:

• Manage endpoint devices and collaboration platform deployment, health, and lifecycle for the region
• Maintain device compliance, patching, and configuration standards
• Ensure reliability and performance of Microsoft Teams and meeting room technologies
• Own incident management and resolution, prioritizing based on business impact
• Identify root causes and implement long-term fixes to prevent recurring issues
• Reduce repeat incidents through documentation, automation, and process improvements
• Lead onboarding and offboarding processes, including provisioning and deprovisioning accounts and equipment
• Manage office IT infrastructure including printers, A/V systems, and meeting room technology
• Utilize modern endpoint management tools (e.g., Intune) to maintain performance and compliance
• Support Identity and Access Management (IAM) processes
• Deliver excellent customer support both in-person and remotely
• Improve self-service support through automation and knowledge base development
• Collaborate with Security and Network teams to resolve alerts and implement corrective actions
• Monitor support coverage and recommend adjustments based on workload trends
• Develop scripts for automation, configuration management, and reporting
• Leverage AI and automation tools to enhance IT support efficiency
• Manage vendor relationships for hardware and software solutions
• Contribute to IT projects, initiatives, and broader technology strategies

Required Qualifications:

• 3 years of experience in IT Support or Systems Administration
• Associate degree or equivalent professional experience
• Modern Desktop Administrator Associate certification (or equivalent experience)
• Strong analytical and troubleshooting skills
• Customer-focused mindset with strong interpersonal skills
• Detail-oriented with excellent documentation practices
• Proven ability to take ownership and collaborate effectively
• Strong verbal and written communication skills
• Ability to adapt quickly in a dynamic environment

Preferred Qualifications:

• Experience with endpoint management (Windows 11, Autopilot, Endpoint Analytics)
• Experience supporting Microsoft 365, Microsoft Teams, and SaaS platforms
• Familiarity with Remote Monitoring & Management (RMM) tools
• Experience with Azure Active Directory, Microsoft 365 Admin Center, and Intune
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Knowledge of security best practices (MFA, BitLocker, Conditional Access, Defender)
• Familiarity with ITIL / ITSM frameworks (Freshservice experience a plus)
• Experience with PowerShell or scripting (Python, Bash a plus)
• Exposure to Zero Trust (ZTNA), SASE, or NIST-aligned environments

Equal Employment Opportunity (EEO) Statement:

Our client is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. They are committed to creating an inclusive environment and do not discriminate based on age, race, religion, color, sex, national origin, marital status, genetic information, sexual orientation, gender identity, disability, veteran status, or any other protected status.