What are the responsibilities and job description for the IT Support Specialist position at Gallo Mechanical?
Position Overview
We are seeking an IT Support Specialist to provide on-site, blended Tier 1/2 support in a Microsoft-centric environment supporting 700 users as we scale from 700 to 3,000 employees across the Carolinas and Gulf Coast Regions. This role is ideal for a strong help desk professional who is ready to grow technically while maintaining a high standard of end-user support.
The position focuses on Windows and Microsoft 365 support, SaaS application access management, and assisting with the ongoing rollout of Microsoft Intune and Windows Autopilot. You'll work extensively within our Freshservice ITSM platform, executing and refining IT onboarding and offboarding workflows while coordinating closely with HR, Facilities, and cross-functional teams. The IT Support Specialist will work closely with IT leadership and external partners to support daily operations and help mature IT processes within a rapidly growing organization.
Key Responsibilities
End-User & Desktop Support
- Provide on-site Tier 1 and Tier 2 support for Windows 11 devices and peripherals
- Troubleshoot and resolve issues related to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Support hardware, printers, conference room technology, and basic networking issues
- Deliver professional, customer-focused support with clear communication
- Document incidents, resolutions, and procedures in Freshservice ITSM platform
Microsoft 365, Identity & SaaS Support
- Assist with user onboarding, offboarding, and access changes in Microsoft Entra ID (Azure AD)
- Support licensing, group-based access, MFA issues, and identity-related troubleshooting
- Manage user access to SaaS applications, including provisioning, deprovisioning, and role-based access
- Provide basic support for SaaS integrations and SSO where applicable
- Execute and refine IT onboarding and offboarding workflows, coordinating closely with HR and Facilities teams
- Coordinate with vendors and internal stakeholders as needed
Endpoint & Device Management
- Support the rollout and day-to-day administration of Microsoft Intune
- Assist with Windows Autopilot device provisioning and lifecycle management
- Troubleshoot application deployments, compliance issues, and configuration profiles
- Support endpoint security controls in alignment with existing policies
Security, Escalation & Collaboration
- Follow established security policies and procedures
- Collaborate with external partners and IT leadership on security escalations
- Escalate complex technical issues to IT leadership as appropriate
- Collaborate with IT leadership on issue resolution, process improvement, and IT initiatives
Documentation & Continuous Improvement
- Create and maintain technical documentation and SOPs
- Identify recurring issues and recommend workflow or process improvements
- Support IT projects and modernization efforts as the environment continues to evolve
Required Qualifications
- 2–4 years of experience in an IT support or help desk role
- Strong knowledge of Windows 10/11 and Microsoft 365
- Experience supporting users in a SaaS-based business environment
- Experience with an ITSM platform (Freshservice, ServiceNow, Jira Service Management, or similar)
- Solid troubleshooting, organizational, and communication skills
- Customer-service mindset with the ability to work independently
Preferred Qualifications
- Experience with Microsoft Intune and/or Windows Autopilot
- Familiarity with Microsoft Entra ID (Azure AD) administration
- Exposure to endpoint security tools and MFA concepts
- Experience working in a small or growing IT team
- Certifications (Microsoft, CompTIA, or similar) are a plus
- Exposure to compliance frameworks (CMMC, SOC 2) is a plus
What You'll Experience
Join a rapidly scaling commercial HVAC and plumbing construction company at an exciting inflection point. You'll be part of building and maturing IT infrastructure and processes from the ground up, working directly with leadership to shape how technology enables our growth across multiple states. This role offers significant opportunities for professional development within a Microsoft-focused IT organization, where your contributions will have immediate impact on daily operations and long-term strategic initiatives.
This position is primarily based at our headquarters with occasional travel to regional offices as needed. We value both technical competency and exceptional user experience, seeking a team member who thrives in a collaborative, build-and-grow environment.