Information Technology Support Specialist

Position Overview

The IT Support Specialist provides day-to-day technical assistance to employees across multiple locations and work environments. This position is responsible for resolving end-user technology issues, managing user access, supporting Microsoft environments, maintaining endpoint devices, and assisting with broader IT and security initiatives.

Primary Responsibilities

• Deliver Tier 1 and Tier 2 technical support for workstations, laptops, mobile devices, printers, and other IT equipment.
• Investigate and resolve issues involving Windows, Microsoft 365, email, business applications, hardware, networking, and connectivity.
• Provide technical assistance to both onsite and remote employees across multiple offices or locations.
• Log, update, prioritize, and close incidents and service requests within the organization's IT service management system.
• Escalate complex or unresolved technical issues to senior IT personnel, engineering teams, or third-party vendors when appropriate.

Identity & Access Management

• Administer user accounts and security groups within Active Directory and Microsoft Entra ID (formerly Azure Active Directory).
• Handle password resets, account changes, permissions, group assignments, and access requests.
• Assist with employee onboarding, offboarding, and other identity lifecycle activities.
• Support multifactor authentication enrollment, configuration, and troubleshooting.
• Assist with Microsoft 365 account provisioning, licensing, and mailbox administration.

Endpoint & Device Management

• Configure, deploy, maintain, and troubleshoot desktop and laptop computers.
• Assist with mobile and endpoint management activities.
• Utilize endpoint and asset management platforms such as Microsoft Intune, Windows Autopilot, and Lansweeper.
• Participate in computer replacements, technology refreshes, hardware rollouts, and equipment deployments.

Security & Compliance

• Follow established information security policies, procedures, and technical controls.
• Assist users with MFA and other security-related requirements.
• Support endpoint security initiatives and remediation of identified vulnerabilities.
• Identify and report suspected security incidents, vulnerabilities, or other potential risks to the appropriate IT personnel.

IT Projects & Operational Support

• Provide technical assistance during office relocations, expansions, and organizational onboarding activities.
• Assist with the evaluation, testing, deployment, and adoption of new hardware and software technologies.
• Contribute to IT process improvements and operational initiatives.
• Develop and maintain internal technical documentation, procedures, and knowledge base resources.

Performance Expectations

• First-contact/first-call resolution
• SLA adherence
• Customer satisfaction
• Ticket volume and backlog management
• Quality and completeness of ticket documentation
• Contributions to internal knowledge resources

Education & Professional Experience

• Associate or bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.
• Relevant professional experience may be considered in place of formal education.
• Approximately 3–5 years of experience in IT support, desktop support, service desk, or a similar technical support environment.
• Demonstrated experience supporting Microsoft Windows environments.
• Hands-on experience troubleshooting and administering Microsoft 365.
• Working knowledge of Active Directory and Microsoft Entra ID.
• Experience with endpoint or mobile device management solutions.

Preferred Certifications

• CompTIA A
• CompTIA Network
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation
• Microsoft 365 Certified Fundamentals

Technical Environment

Experience with the following technologies and platforms is desirable:

• Windows 11
• Microsoft 365
• Active Directory
• Microsoft Entra ID / Azure Active Directory
• Microsoft Intune
• Windows Autopilot
• TCP/IP and basic networking concepts
• TeamViewer or comparable remote support solutions
• Atlassian Jira or comparable ITSM/ticketing platforms
• Pentagon ERP
• Lansweeper IT Asset Management