What are the responsibilities and job description for the IT Support Specialist position at Stability Technology?
Overview
The IT Support Specialist is responsible for delivering high-quality end user and executive-level support, workstation lifecycle management, and proactive maintenance across a hybrid Windows environment. This role serves as an escalation point for complex issues, driving timely resolution while ensuring exceptional customer experiences—particularly for C-suite and senior leadership. In addition, this position contributes to system enhancements, security initiatives, and operational improvements aligned with ITIL-based service delivery standards.
Responsibilities
- Provide Tier 2/3 support for hardware, software, O365 applications, and desktop services across on-site and remote workforce environments.
- Deliver white-glove, concierge-style IT support to executives and senior leadership, ensuring minimal downtime and a high-touch service experience.
- Support executive conference rooms, boardrooms, and collaboration technologies (Teams, Zoom, AV equipment, docking stations, wireless presentation tools).
- Perform on-demand, in-person support for leadership meetings, presentations, and critical business events.
- Administer and maintain Microsoft endpoints, including Group Policy, Azure Active Directory, and Intune MDM.
- Deploy, secure, and manage Windows operating systems and core productivity tools using modern deployment methodologies (Autopilot, imaging, scripting, etc.).
- Troubleshoot and support enterprise infrastructure components such as DHCP, DNS, TCP/IP networking, VPN access, and endpoint security tools.
- Maintain ServiceNow records across incidents, requests, changes, and CMDB items, ensuring accurate documentation and SLA adherence—especially for executive tickets.
- Support antivirus and antimalware protection, device encryption standards, and patch/upgrade cycles to maintain compliance and reduce risk.
- Act as a trusted technology partner by clearly explaining technical issues to non-technical users and executives.
- Participate in scheduled maintenance, technology rollouts, and continuous improvement initiatives that enhance end-user and executive experience.
- Mentor junior technicians and collaborate with infrastructure and engineering teams on escalations and service enhancements.
Key Knowledge, Skills & Abilities
- Strong knowledge of O365 administration and Dell/Microsoft hardware platforms
- Proven experience providing white-glove, executive and C-suite IT support
- Understanding of ITILv3 or related service delivery frameworks
- Proficiency with Microsoft Windows Server and Windows desktop OS, Group Policy, Azure AD, and Intune
- Experience with OS deployment, scripting, antivirus/antimalware, device encryption, and core systems infrastructure (DHCP, DNS, networking)
- Familiarity with ServiceNow, especially IT Service Management and IT Operations modules
- Ability to troubleshoot root causes and implement efficient, long-term solutions
- Exceptional customer service, communication, discretion, and professionalism when supporting senior leadership
- Skilled in articulating complex technical concepts in a clear, executive-friendly manner
- Demonstrated success working independently and within collaborative team environments
- Ability to multitask, remain calm under pressure, and manage competing operational and executive demands
- Self-starter capable of operating with minimal supervision while balancing support, maintenance, and project responsibilities