Information Technology Support Specialist

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 resolutionSLA 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 AssociateITIL 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 AutopilotTCP/IP and basic networking concepts Team Viewer or comparable remote support solutions Atlassian Jira or comparable ITSM/ticketing platforms Pentagon ERPLansweeper IT Asset Management