IT Support Technician

The Information Technology (IT) Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus. This role is responsible for Tier 2 escalation support, Microsoft Intune management for iOS/iPadOS and Windows devices, Windows Autopilot deployments, software packaging, hardware refresh activities, Microsoft 365 application support, and ServiceNow ticket management. The essential purpose of this role is to deliver efficient, trusted end-user experience through responsive technical support, clear documentation, and leveraging AI-assisted tools to streamline repetitive tasks and improve resolution times. 

The compensation for this position will be commensurate with education or work experience.
 

Responsibilities

What You'll Be Doing:

• Resolves and owns escalated Tier II enduser issues related to hardware, software, access, and connectivity, providing clear communication and maintaining ownership through resolution.
• Installs, configures, and troubleshoots desktops, laptops, printers, and mobile devices (iOS/Android) using deskside and remote support methods.
• Diagnoses and resolves advanced Windows 10/11 and macOS issues, including user profiles, system performance, connectivity, and application behavior.
• Diagnoses and resolves hardware and peripheral issues (monitors, docks, keyboards, mice, headsets, printers/scanners) and coordinates warranty repairs and replacements as needed.
• Supports employee onboarding and offboarding activities, including device provisioning, accessory issuance, system access validation, and return of equipment.
• Supports and maintains Microsoft Intune policies, configuration profiles, and compliance settings, troubleshooting device enrollment, policy application, and configuration issues for Windows and iOS/iPadOS devices. 
   

Qualifications

What We're Looking For:

• Associate’s or Bachelor’s degree in information technology, computer science, or a related field preferred; relevant certifications (CompTIA A+, ITIL Foundation, Microsoft 365 Certified) are a plus.
• 5+ years of experience in IT End User Services / Tier 2 support, including escalations and customer-facing troubleshooting. 

What You'll Need for Success:

• Advanced Windows 10/11 troubleshooting skills and working macOS support knowledge (profiles, connectivity, application support).
• Experience supporting Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) in an end-user environment.
• Identity and Access skills including Active Directory (on-prem) and Entra ID (Azure AD), group membership management, MFA troubleshooting, and familiarity with hybrid identity and hybrid-joined devices. 

If you feel you don’t have the experience listed above, but still think you are qualified for the job, we encourage you to apply for consideration.
 

What You'll Get In Return:

• Generous salary and bonus program(s)
• Low-cost Medical, Dental, and Vision insurance
• Retirement plan with employer matching contributions
• Attractive vacation programs
• Inclusive Group Life insurance
• Supportive Employee Assistance Program (EAP) that allows for covered behavioral health visits
• Rewarding employee referral program
• Valuable employee training program(s)

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