Position Summary

Essential Duties and Responsibilities

Technical Support and Service Delivery

• Serve as the escalation point for technical issues that cannot be resolved through standard help desk troubleshooting.
• Diagnose and resolve hardware, software, application, connectivity, authentication, printing, and peripheral issues.
• Support Windows workstations, laptops, mobile devices, conference room technology, and related equipment.
• Assist with employee onboarding, offboarding, workstation deployment, office moves, and technology replacements.
• Manage assigned incidents and service requests through resolution, provide timely updates, and document work in Zendesk or the organization’s designated IT service management platform.
• Identify recurring issues, recommend practical improvements, and help reduce preventable support requests.

Microsoft 365, Identity, and Endpoint Management

• Support and administer Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and related applications.
• Assist with user accounts, groups, licensing, permissions, multifactor authentication, and access-related issues in Microsoft Entra ID.
• Support Microsoft Intune device configuration, application deployment, security policies, updates, and endpoint management.
• Troubleshoot Microsoft 365 authentication, synchronization, profile, and connectivity issues.
• Follow established access management and security procedures when adding, changing, or removing user access.

Networking and Infrastructure

• Troubleshoot wired and wireless network connectivity across the organization.
• Support technologies including TCP/IP, DNS, DHCP, VLANs, routing, switching, Wi-Fi, and firewalls.
• Assist with switches, wireless access points, Internet circuits, network closets, UPS equipment, and related infrastructure.
• Monitor infrastructure availability and assist with resolving outages, service interruptions, and performance concerns.
• Coordinate with Internet, network, telecommunications, and managed-service vendors when escalation or onsite support is required.
• Maintain current network diagrams, configuration records, and infrastructure documentation.

Cybersecurity

• Support the organization’s cybersecurity program and established security practices.
• Assist with endpoint protection, endpoint detection and response, patching, vulnerability remediation, email security, access controls, and secure configuration management.
• Investigate suspicious emails, endpoint alerts, unusual authentication activity, and other potential security events.
• Assist with incident response, containment, documentation, recovery, and remediation in accordance with established procedures.
• Support phishing reporting, security awareness, and end-user education processes.
• Promptly escalate significant security events, suspected compromises, and material risks to the Director, IT Operations & Security.

Hardware, Printing, Telecommunications, and A/V

• Configure, deploy, maintain, and troubleshoot desktops, laptops, monitors, docking stations, printers, scanners, and peripherals.
• Support network and multifunction printers, print queues, drivers, and printing connectivity.
• Maintain IT equipment inventory and assist with hardware lifecycle planning, warranty repairs, and replacement.
• Support the organization’s hosted VoIP environment, including phones, extensions, call routing, voicemail, headsets, and connectivity.
• Support Microsoft Teams meetings and calling, conference rooms, displays, microphones, cameras, presentation systems, Teams Rooms, and other A/V technologies.
• Provide technical support for meetings and organizational events as needed.

Microsoft Dynamics 365 and Business Applications

• Provide basic technical and user support for Microsoft Dynamics 365 CRM and other business applications.
• Troubleshoot user access, security role assignments, permissions, browser or client issues, and common application problems.
• Assist with user administration and basic configuration within assigned responsibilities.
• Support integrations and workflows between Dynamics 365 and Microsoft 365 services.
• Assist with testing system changes, upgrades, and new functionality in development, test, and production environments.
• Coordinate with internal administrators, consultants, and vendors on complex CRM or Power Platform issues.

Documentation, Projects, and Continuous Improvement

• Maintain accurate documentation of systems, configurations, procedures, inventory, and troubleshooting steps.
• Create and update knowledge-base articles, standard operating procedures, and user instructions.
• Follow established incident, request, change, security, and escalation procedures.
• Assist with technology implementations, upgrades, migrations, and IT projects.

Required Qualifications

• Three or more years of hands-on IT support or systems administration experience, including responsibility for issues beyond basic help desk support.
• Strong troubleshooting skills across hardware, software, networking, identity, and cloud services.
• Working knowledge of Microsoft 365 administration and Microsoft Entra ID.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPNs, switches, and firewalls.
• Experience supporting Windows endpoints, common business applications, printers, peripherals, Internet connectivity, and office technology.
• Familiarity with cybersecurity concepts, including endpoint protection, EDR, phishing, patch management, access controls, vulnerability remediation, and incident response.
• Ability to work independently, maintain confidentiality, and recognize when escalation is appropriate.
• Strong customer service, communication, and documentation skills, including the ability to explain technical issues clearly to non-technical employees.

Preferred Qualifications

• Experience with Microsoft Intune or another endpoint management platform.
• Experience with Microsoft Dynamics 365, Dataverse, Power Platform a plus.
• Experience administering SharePoint Online, Microsoft Teams Phone, hosted VoIP services, or conference room A/V technology.
• Experience with firewall, switching, wireless networking, or infrastructure monitoring.
• Experience using an IT service management platform such as Zendesk.
• Experience supporting cybersecurity investigations, incident response, or remediation activities.
• Relevant certifications such as CompTIA A+, Network+, Security+

Core Competencies

• Technical troubleshooting and problem solving
• Ownership, accountability, and follow-through
• Customer service and clear communication
• Cybersecurity awareness
• Prioritization and time management
• Documentation and attention to detail
• Ability to work independently and collaboratively
• Vendor coordination and professional communication

Physical and Scheduling Requirements

• Ability to move, install, and support computers, monitors, printers, conference room equipment, and related technology, with reasonable accommodation as applicable.
• Ability to work onsite as required to support staff, infrastructure, meetings, and organizational events.
• Occasional after-hours work may be required for maintenance, upgrades, incident response, outages, or organizational events.