IT Support Specialist

Department: IT Ops

Employment Type: Full Time

Location: Headquarters

Description

Key Responsibilities

• Provide timely, effective help desk support to internal users, monitoring and responding promptly to requests received by phone, email, or messaging, and resolving tickets to the user’s satisfaction.
• Troubleshoot, diagnose, and resolve hardware, software, and connectivity issues documented through help desk tickets.
• Train end users on company hardware, software, and IT procedures, including new-hire orientation and guidance when tools change.
• Escalate out-of-scope issues to the IT Security Manager or appropriate IT Operations staff.

• Deploy, configure, and manage end-user workstations and company assets in accordance with established standards, including provisioning through Microsoft Intune.
• Manage the company mobile device fleet — enrollment, account and application configuration, carrier coordination, repairs, replacements, and collection at separation.
• Enforce mobile device compliance and security policies, including passcode, encryption, and remote wipe capability for company-owned devices.
• Create and maintain user accounts, access, and permissions; administer policies and settings through the Microsoft 365 Admin Center.
• Execute employee onboarding and offboarding end to end — account provisioning and deprovisioning, device issuance and collection, license assignment, and badge and access changes.

• Work on site each business day as the in-person point of contact for end-user and office technology needs.
• Receive and process inbound IT shipments; prepare outbound shipments, returns, repairs, and asset transfers.
• Maintain office printers, copiers, and peripherals, including supplies, routine servicing, and vendor coordination.
• Administer physical security systems — badge and access card issuance, door permissions, and camera and alarm monitoring.
• Maintain conference room technology and provide setup support for meetings and presentations.

• Create and maintain clear, accurate documentation for support procedures and configuration standards. Documentation quality is a core expectation of this role.
• Maintain accurate records of assets, tickets, and access changes so that work is traceable for audit and compliance purposes.

• Keep end-user workstations in compliance with company security standards — verifying that operating system and third-party application patches are applied on schedule, remediating assigned vulnerability findings and unapproved software, and reporting exceptions to the IT Security Manager.
• Perform security monitoring, auditing, and compliance activities in accordance with IT Operations procedures.
• Assist with IT projects and departmental initiatives.
• Understand and comply with all company Privacy and Security standards, including applicable HIPAA safeguards.

Skills, Knowledge and Expertise

• Minimum of 3 years of relevant experience in IT support or a similar role; HIPAA-regulated environment preferred.
• Strong hands-on experience with the Windows operating system and platform.
• Working knowledge of Entra ID (formerly Azure AD), Microsoft 365, and Group Policy.
• Working knowledge of endpoint patch management and vulnerability remediation on Windows workstations.
• Experience supporting mobile devices and mobile device management platforms.
• Experience with PowerShell for automating routine tasks.
• Basic firewall familiarity sufficient to configure and troubleshoot end-user VPN connections.
• Strong technical writing skills, able to produce procedures non-technical readers can follow.
• Excellent communication skills, with patience training and coaching non-technical users.
• Strong troubleshooting and problem-solving skills; detail-oriented and able to manage multiple priorities.
• Experience using approved AI tools to work efficiently on routine tasks, research, documentation, and troubleshooting, in accordance with company data handling standards.
• Discretion and professionalism when handling sensitive and confidential information.
• Ability to work on site daily and to lift and move IT equipment and shipments as needed.

Benefits

• Medical, Dental & Vision insurance
• 401(k) retirement savings with employer match
• Vacation and sick paid time off
• 7 paid holidays & 2 floating holidays
• Paid maternity/paternity leave
• Disability & Life insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Professional and career development initiatives
• Remote work eligible

• Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.