Senior IT Support Specialist

Job Summary: 

We are seeking a Senior IT Support Specialist to provide technical support in our New York office of 75+ users. The ideal candidate will have strong hardware knowledge, including laptop memory replacement and processor troubleshooting, along with experience in warranty replacements. Proficiency in Microsoft Intune is essential, particularly in application packaging, device management, and onboarding through Autopilot. 

Candidates should also possess solid admin capabilities in Outlook within a 365 environment, encompassing mail trace, distribution list creation, and Exchange troubleshooting. A background in Azure administration, including MFA resets and group management, and on-prem Active Directory tasks such as user membership management is required. Basic PowerShell skills for investigative purposes and familiarity with Apple Business Manager and Jamf—specifically application packaging, device locking, and password resets—are also necessary. 

This role demands strong troubleshooting abilities, excellent communication skills, and the capacity to thrive in a fast-paced environment. 

Responsibilities: 

• Provide technical support to a team of 75+ users in an office environment. 

• Troubleshoot and perform hardware repairs, including laptop memory replacement, processor troubleshooting, and warranty replacements. 

• Administer Microsoft Intune, including: 

o Package applications for deployment. 

o Manage hardware by wiping and locking devices. 

o Onboard devices through Autopilot and manually adding them as needed. 

• Support Microsoft Outlook within the 365 environment, which includes: 

o Mail trace investigations. 

o Build and manage distribution lists. 

o Troubleshooting Exchange-related issues. 

• Administer Azure services, including: 

o Multi-Factor Authentication (MFA) resets. 

o Session resets for users. 

o Creation and management of user groups. 

• Manage on-prem Active Directory tasks such as: 

o Group creation. 

o User membership management and permissions. 

• Utilize basic PowerShell for investigative purposes, such as: 

o Retrieve IP addresses. 

o Locate DNS information. 

o Analyze network connections. 

• Administer Apple Business Manager and Jamf, including: 

o Package applications. 

o Lock devices. 

• Reset Jamf passwords. 

• Unbox and organize inventory items. 

• Receive and organize inventory while maintaining inventory tracking system. 

• Install IT equipment inclusive of TVs. 

• Provide third tier IT support to employees and business resolving moderate to complex problems and tickets as a member of the Help Desk Team. 

• Respond to escalated employee issues and incidents in a proactive, timely fashion. 

Requirements:

• 4+ years of relevant experience as an IT Support Specialist or a similar role. 

• Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Support.

• Strong hardware knowledge, particularly with laptops, including memory and processor issues. 

• Familiarity with Microsoft Intune in an administrative capacity. 

• Proficient in Microsoft Outlook and Exchange within a 365 environment. 

• Knowledge of Azure administration, including MFA and user group management. 

• Experience with on-prem Active Directory administration. 

• Basic PowerShell experience. 

• Familiarity with Apple Business Manager and Jamf administrative tasks. 

• Assemble workstations including mechanical standing desks. 

• Experience with networks, firewalls/security, and operating systems. 

• Ability to lift 50 pounds safely. 

• Self-motivated and Self-organized. 

• Ability to troubleshoot first tier computer hardware and software issues. 

• Excellent attention to detail and strong documentation skills. 

• Outstanding verbal and written communication skills. 

• Strong organizational and interpersonal skills. 

• Exceptional problem-solving abilities. 

• Collaborates well with other teams.