As part of this evolution, we are looking for a Jr IT Support Specialist who is eager to grow within the organization to be the first point of contact for end-user technical issues, supporting our Microsoft 365 and Azure-based environment. You will work alongside senior engineers, gain hands-on experience across infrastructure and cloud platforms, and play a key part in delivering reliable IT services across the organization.
What We Offer
- Ongoing training, mentorship, and internal development pathways
- A supportive, team-first environment focused on internal mobility and career progression.
End-User Support & Service Desk
- Serve as Tier 1/2 support for hardware, software, and connectivity issues via phone, email, chat, and walk-up. Triage, prioritize, and resolve tickets in the ITSM system (e.g. ServiceNow, Jira Service Management) within defined SLAs.
- Escalate complex or unresolved issues to senior engineers with clear documentation and context.
- Maintain accurate asset records and update knowledge base articles to reduce repeat incidents.
- Administer and troubleshoot Microsoft 365 services: Exchange Online, Teams, SharePoint, OneDrive, and Intune.
- Support user lifecycle management via Azure Active Directory / Entra ID — provisioning, access reviews, MFA enrollment, and assist with basic Azure resource monitoring and alerting using Azure Monitor and the Azure Portal.
- Deploy, image, and configure Windows endpoints using Intune/Autopilot or SCCM/MECM.
- Perform hardware diagnostics, component replacements, and peripheral setup.
- Support mobile device management (MDM) enrollment and policy compliance for iOS and Android devices.
- Troubleshoot LAN/WAN connectivity, VPN, DNS, and DHCP issues at a Tier 1/2 level. Assist with on-premise server environments (Windows Server 2016–2022) and virtualization platforms (VMware/Hyper-V).
- Support VOIP systems (e.g. Teams Phone, Cisco) and conference room AV equipment.
- Enforce IT security policies, including endpoint protection, patch compliance, and secure access practices. Participate in phishing simulation responses and end-user security awareness activities.
- Follow ITIL-aligned change and incident management processes.
- Contribute to IT projects such as hardware refresh cycles, software rollouts, and office infrastructure upgrades.
- Proactively identify recurring issues and propose process or tooling improvements.
- 1–3 years of IT support experience (helpdesk, desktop support, or internship equivalent).
- Hands-on experience with Windows 10/11 administration and Microsoft 365 (Exchange Online, Teams, SharePoint).
- Working knowledge of Active Directory / Azure AD (Entra ID), user and group management.
- Familiarity with TCP/IP networking fundamentals (DNS, DHCP, VPN, basic switching/routing concepts).
- Strong troubleshooting methodology and ability to communicate technical concepts to non-technical users.
- Experience with an ITSM or ticketing system (ServiceNow, Jira, Zendesk, or similar).
- Microsoft certifications: MS-900, AZ-900, MD-102 (Endpoint Administrator), or SC-900, and experience with CompTIA A , Network , or Security .
- Experience with endpoint management tools: Microsoft Intune, Autopilot, or SCCM/MECM.
- Exposure to PowerShell scripting for task automation and administration, as well as familiarity with ITIL v4 practices; ITIL Foundation certification is a plus.
Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field — or equivalent practical experience and certifications. Formal education is not required where demonstrated skills and relevant experience are present.
Diversity and Inclusion:
We are dedicated to fostering diversity, equity, and inclusion, beli
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