BS&A Job Description
Technical Support Specialist
About the Position
The Technical Support Specialist focuses on providing exceptional technical support and service to end-users within the organization, specializing in end-user computing technologies. You will troubleshoot and resolve technical issues related to desktop computing, mobile device management, and software applications. Collaboration with customers and internal staff is essential to deliver timely and effective solutions, ensuring smooth operations and minimal downtime.
Maintaining professional and courteous communication with users is critical. The role involves working in a structured, fast-paced environment where multitasking, adaptability, and problem-solving are essential. You will also collaborate with cross-functional teams to support the organization’s IT needs.
The role includes leveraging modern endpoint management tools like Azure Intune and Microsoft Entra for device management, security, and governance. Strong interpersonal and communication skills are vital as this is a customer-facing role.
Position Qualifications
Education
* An Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, along with 2+ years of professional experience. Candidates with a minimum of four (4) years of equivalent experience without a degree will also be considered.
* Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are preferred but not required.
* Other combinations of education and experience may be considered.
Experience
* Minimum of 2 years in technical support or help desk environments.
* Experience with Microsoft Windows, desktop applications, and hardware/software troubleshooting.
* Familiarity with Azure Intune, Microsoft Entra, Active Directory, ticketing systems (e.g., Jira, ServiceNow), and supporting Microsoft 365 applications.
* Understanding of security practices including MFA, encryption, and endpoint protection.
Essential Job Tasks
* Provide end-user support for desktop, laptop, and mobile devices, resolving hardware, software, and connectivity issues efficiently.
* Manage devices using Microsoft Intune and Microsoft Entra, including configuration and security compliance.
* Collaborate with teams to support IT needs and resolve complex issues.
* Communicate clearly with users, explaining technical concepts in understandable terms.
* Implement security measures such as MFA and encryption, and maintain documentation.
* Participate in on-call support and assist with emergency situations.
* Deploy and configure devices using Microsoft Autopilot, support SQL Server applications, troubleshoot MSDTC, DNS, and firewall configurations.
* Support server installations, migrations, and infrastructure upgrades, including RAID and hardware troubleshooting.
* Assist with Azure portal management, VPN configurations, Office 365 administration, and high-pressure situations.
Skills and Competencies
* Proficiency with Microsoft Intune and Entra management tools.
* Strong understanding of Windows OS, troubleshooting, and security principles.
* Excellent communication skills and problem-solving abilities.
* Experience supporting VDI, Citrix, AVD, and browser-based applications.
Other Requirements
* Background check required prior to hiring.
Knowledge, Skills, and Abilities
* Knowledge of endpoint management, security practices, Windows OS, networking, and SQL Server.
* Skills in device configuration, end-user support, and user access management.
* Ability to work effectively in a fast-paced environment, handle multiple tasks, and learn new technologies quickly.
Working Conditions
* Primarily indoor office environment; occasional outdoor work in varying temperatures.
* Availability for on-call support and emergency response.
* Lifting and carrying weights up to 50 lbs, with appropriate safety considerations.
Supervision: Reports to the Director of IT
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