The IT Support Specialist is an integral member of the Business Solutions & IT Team, responsible for managing the company’s IT device inventory and overseeing the provisioning, configuration, and recovery of Windows and Apple hardware. This role leads the technical onboarding of new employees, ensuring smooth setup and system access. Additionally, the IT Support Specialist acts as the main point of contact for employee support requests, troubleshooting hardware, software, and account issues to maintain uninterrupted business operations. The ideal candidate is a problem-solver who works well in a collaborative, fast-paced environment.
Duties & Responsibilities:
- Coordinate the issuance and return of IT resources to employees and during onboarding and offboarding.
- Administer, maintain, and optimize MDM solutions to manage Windows and Apple devices.
- Own and maintain the IT device inventory system, ensuring accurate tracking of all hardware and software assets.
- Execute device lifecycle processes-including procurement, deployment, maintenance, and asset recovery-in alignment with IT leadership guidance, while regularly auditing inventory and improving management procedures.
- Support the deployment, configuration, and ongoing management of Windows and Apple devices-including iPads and MacBooks-to ensure optimal performance and compliance with organizational standards.
- Ensure compliance with security policies and data privacy standards in asset management.
- Manages a backlog of requests from Jet Linx team members seeking technical assistance over the phone or email. Provides timely response to these support queries.
- Talks Jet Linx team members through basic problem-solving processes, providing accurate information on technical products and services.
- Performs remote troubleshooting through diagnostic techniques and pertinent questions to diagnose issues with computer software and hardware.
- Escalates unresolved issues to the next level of support.
- Verifies suggested solutions effectively resolve team members’ problems through verbal or email follow up.
- Pass on any feedback or suggestions to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Provides after-hours support as scheduled.
- Travels to base locations as needed.
- Regular and predictable on-site attendance.
- Demonstrates Jet Linx’s core values and “Supply the High” in all interactions.
- Performs other duties as assigned
Knowledge, Skills & Abilities:
- Demonstrated knowledge of the Microsoft 365 enterprise suite, including administration of productivity, collaboration, device management, and advanced security solutions designed for modern organizations.
- Proficiency with Windows desktop environments (Windows 10 and 11) and familiarity with Windows Server management.
- Working knowledge of Apple device management, including macOS and iOS (iPads and MacBooks), within enterprise environments.
- Awareness of cloud service providers, with a preference for experience or familiarity with Microsoft Azure.
- Strong troubleshooting abilities and critical thinking skills for diagnosing and resolving device and system issues.
- Ability to interpret and apply device security policies, compliance standards, and configuration best practices.
- Competency in managing device enrollment, configuration, and lifecycle tasks using tools like Microsoft Intune or other MDM solutions.
- Maintain confidentiality within work scope given projects could have impacts to all facets of the organization
- Ability to communicate effectively to understand the problem and explain its solution.
- Customer-oriented and patient in addressing team members in stressful situations.
- Operate office equipment as needed.
Education and Work Experience:
- Bachelor’s degree in computer science related field or equivalent work experience.
- 2–5 years of professional experience in an IT support or administration role, with demonstrated proficiency in managing Microsoft 365 business solutions.
- 1–2 years of hands-on experience administering a mobile device management (MDM) platform such as Microsoft Intune, Workspace ONE (AirWatch), JAMF, or a comparable solution is preferred.
- Microsoft certifications CompTIA A+ or equivalent are valued.
Physical Requirements:
- Majority of work is completed in a normal office work environment.
- Prolonged periods of sitting at a desk and working on a computer.
- Able to complete physical activities such as standing, sitting, walking, talking, and hearing to perform daily work functions.
- Able to lift 30 pounds or more, and push/pull carts if necessary.
