IT Support Specialist

About Novara

Novara delivers safety and operational risk management software designed to help organizations detect and address potential incidents before they occur. Their Flex and Risk Management Center platforms unify data, enhance employee engagement, and promote proactive operational risk management. Novara integrates training, software, and tools to prioritize people and safety while safeguarding key operations.

Position Overview

As an integral member of the IT team, the IT Support Specialist provides comprehensive support for company-managed devices including Windows desktops and laptops, macOS systems, Android, and iOS devices, alongside vital applications and cloud services. This role is client-facing and responsible for resolving complex user issues spanning hardware, software, identity management, and endpoints, adhering strictly to Service Level Agreements (SLAs) and change management standards. The ideal candidate will demonstrate exceptional troubleshooting abilities, excellent communication, strong time-management skills, and a genuine commitment to delivering customer service.

Key Responsibilities

• Deliver assistance through phone, email, chat, ticketing system, and direct deskside support, resolving escalated cases not solved by first-tier support within SLA timelines.
• Manage ticket prioritization and routing, keep users regularly updated on progress, and conduct root cause investigations to implement permanent solutions.
• Prepare, image, and deploy Windows and macOS devices using Autopilot, Intune, and Kandji; administer Android and iOS device support via Mobile Device Management (MDM).
• Administer full account lifecycle processes including onboarding, offboarding, management of Entra ID accounts, security groups, licenses, password and MFA resets, and SSO/SCIM integrations.
• Support Microsoft 365 ecosystem including Exchange Online, SharePoint, OneDrive, permissions management, and collaborative platforms like Slack and Zoom.
• Maintain and support AV and Zoom Rooms conferencing equipment.
• Oversee endpoint security measures using Microsoft Defender, CrowdStrike, BitLocker, FileVault, and ensure compliance; investigate phishing and malware alerts and assist in incident response and vulnerability management.
• Troubleshoot networking issues involving LAN, Wi-Fi, VPN, and remote/hybrid connectivity.
• Maintain detailed records of hardware/software assets, licenses, procurement, repairs, and vendor support through the lifecycle.
• Create and update technical documentation including knowledge base articles, runbooks, and SOPs; conduct end-user training and new hire orientations.
• Develop automation scripts and workflows utilizing PowerShell, Microsoft Graph API, and Power Automate, incorporating AI-assisted tools cautiously to streamline manual tasks.
• Act as a subject matter expert in selected technical areas, mentor junior IT staff, and contribute to broader IT projects and system rollouts.

Qualifications and Skills

• 4 to 6 years’ experience in IT support, helpdesk, or desktop support roles, or equivalent education plus experience.
• Advanced support skills for Windows and macOS platforms; certifications such as CompTIA A+ and Microsoft credentials preferred.
• Experience managing endpoints and MDM solutions like Intune and Kandji.
• Knowledgeable in identity management and Microsoft 365 administration (Entra ID, Exchange Online, SharePoint Online).
• Familiarity with security tools including Microsoft 365 Defender and CrowdStrike; experience with Rapid7 or similar tools is a plus.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN.
• Experience with ITSM/ticketing systems such as Jira Service Management.
• Proficient in scripting and automation with PowerShell; additional skills with Microsoft Graph API are advantageous.
• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, MS-900, ITIL 4 Foundation, Apple ACSP/ACMT.
• Education requirement: High school diploma or equivalent minimum; bachelor’s degree in Computer Information Systems, Management Information Systems, or Computer Science is preferred.

Success Factors

• Innovative and passionate about evolving technologies and continuous development.
• Strong sense of ownership with ability to collaborate across all levels and personalities within the organization.
• Capable of effective prioritization and resolution of service tickets within SLA constraints.
• Excellent communication skills, able to translate technical details for non-technical users.
• Patient, empathetic, and composed customer service approach.
• Sound judgment and ability to operate independently.
• Experience supporting a hybrid or distributed workforce is preferable.
• Professional discretion when handling confidential information.
• Alignment with Novara’s core values emphasizing people-first, innovation, transparency, focus, and accountability.

Compensation and Benefits

This position offers an hourly wage between $31 and $36, plus an annual bonus opportunity of 7.5%. Novara provides a comprehensive benefits package including medical, dental, vision, flexible spending accounts, paid time off, paid and floating holidays, a 401(k) plan with company match and immediate vesting, company-funded life insurance, employee assistance programs, and no-cost mental health benefits.

Diversity and Inclusion

Novara is committed to fostering an inclusive and authentic workplace and encourages applicants from diverse backgrounds to apply, even if they do not meet every listed qualification. AI tools may be used during resume screening, but all hiring decisions involve human review. Equal opportunity employment is provided regardless of race, gender, religion, age, disability, veteran status, or other legally protected statuses.

Accommodation

Applicants requiring accommodations due to disabilities may contact HR to request assistance.