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Position Overview

This role is responsible for delivering technical support and managing the full lifecycle of IT assets, user accounts, and endpoint systems throughout the organization. Collaborating closely with the Operations Team, the incumbent ensures smooth day-to-day IT operations for approximately 120 staff members across remote and office locations.

Key Responsibilities

Manage IT equipment and software assets by partnering with department heads on annual budgeting, purchasing, configuring, and maintaining all user hardware and software.
Maintain a comprehensive inventory of IT assets and collaborate with Finance to align expenses and inventory records.
Install, configure, and update software and manage Microsoft 365 services, including user account setup, mailbox and security group administration via Microsoft Entra ID.
Conduct routine hardware maintenance for desktops, laptops, and network devices; handle employee onboarding and offboarding processes including device provisioning and access management.
Provide technical support both remotely and onsite for user devices such as computers, mobile phones, and printers; respond to issues through multiple communication channels.
Offer training on using the IT support ticketing system and Microsoft 365 applications like Outlook, Teams, SharePoint, and OneDrive.
Promote security best practices, including software patching, antivirus updates, phishing awareness, and compliance with organizational IT policies.
Create, modify, deactivate user accounts, reset passwords, manage permissions, and support MFA setup and troubleshooting.
Collaborate with external IT vendors and contribute to technology projects and evaluations.
Document troubleshooting procedures and contribute to IT knowledge base maintenance.

Required Skills and Competencies

Strong troubleshooting aptitude for Windows OS and Microsoft 365 environments.
Comprehensive knowledge of Microsoft 365 platforms including Outlook, Teams, SharePoint, OneDrive, Exchange Online, and Entra ID.
Basic networking knowledge and experience handling connectivity issues.
Familiarity with endpoint device management tools such as Intune or equivalent MDM solutions.
Excellent problem-solving skills paired with the ability to explain technical concepts to non-technical users.
Efficient multitasking abilities to handle and prioritize multiple support requests.
Capacity to work independently with minimal supervision while cooperating across various departments.
Strong communication, interpersonal, organizational, and time management skills.
Willingness and ability to travel to multiple organizational sites as required.
Customer-centric approach focused on delivering quality IT support services.
Proactive mindset in identifying and recommending improvements for IT processes.

Education and Experience

Associate's degree in IT, Computer Science, or a related field preferred; equivalent experience also considered.
At least five years' experience in IT support, help desk, or customer-facing technical roles, including budget and asset management exposure.

Certifications (Preferred)

Microsoft 365 Certified: Modern Desktop Administrator Associate
CompTIA A+, Network+, or other relevant certifications

Physical & Environmental Requirements

Ability to communicate clearly and handle detailed observations.
Capacity to maintain stationary positions and operate office technology such as computers, copiers, and printers.
Capability to walk, stoop, kneel, crouch, and lift items weighing up to 50 pounds.
Exposure to moderate office noise levels during typical work activities.

Additional Information

This is a hybrid position requiring onsite presence at multiple organizational locations coupled with remote support responsibilities. The role does not include supervisory duties. The job description is subject to review and updates by the employer. Receipt and understanding of this description by the employee are acknowledged as part of the employment process.

IT Field Support Specialist

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