IT Support Administrator

Posting Type

Hybrid

Job Overview

The IT Support Specialist (Intermediate) provides more advanced troubleshooting and independently resolves a broad range of support tickets. This role acts as an escalation point for junior analysts, contributes to knowledge documentation, and supports process improvement initiatives.

Job Description and Requirements

Industry-Standard Responsibilities 

• Provide Tier 2 support for escalated incidents requiring deeper technical analysis. 

• Troubleshoot advanced desktop, network, and application issues across multiple platforms. 

• Independently resolve most assigned tickets without guidance. 

• Act as an escalation point for Tier 1 analysts. 

• Train and coach junior team members. 

• Support identity management tasks (Azure AD/Microsoft 365, IAM workflows, MFA troubleshooting). 

• Assist with endpoint management activities using MDM tools (Intune, JAMF, Autopilot). 

• Own major incident communication for incidents within scope. 

• Contribute to knowledge base improvements and documentation quality. 

• Participate in root-cause analysis for recurring issues. 

• Support deployment of enterprise hardware, software, and configuration baselines. 

• Collaborate with global IT teams to maintain consistent support standards. 

Minimum Qualifications 

• Associate degree or equivalent technical foundation. 

• 2+ years in technical support. 

• Strong proficiency with operating systems, hardware, and enterprise applications. 

• Experience supporting remote, hybrid, and global teams. 

• Ability to lift, carry and move equipment weighing up to 50lbs, with or without reasonable accommodation. 

Preferred Qualifications 

• Experience leading small projects or process improvements. 

• Certification such as M365 Fundamentals, Azure Fundamentals, JAMF, or ITIL v4. 

• Experience using automation or scripting tools. 

Documentations, Incident Management, Information Technology (IT) Services, IT Service Desk, Microsoft Office, Mobi Systems OfficeSuite, Network Troubleshooting, Service Level Agreement (SLA), Technical Support, Troubleshooting Software