IT Support Specialist

We are seeking an IT Support Specialist to provide technical support in our Boise office of 700+ users. The ideal candidate will have strong hardware knowledge, including laptop memory replacement and processor troubleshooting, along with experience in warranty replacements. Proficiency in Microsoft Intune is essential, particularly in application packaging, device management, and onboarding through Autopilot. Candidates should also possess solid admin capabilities in Outlook within a 365 environment, encompassing mail trace, distribution list creation, and Exchange troubleshooting. A background in Azure administration, including MFA resets and group management, and on-prem Active Directory tasks such as user membership management is required. Basic PowerShell skills for investigative purposes and familiarity with Apple Business Manager and Jamf—specifically application packaging, device locking, and password resets—are also necessary.

This role demands strong troubleshooting abilities, excellent communication skills, and the capacity to thrive in a fast-paced environment

Required Technical skills:

• Provide technical support to a team of 700+ users in an office environment.
• Troubleshoot and perform hardware repairs, including laptop memory replacement, processor troubleshooting, and warranty replacements.
• Administer Microsoft Intune, including:
  • Packaging applications for deployment.
  • Managing hardware by wiping and locking devices.
  • Onboarding devices through Autopilot and manually adding them as needed.
• Support Microsoft Outlook within the 365 environment, which includes:
  • Mail trace investigations.
  • Building and managing distribution lists.
  • Troubleshooting Exchange-related issues.
• Administer Azure services, including:
  • Multi-Factor Authentication (MFA) resets.
  • Session resets for users.
  • Creation and management of user groups.
• Manage on-prem Active Directory tasks such as:
  • Group creation.
  • User membership management and permissions.
• Utilize basic PowerShell for investigative purposes, such as:
  • Retrieving IP addresses.
  • Locating DNS information.
  • Analyzing network connections.
• Administer Apple Business Manager and Jamf, including:
  • Packaging applications.
  • Locking devices.
• Resetting Jamf passwords.

Required Basic skills:

• Experience with networks, A/V equipment, and operating systems.
• Ability to lift 50 pounds safely.
• Self-motivated and Self-organized.
• Basic mechanical aptitude.
• Ability to troubleshoot first tier computer hardware and software issues.
• Excellent attention to detail and strong documentation skills. 
• Outstanding verbal and written communication skills. 
• Strong organizational and interpersonal skills.
• Exceptional problem-solving abilities.
• Collaborates well with other teams.

Responsibilities:

• Proven experience as an IT Support Specialist or similar role.
• Strong hardware knowledge, particularly with laptops, including memory and processor issues.
• Familiarity with Microsoft Intune in an administrative capacity.
• Proficient in Microsoft Outlook and Exchange within a 365 environment.
• Knowledge of Azure administration, including MFA and user group management.
• Experience with on-prem Active Directory administration.
• Basic PowerShell experience.
• Familiarity with Apple Business Manager and Jamf administrative tasks.
• Assembles workstations including mechanical standing desks.
• Unboxes and organizes inventory items.
• Receives and organizes inventory while maintaining inventory tracking system.
• Installs IT equipment inclusive of TVs.
• Provides third tier IT support to employees and business resolving moderate to complex problems and tickets as a member of the Help Desk Team.
• Responds to escalated employee issues and incidents in a proactive, timely fashion

Education & Experience:

• Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Support.
• 3+ years of relevant experience