IT Support Specialist

Responsibilities:

• Provide support across phone, email, chat, ticket portal, and deskside, serving as the escalation point for tickets unresolved by first-line support. Resolve incidents and service requests within established SLAs.
• Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; perform root-cause analysis on recurring issues to drive permanent fixes.
• Provision, image, and deploy Windows and macOS endpoints using Autopilot, Intune, and Kandji; support Android and iOS devices through MDM.
• Manage the full account lifecycle, including onboarding and offboarding, Entra ID accounts, security groups, licenses, device provisioning, password resets, MFA resets, and SSO/SCIM administration.
• Support Microsoft 365 (Exchange Online, SharePoint, OneDrive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom.
• Support conference room AV equipment and Zoom Rooms.
• Support endpoint security, including Microsoft Defender, CrowdStrike, BitLocker, FileVault, and device compliance. Triage phishing and malware alerts and participate in incident response, remediation, and vulnerability management.
• Troubleshoot LAN, Wi-Fi, VPN connectivity, and remote/hybrid access issues.
• Maintain hardware and software asset inventories and license entitlements throughout the device lifecycle, including procurement, deployment, refreshes, warranty repairs, RMAs, and vendor support.
• Create and maintain knowledge base articles, runbooks, standard operating procedures (SOPs), and technical documentation. Develop and deliver end-user training and new-hire IT orientation.
• Build and maintain automation scripts and workflows using PowerShell, Microsoft Graph API, and Power Automate to reduce manual work. Utilize AI-assisted support tools while validating recommended solutions before implementation.
• Serve as a subject matter expert in one or more technology domains (e.g., endpoint management, identity management, macOS) and mentor other IT technicians as needed.
• Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects.

Knowledge, Experience, Requirements:

• 4-6 years of IT support, helpdesk, or desktop experience, or a combination of education and experience.
• Windows desktop/laptop and macOS support (advanced); CompTIA A+ and Microsoft certifications preferred.
• Endpoint / MDM management - Intune and Kandji.
• Identity and Microsoft 365 administration - Entra ID, Exchange Online, and SharePoint Online.
• Security technologies - Microsoft 365 Defender and CrowdStrike (Rapid7 or similar a plus).
• Networking fundamentals - TCP/IP, DNS, DHCP, and VPN.
• ITSM / ticketing platform - Jira Service Management.
• Scripting and automation - proficient PowerShell (Microsoft Graph a plus).
• Certifications (preferred): CompTIA A+, Network+, Security+; Microsoft MD-102 (Endpoint Administrator) and MS-900 (Microsoft 365 Fundamentals); ITIL 4 Foundation; Apple ACSP/ACMT.
• Education: High school diploma or equivalent required; Bachelor's in Computer Information Systems, Management Information Systems, or Computer Science preferred.

Success Criteria:

• Creative and passionate about current technologies and continuous personal and team improvement.
• Deep sense of personal ownership and follow-through; works well with all types of personalities at all levels of the organization.
• Demonstrated ability to prioritize, troubleshoot, and resolve tickets within a defined SLA.
• Strong written and verbal communication in a professional environment; able to translate technical concepts for non-technical audiences.
• Customer-service orientation - patience and empathy with non-technical users; composure under pressure.
• Sound judgment and the ability to work independently with minimal supervision.
• Experience supporting a distributed/hybrid workforce preferred.
• Professionalism, discretion, and confidentiality when handling sensitive data and privileged access.
• Work ethic that aligns with Novara's core values: Put People & Customers First; Move with Pace, Purpose, & Innovation; Be Transparent; Focus on What Matters; and Own It.

Compensation:

Hourly Compensation Range of $31-$36

Annual Bonus Opportunity of 7.5%