IT Support Administrator

Description

The role is an intermediate IT Support Specialist position, hybrid, focused on more advanced troubleshooting and handling a wide range of support tickets on your own.

You will be the escalation point for junior analysts and help improve documentation and processes.

Responsibilities

• Handle Tier 2 escalations that need deeper technical analysis.
• Diagnose advanced desktop, network and application problems across several platforms.
• Resolve most of your assigned tickets without needing guidance.
• Take escalations from Tier 1 analysts.
• Train and coach junior team members.
• Support identity management work in Azure AD and Microsoft 365, including IAM workflows and MFA troubleshooting.
• Help run endpoint management through MDM tools such as Intune, JAMF and Autopilot.
• Lead communication during major incidents within your scope.
• Improve knowledge base articles and the quality of documentation.
• Take part in root-cause analysis for recurring issues.
• Help roll out enterprise hardware, software and configuration baselines.
• Work with global IT teams to keep support standards consistent.

Requirements

• An associate degree or an equivalent technical background.
• 2+ years in technical support.
• Strong skills with operating systems, hardware and enterprise applications.
• Experience supporting remote, hybrid and global teams.
• Experience leading small projects or process improvements is preferred.
• Certifications such as M365 Fundamentals, Azure Fundamentals, JAMF or ITIL v4 are preferred.
• Experience with automation or scripting tools is preferred.
• Skills listed: documentation, incident management, IT services, IT service desk, Microsoft Office, Mobi Systems OfficeSuite, network troubleshooting, service level agreements (SLA), technical support, troubleshooting software.

Conditions

The position is hybrid.

The expected salary range is $60,000 to $90,000.

The final offer depends on experience, skill set, qualifications and internal pay equity. Offers at the top of the range are not typical, so there is room for future salary growth in the role.

The company is committed to fair and equitable pay practices.

Benefits

• Total compensation includes a competitive base salary, an annual performance bonus and long-term incentives.