IT Support Specialist

Engineering data centers with precision and expertise.  

At Strategic Mission Critical, we are more than just engineers; we are experts focusing solely on mission critical facilities. Our seasoned leadership team brings together decades of experience, equipping data center providers worldwide with robust, reliable solutions that keep pace with the evolving digital landscape. 

As demand for high-performance infrastructure accelerates - fueled by AI and the expanding digital landscape - SMC continues to grow through technical rigor and operational excellence. We’re seeking talented professionals who take ownership of their work, continuously improve how we operate, and contribute positively to the people and teams they support. 

Position Opening: 

SMC is actively looking for an IT Support Specialist to assist our growing IT department as it supports a nationwide workforce of technical professionals.

The Support Specialist provides Level 1 and Level 2 technical support across a Microsoft-centric environment, resolving a wide range of service requests while delivering excellent customer service. This role requires a proactive, self-motivated individual who is developing or already demonstrates well-rounded technical expertise, particularly within the Microsoft ecosystem.

The ideal candidate is comfortable operating as part of a larger IT team and interfacing directly with colleagues from other departments to address their support needs, onboarding, and troubleshooting.

Responsibilities: 

The IT Support Specialist will provide frontline technical support to SMC employees and assist the IT Director and broader IT team with administrative and operational tasks. The successful candidate will communicate effectively with technical and non-technical colleagues, manage multiple priorities, and provide responsive, reliable support across the organization.

Responsibilities include but are not limited to:

• Provide L1 and L2 technical support for systems, applications, and user issues.
• Respond to and resolve service requests across multiple business areas with urgency and consistency.
• Troubleshoot and resolve issues independently using established documentation and best practices.
• Troubleshoot and support a wide range of software applications, diagnosing user issues and identifying effective resolutions.
• Escalate complex issues when required with clear, detailed documentation.
• Document incidents, resolutions, and follow-up actions in the ticketing system.
• Coordinate handoff of issues to and from our managed service provider as appropriate.
• Configure and deploy laptops and desktops for end users.
• Perform basic troubleshooting and support for endpoint hardware.
• Set up and support laptops and IT accessories (docking stations, monitors, peripherals, etc.).
• Ensure devices are properly configured within the Microsoft environment (M365, Intune, etc.).
• Support onboarding/offboarding by preparing and reclaiming equipment.
• Contribute to and improve knowledge base articles and technical documentation.
• Communicate technical information clearly to both technical and non-technical users.
• Participate in projects, system improvements, and operational initiatives.
• Meet assigned deadlines and provide occasional after-hours support for scheduled deployments, office openings, system maintenance, or urgent operational needs.
• Have the ability to travel to other SMC offices as required (less than 5% travel).
• Maintain excellent organizational skills, with the ability to manage multiple tasks simultaneously. 

Qualifications: 

• Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of technical training, industry certifications, internships, and relevant hands-on experience. Approximately 2–4 years of experience in help desk, desktop support, systems support, or a similar technical support role is preferred.
• Hands-on experience supporting users in Microsoft 365 and SharePoint environments is required; experience performing routine administrative tasks within these platforms is preferred.
• Working knowledge of Microsoft-based environments such as Entra ID, M365, Exchange Online, and Teams.
• Experience with incident and request management processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently, manage time effectively, and stay organized.
• Self-motivated learner with the ability to continuously build technical knowledge.
• Ability to follow procedures while also thinking critically and adapting as needed.
• Team-oriented mindset with willingness to collaborate, share knowledge, and assist colleagues.
• Familiarity with Egnyte is a plus.
• Familiarity with Microsoft Intune is a plus.
• Familiarity with Power Automate and Microsoft automation tools is a plus.
• Well-rounded technical background is a plus, including experience in:
• Networking
• Security
• Microsoft administration
• PowerShell / scripting experience, ideally with Microsoft Graph

Compensation: 

Base Compensation: $60,000-75,000 (Actual compensation is subject to variation due to factors such as education, experience, skills and/or location)

SMC offers a competitive benefits package, with a 36-hour standard work week, hybrid working arrangement, 13 paid holidays, 100% coverage of employee medical, dental, and vision insurance premiums for our full-time employees, and reimbursement of approved professional certifications and continuing education costs. Spouse and dependent insurance premiums are subsidized by SMC. All full-time employees are additionally eligible for employer-sponsored life and long-term disability insurance as well as participation in our 401(k) plan, with annual safe harbor contribution.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.