IT Support Specialist

Liberty Resources is seeking motivated IT Support Specialist to join our team.

About Us:

Liberty Resources is a dynamic and growing human services agency that is a great place to work! Working for Liberty Resources means you’ll have access to great career opportunities, benefits and a fun atmosphere. Our employees have passion around our values of excellence, integrity, diversity, self-determination, service, innovation and fiscal responsibility. Our rapid growth is providing exciting opportunities in all areas of our organization.

Essential Job Functions 

• Provide timely in-office and remote front-line support for Windows computers, printers, mobile devices, peripherals, wireless and network connectivity, email, collaboration tools, and other assigned technology. 
• Receive, triage, document, route, and resolve incidents and service requests in Freshservice; maintain accurate notes, ownership, follow-up, and user communication through closure. 
• Use ConnectWise ScreenConnect to provide secure remote troubleshooting, assistance, and end-user guidance; escalate issues involving the remote-support platform itself when appropriate. 
• Configure, deploy, replace, and troubleshoot desktops, laptops, network printers, mobile devices, headsets, and related peripherals for employees and new hires. 
• Support Windows 11 endpoint provisioning and lifecycle activities using Microsoft Intune and Windows Autopilot, including device enrollment, Company Portal, approved application deployment, compliance troubleshooting, device resets, and common provisioning issues; coordinate configuration, policy, or engineering changes with endpoint administrators. 
• Support Microsoft 365 applications and related workflows, including Outlook, Teams, SharePoint, OneDrive, Forms, Lists, Planner, Loop, and other collaboration and productivity tools. 
• Assist users with Microsoft Defender notifications and security prompts, gather relevant information, coordinate remediation, and escalate suspected threats or security incidents; this role does not own security operations. 
• Support KnowBe4 security awareness activities, including user questions, training assignments, phishing simulation follow-up, remedial training coordination, basic reporting assistance, and program documentation. 
• Provide user support for Webex Calling, including softphone and headset troubleshooting, voicemail and basic calling features, user guidance, and escalation of call-flow, carrier, or platform issues to the telecom or vendor owner. 
• Perform basic Meraki dashboard-informed triage and client connectivity troubleshooting for wired and wireless issues, documenting findings and escalating firewall, switch, or network configuration changes to network administrators. 
• Provide application support for Keri Systems Client and Axis Camera Station, including client software troubleshooting, approved access or permission assistance, user guidance, and coordination with system owners or vendors. 
• Provide first-line support for Singlewire InformaCast, including basic notification and endpoint troubleshooting, routine testing, documentation, user assistance, and escalation to system owners, network administrators, or vendors. 
• Support onboarding, offboarding, and approved identity and application access requests in a hybrid environment using on-premises Active Directory and Microsoft Entra ID. Recognize common account, group, authentication, multifactor authentication, device identity, and Entra Connect Sync symptoms; document findings and escalate directory, synchronization, or replication issues requiring administrative intervention. 
• Deliver courteous, clear, and security-conscious service; create and maintain knowledge articles, procedures, and user guidance; recognize issues outside the position's scope and escalate them promptly with complete troubleshooting notes. 

Qualifications 

• Associate degree or specialized technical training and/or two to three years of relevant help desk, desktop support, or application support experience; an equivalent combination of education and experience may be considered. 
• Strong technical aptitude and a practical, methodical approach to researching, troubleshooting, documenting, and resolving common user issues. 
• Experience supporting Windows 11, Microsoft 365, and common business applications in an end-user environment. 
• Working knowledge of Outlook, Teams, SharePoint, OneDrive, Forms, Lists, Planner, Loop, and related Microsoft 365 collaboration and workflow tools. 
• Experience with service-management practices such as incident triage, service requests, ticket documentation, knowledge articles, prioritization, and escalation; Freshservice experience is preferred. 
• Working knowledge of Microsoft Intune and Windows Autopilot, including enrollment, provisioning, application deployment, device compliance, Company Portal, device resets, and common endpoint troubleshooting processes, is preferred. 
• General understanding of hybrid identity concepts, including on-premises Active Directory, Microsoft Entra ID, synchronized accounts and groups, Microsoft Entra Connect Sync, authentication, multifactor authentication, and the relationship between local and cloud identities, is preferred. 
• Basic understanding of TCP/IP networking, including IP addressing, DNS, DHCP, default gateways, wired and wireless connectivity, VPNs, and common network services, with the ability to systematically troubleshoot a range of network connectivity issues and escalate infrastructure problems appropriately. Relevant networking certifications, such as CompTIA Network+ or Cisco CCNA, are preferred. 
• General understanding of virtualized infrastructure, preferably VMware vSphere and vCenter, with the ability to recognize common virtual-machine or host-related conditions, gather relevant diagnostic information, and escalate infrastructure issues appropriately. Relevant technical certifications or equivalent experience are preferred. 

Required Skills and Abilities 

• Excellent customer service, interpersonal, organizational, analytical, and troubleshooting skills. 
• Ability to communicate clearly and professionally with technical and non-technical users and to explain instructions in an easy-to-understand manner. 
• Ability to protect confidential and sensitive information and follow established security, access-control, change-management, and escalation procedures. 
• Ability to work independently within assigned responsibilities while collaborating effectively with IT staff, system owners, vendors, and business teams. 
• Ability to prioritize competing requests, maintain accurate documentation, recognize the limits of the role, and escalate issues appropriately. 
• Must possess a valid New York State driver's license, reliable transportation, and willingness to travel to organizational locations within approximately a two-hour radius of Syracuse, New York, as needed. 

Pay = $26.50-$28.75 per hour

Liberty Resources is committed to creating a diverse inclusive environment and is proud to be an equal opportunity employer. Liberty Resources offers equal employment opportunities to all persons without regard to race, color, ethnicity, religion, sex, sexual orientation, national origin, age, marital status, physical or mental disability, parental status, housing status, source of income or military status, in accordance with applicable federal, state and local EEO laws.