IT Support & Systems Specialist

SUMMARY: 

The IT Support & Systems Specialist provides Tier 2 support and day-to-day administration of SeneGence International's end-user devices, Microsoft 365 environment, and supporting systems. This role manages the full device lifecycle, maintains endpoint security and management platforms, performs network triage, and keeps systems clean and aligned with documentation through regular verification. This role requires the ability to successfully handle and execute assignments with minimal supervision. Strong verbal and written communication skills, as well as excellent interpersonal skills with a focus on delivering superior customer service, are essential for interacting with all levels of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to helpdesk tickets within established SLAs.
• Manage provisioning and lifecycle of workstations, printers, scanners, and other equipment as needed.
• Handle naming, asset records, enrollment, group/OU placement, re-provisioning, and retirement.
• Provide full Tier 2 endpoint management.
  • Manage inventory, procurement, patching, and onboarding/offboarding.
  • Manage security/EDR tools; review alerts and resolve where applicable.
• Perform network triage.
  • Read and interpret logs; report issues to Tier 1/Tier 0.
  • Make basic changes to network equipment, normalized across sites.
• Maintain and manage Microsoft 365.
  • Monitor Entra ID, Exchange, Teams, and SharePoint for issues and resolve as needed.
  • Create new services according to best practice.
• Maintain RMM/MDM platforms and understand complex RMM/MDM concepts and make changes where directed.
• Administer Apple Business Manager, including Apple Configurator setup.
• Maintain general platform hygiene.
  • Clean up Active Directory, Microsoft 365, and Google Workspace according to best practice.
  • Maintain the active device list in the EDR platform.
• Perform scheduled verification.
  • Run recurring state read-backs and reconcile against documentation.
  • Report drift and escalate findings that require a Tier 0 decision.
• Other duties as requested by business need.

QUALIFICATIONS REQUIRED FOR POSITION:

• Minimum 3-5 years of experience in an IT operations or IT helpdesk support role, handling Tier 1 and Tier 2 requests.
• Hands-on experience in configuring, installing, and supporting Microsoft Windows 10, Microsoft Office, Office 365, and Adobe Acrobat.
• Proficiency in troubleshooting basic PC hardware, software, and printer issues.
• Knowledge of PC connectivity issues, including IP address assignments, DNS, DHCP, and local firewall configurations.
• Familiarity with PC security solutions and applications, including antivirus software and PC-based firewall security policies.

QUALIFICATIONS DESIRED FOR POSITION:

• Additional certifications related to IT support and services are desired.
• Experience with Mac OS is a plus.
• Knowledge of mobile device management (MDM) solutions is a plus.
• Familiarity with cloud computing platforms is a plus.
• Understanding of ITIL processes and frameworks is a plus.
• Strong problem-solving skills.
• Excellent customer service and interpersonal skills.
• Azure knowledge is preferred.
• Networking knowledge is preferred.
• Server knowledge is preferred.
• VMware knowledge is preferred.

CERTIFICATES/LICENSES REQUIRED FOR ROLE:

• CompTIA A+ certification is preferred.
• Microsoft certifications are preferred.
• DRIVING ROLE: No

CERTIFICATES/LICENSES REQUIRED FOR ROLE:

• Possession of a valid state driver license (or ability to obtain one).