IT Support Specialist

Operating within a follow-the-sun support model, the IT Support Specialist plays a vital role in ensuring that incidents demanding deeper technical expertise are resolved swiftly and thoroughly.

As the team evolves, these levels may be formally separated, and this role is intended to grow with that progression.

Escalation Handling & Advanced Troubleshooting:

• Receive and manage escalated incidents from T1 analysts, ensuring issues are resolved with comprehensive documentation
• Troubleshoot complex endpoint issues for Windows 10/11 and macOS, addressing OS, driver, application, and performance challenges
• Diagnose and resolve advanced Microsoft 365 issues, including Exchange/Outlook mail flow, Teams configuration, SharePoint permissions, and OneDrive synchronization
• Investigate and resolve VPN, network connectivity, and remote access issues in collaboration with Network Engineering
• Address and escalate complex printer, peripheral, and conference room AV/technology issues to the Hardware team as needed

Identity & Access Management:

• Handle elevated IAM requests, including role-based access changes, group policy troubleshooting, and Okta/Entra ID configuration challenges
• Investigate and resolve failed provisioning or deprovisioning workflows
• Support multi-factor authentication enforcement, troubleshoot conditional access policies, and resolve SSO configuration issues
• Collaborate with the security team on access anomalies, privilege reviews, and identity-related security incidents

Endpoint & Systems Administration:

• Manage endpoint management platforms, including MDM/UEM policy configuration, compliance remediation, and enrollment troubleshooting
• Assist with software packaging, deployment troubleshooting, and ensure patch compliance
• Perform or coordinate device reimaging workflows for compromised, failed, or refreshed endpoints
• Provide near-sysadmin support for escalated issues involving Active Directory, Group Policy, DNS, and DHCP

T1 Enablement & Knowledge Management:

• Act as a technical resource and informal mentor to Service Desk Analysts (T1), offering guidance on complex or unusual issues
• Develop and maintain knowledge base articles, runbooks, and escalation procedures
• Identify recurring T1 escalation patterns and drive root cause resolution or enhance the knowledge base to minimize repeat escalations
• Participate in ticket queue reviews and quality assurance activities

• Serve as the primary liaison between the service desk and infrastructure, security, and business technology teams for complex escalations
• Coordinate with EUC & Asset Management on hardware-related escalations that require replacement, depot, or imaging support
• Participate in change management reviews for changes that may impact end users

• 3-6 years of experience in IT support, demonstrating advancement from T1 to escalation or advanced support roles
• Extensive hands-on experience troubleshooting Windows 10/11 and macOS in a corporate environment
• Strong working knowledge of M365 administration and troubleshooting, including Exchange, Teams, SharePoint, Intune/Entra ID
• Experience administering SSO/MFA platforms
• Familiarity with endpoint management platforms
• Working knowledge of Active Directory, Group Policy, DNS, and DHCP
• Experience with Jira Service Management or ServiceNow
• Excellent written and verbal English communication skills, with the capability to explain technical details to non-technical stakeholders

Preferred Qualifications:

• Familiarity with SASE/proxy solutions
• Exposure to AWS or Azure cloud environments at a support level
• ITIL Foundation certification or equivalent service management experience
• Microsoft certifications (MD-102, MS-102) or CompTIA Network+/Security+
• Experience supporting a globally distributed workforce within a follow-the-sun model

• Within 90 days: Independently handle most T2 escalations, become familiar with HealthEdge’s environment and tools, and contribute to knowledge base development.
• Within six months: Take ownership of T3-scope issues from start to finish, identify and resolve at least one recurring escalation pattern, and actively mentor T1 analysts through documentation and guidance.
• Within one year: Establish yourself as a recognized technical authority on the service desk team, with strong relationships across infrastructure, security, and business technology.

Skills

IT support,M365 Administration,Endpoint Management Platforms,DNS,DHCP,Jira service management,Windows 10/11,Intune