IT Specialist

Job Description

Responsibilities

Support & Strategic Communication

• Proactive Triage: Serve as the primary point of contact across Slack, Jira, and Email. Ensure all support requests are accurately prioritized and organized within our ticketing system, maintaining a transparent flow of communication to keep the team and stakeholders informed.
• User Advocacy: Bridge the gap between technical complexity and user needs. Translate IT concepts (VPN, MFA, MDM) into clear, actionable guidance for non-technical staff.
• Knowledge Management: Own the creation and maintenance of internal and external knowledge base documentation to facilitate self-service and team continuity.

Identity & Device Lifecycle

• Lifecycle Operations: Lead employee onboarding and offboarding tasks, including account setup, hardware provisioning, and secondary support for tool configuration.
• MDM Ownership: Manage the full device lifecycle via Microsoft Intune (Autopilot) and Jamf Pro. Own the “Redeployment Readiness” process, including physical cleaning, labeling, and OS setup for both Windows and Mac.
• Identity & Access Management: Investigate and resolve user lifecycle issues within Microsoft Entra (Azure AD). Audit dynamic group rules and internal logic to diagnose why a user may be missing a specific license or application, focusing on maintaining the integrity of the existing environment.
• Endpoint Security: Participate in regular IT audit procedures, including conducting encryption and antivirus audits to ensure 100% fleet compliance.

Physical Infrastructure & Inventory

• Asset Management: Maintain inventory accuracy within our asset management solution AssetSonar. Manage the end-to-end shipping/receiving process and ensure all IT storage and workspace areas in the Columbus office remain organized, secure, and redeployment-ready.
• Facility & AV Tech: Manage on-site conference room technology (Zoom Rooms/Logitech Rally), digital displays, and office sound masking systems.
• Networking: Maintain the physical network closet, including cable patching, run testing, and troubleshooting of connectivity issues and VPN/ZTNA clients (Cisco AnyConnect, OpenVPN, Cloudflare WARP).

Operational Project Ownership

• Initiative Execution: Drive IT projects, including conference room hardware deployments, internal office moves/desk restacks, hardware refreshes, and procedure rollouts, from initial planning through final reporting.
• Strategic Execution: Manage project timelines and physical setup schedules (e.g., prepping 10 desks for a departmental move) while maintaining high-quality daily support & triage.
• Data-Backed Outcomes: Track project milestones, manage task prioritization against support volume, and communicate outcomes to leadership.

Requirements

Experience & Technical Skills

• Experience: 2+ years of experience in a similar help desk or technical support role, demonstrating a solid understanding of end-user support.
• OS Proficiency: Solid hands-on experience troubleshooting both Windows 11 and macOS.
• Windows Endpoint Management: Proficiency in managing the Windows device lifecycle via Microsoft Intune and Autopilot.
• Identity: Hands-on experience with Microsoft Entra (Azure AD) or other enterprise IDPs (Okta, Google) and MFA troubleshooting.
• Physical Logistics: Proven ability to manage physical inventory, shipping/receiving, and network cabling/patching.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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