Technical Support Specialist

About the Position

Position Qualifications

Education

• An Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a closely related field is preferred, along with 2+ years of professional experience. Candidates with a minimum of four (4) years of equivalent professional experience, in lieu of a degree, will also be considered..
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are preferred but not required.
• Other combinations of education and experience may be considered in substitution for the minimum qualifications.

• Minimum of 2 years of experience in technical support or help desk environments.
• Experience with Microsoft Windows operating systems, desktop applications, and troubleshooting hardware/software issues.
• Familiarity with cloud-based tools such as Azure Intune for endpoint management.
• Basic understanding of security practices, including endpoint protection, encryption, and multi-factor authentication (MFA).
• Knowledge of Microsoft Entra for identity management and access governance.
• Experience with Active Directory for user and group management.
• Experience with ticketing systems (e.g., Jira, ServiceNow) for issue tracking and resolution.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

• (This is not an all-inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned.)

• Provide technical support to end-users for desktop, laptop, and mobile devices, ensuring efficient resolution of hardware, software, and connectivity issues.
• Manage and troubleshoot devices using Microsoft Intune, including configuration profiles, application deployment, and security compliance.
• Utilize Microsoft Entra for managing identity, access control, and security policies across devices and applications.
• Collaborate with cross-functional teams to support the organization’s IT needs, resolving complex technical issues as necessary.
• Communicate effectively with users to understand their needs, explain technical concepts, and provide solutions in a clear and user-friendly manner.
• Implement and maintain basic security measures, such as enforcing multi-factor authentication (MFA), encryption, and compliance with security protocols.
• Create and maintain documentation for troubleshooting steps, knowledge base articles, and procedures.
• Participate in on-call support rotation and assist with emergency situations as needed.
• Deploy and configure new devices using Microsoft Autopilot, ensuring proper setup and security compliance for end-users.
• Install and configure SQL Server applications, ensuring they function correctly on end-user systems.
• Install, Configure, and troubleshoot Microsoft Distributed Transaction Coordinator (MSDTC) for client applications, including firewall and DNS rules necessary for functionality.
• Troubleshoot DNS-related issues, such as name resolution and domain connectivity, across internal and customer networks.
• Configure and validate firewall rules for product installations and updates, including coordination with customer IT teams.
• Assist with server installations, migrations, and infrastructure upgrades, including RAID configuration and hardware troubleshooting in collaboration with internal teams.
• Support Azure portal for basic administrative tasks, including monitoring, identity troubleshooting, and resource access reviews.
• Configure and support VPN connections and site-to-site tunnels to enable secure remote installations and support sessions.
• Knowledge of Office 365 administration, including license management, mailboxes, and identity-related troubleshooting.
• Maintain composure in unfamiliar or high-pressure situations, ensuring users retain confidence in your ability to resolve their technical issues.
• Participate in an open, collaborative team environment, sharing ideas, knowledge, and working toward common goals to deliver exceptional customer service and effective solutions.

Skills and Competencies

• Proficiency in managing devices using Microsoft Intune and Microsoft Entra (formerly Azure AD).
• Independently perform on-site and remote product installations for new and existing customers, including all necessary software and network configurations.
• Strong understanding of Windows operating systems and desktop applications.
• Ability to troubleshoot a wide range of technical issues involving hardware, software, and networking.
• Basic knowledge of security principles and practices, including MFA, encryption, and endpoint protection.
• Excellent verbal and written communication skills to interact with non-technical users.
• Strong problem-solving skills and ability to work effectively in a fast-paced, dynamic environment.
• Experience with Microsoft Autopilot for automated device deployments and SQL Server installation and configuration.

Other requirements

• Prior to hiring, BS&A requires that all candidates pass a background review.

Knowledge, Skills, and Abilities

Knowledge of

• Endpoint management and security best practices, specifically with Microsoft Intune and Entra.
• Microsoft Windows operating systems and related desktop applications.
• Basic networking protocols and troubleshooting techniques.
• Security principles such as multi-factor authentication, encryption, and endpoint protection.
• SQL Server installation and configuration practices.

• Configuring and troubleshooting devices using Microsoft Intune and Microsoft Entra.
• Supporting end-user computing devices (desktops, laptops, mobile devices) and software applications.
• Communicating effectively with users and explaining technical solutions in simple terms.
• Managing user access and security policies using Microsoft Entra.
• Supporting Virtual Desktop Infrastructure (VDI), Citrix / AVD environments, and browser-based application deployments.

Ability to

• Work effectively in a fast-paced, structured environment, handling multiple tasks simultaneously.
• Resolve technical issues efficiently while maintaining a professional and courteous demeanor.
• Collaborate with internal development, quality assurance, and IT teams to validate environments and execute configuration changes during deployments or escalated support events.
• Learn and adapt to new technologies and procedures quickly.

Working Conditions

• Primarily Indoors office environment
• Rarely outdoors, in temperatures above 90 degrees or below 40 degrees
• Must be available for on-call rotation and to handle emergencies.
• Lifting floor to waist fifty (50) lbs
• Lifting waist to shoulder twenty-five (25) lbs
• Lifting shoulder to overhead twenty (20) lbs
• Carrying fifty (50) lbs for 10 feet
• Pushing/pulling fifty (50) lbs for 10 feet

Supervision

Reports to:  Director of IT