End-User IT Support Specialist

Vaco; Monroe (OH); On-site; USD 42,000 - 68,000; Full time

Job summary

Vaco is seeking an IT Support Analyst to provide frontline desk-side and remote IT support for US-based staff, with emphasis on Microsoft Entra ID administration and Exchange Online tasks. Based on a small IT team, this permanent role demands strong customer service, hands-on troubleshooting, and the ability to respond to incidents throughout the workday, aligning with standard US business hours.

The role includes onboarding and offboarding users, configuring devices, and collaborating with

Qualifications

• First point of contact for end user IT support requests via ticketing system, phone, or in person.
• Provide desk-side support for US-based employees with hardware, software, and connectivity issues.
• Manage Microsoft Entra ID user and group administration.
• Perform basic Exchange Online administration tasks (mailbox permissions, distribution lists, shared mailboxes).

Responsibilities

• Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person.
• Provide desk-side support to US-based employees with hardware, software, and connectivity issues.
• Provide remote support to end users in other regions via ticketing system, phone, or Teams.
• Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals.
• Manage user accounts, group memberships, and access in Microsoft Entra ID (Azure AD).
• Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox management.
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Onboard/offboard users, including provisioning, licensing, device setup, and access removal.
• Reset passwords, manage MFA enrollment, and assist with account lockouts.
• Set up and configure end user devices, including software installation and basic imaging.
• Escalate complex issues to senior IT staff or MSP as needed.
• Document common issues and resolutions in the knowledge base.

Skills

Azure AD

Exchange Online

Microsoft 365

Customer service

Troubleshooting

Networking basics

Incident response

User provisioning

Tools

Intune

Ticketing system

Teams

Job description

Vaco is seeking an IT Support Analyst to provide frontline desk-side and remote IT support for US-based staff, with emphasis on Microsoft Entra ID administration and Exchange Online tasks. Based on a small IT team, this permanent role demands strong customer service, hands-on troubleshooting, and the ability to respond to incidents throughout the workday, aligning with standard US business hours.

The role includes onboarding and offboarding users, configuring devices, and collaborating with