Hybrid IT Support Specialist — Tier 2 & Endpoint Mgmt

Relativity; Illinois; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Relativity in the United States (Illinois hybrid) seeks an IT Support Specialist (Intermediate) to advance our IT services for a global user base. You will provide Tier 2 support, diagnose complex incidents, and act as escalation for Tier 1 analysts.

You will work with Windows, enterprise apps, and identity platforms (Azure AD, M365), contribute to knowledge documentation, and help improve support processes. Mentoring junior teammates and maintaining global support standards are part of the role.

Qualifications

• Associate degree or equivalent technical foundation.
• 2+ years in technical support.
• Strong proficiency with operating systems, hardware, and enterprise applications.
• Experience supporting remote, hybrid, and global teams.
• Ability to lift, carry and move equipment up to 50lbs.

Responsibilities

• Provide Tier 2 support for escalated incidents requiring deeper technical analysis.
• Troubleshoot advanced desktop, network, and application issues across multiple platforms.
• Independently resolve most assigned tickets without guidance.
• Act as an escalation point for Tier 1 analysts.
• Train and coach junior team members.
• Support identity management tasks (Azure AD/Microsoft 365, IAM workflows, MFA troubleshooting).
• Assist with endpoint management activities using MDM tools (Intune, JAMF, Autopilot).
• Own major incident communication for incidents within scope.
• Contribute to knowledge base improvements and documentation quality.
• Participate in root-cause analysis for recurring issues.

Skills

Technical support

Troubleshooting

Documentation

Communication

Education

Associate degree or equivalent technical foundation

Tools

Azure AD

Microsoft 365

Intune

JAMF

Autopilot

Job description

Relativity in the United States (Illinois hybrid) seeks an IT Support Specialist (Intermediate) to advance our IT services for a global user base. You will provide Tier 2 support, diagnose complex incidents, and act as escalation for Tier 1 analysts.

You will work with Windows, enterprise apps, and identity platforms (Azure AD, M365), contribute to knowledge documentation, and help improve support processes. Mentoring junior teammates and maintaining global support standards are part of the role.