Information Technology Support Specialist

Nelson Connects; Concord (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

Nelson Connects is seeking a skilled Help Desk Support Level 2/3 to join our IT team. You will administer AD, Azure AD, Microsoft 365, and hybrid/dedicated systems while supporting desktops, laptops, and mobile devices.

The role includes confidential executive-level support and collaboration with peers to maintain security and reliability. You will also assist with system monitoring, patch management, and documentation of SOPs.

Qualifications

• 7–10 years of IT support experience preferred.
• Working knowledge of Windows Server, Active Directory, Azure AD, and Microsoft 365.
• Familiarity with networking technologies, including firewalls, switches, and wireless access points.
• Professional certifications (CompTIA, Microsoft MCP/MCSE, Cisco, JAMF) are a plus.
• Employment is contingent upon a background check.

Responsibilities

• Administer Active Directory, EntraID AD, Microsoft 365, and Hyper-V (Newstar).
• Setup and troubleshoot desktops, laptops, mobile devices, and peripherals.
• Train users in desktop publishing, Microsoft Office, and Adobe Acrobat PDF’s.
• Provide operational support for enterprise systems (Office 365, SharePoint, OneDrive, InTune, Teams).
• Support security, printing, and video systems; monitor performance and apply patches.
• Document technical configurations and SOPs; setup audiovisual and conferencing equipment.
• Travel on-site to remote offices as needed (Reno, Las Vegas).

Skills

Windows Server

Active Directory

Azure AD

Microsoft 365

Networking

Troubleshooting

Communication

Tools

Verkada

Meraki

Axis

Sophos

Brivo

KIP

Job description

We are seeking a skilled and dedicated Help Desk Support Level 2/3 to join our dynamic IT team. The ideal candidate will be responsible for assisting with the administration, maintenance, and support of our IT infrastructure, ensuring optimal performance and security of systems. This role requires a deep understanding of various technologies and a commitment to delivering high-quality solutions in a fast-paced environment.

The role requires a hands-on, detail-oriented individual who can provide both system administration support and end-user assistance across a wide range of IT platforms and devices. The position includes direct support for executive leadership, including the owner and C-level officers, requiring the highest levels of personal integrity, discretion, and confidentiality. The individual will also be expected to function as a cooperative member of the IT department, assisting peers, following direction when necessary, and contributing to a team culture that prioritizes the success of the company above personal ego.

Duties include but are not limited to:

• Administer Active Directory, EntraID AD, Microsoft 365, and Hyper-V (Newstar).
• Setup and troubleshoot desktops, laptops, mobile devices (iPhones, iPads), and peripheral equipment.
• Help train users in desktop publishing solutions, Microsoft Office, Adobe Acrobat Pdf’s.

Operational Support for enterprise systems, including:

• Microsoft Office 365, Sharepoint, Onedrive, InTune, Teams.
• Physical Security & Access Control: Verkada (door access, cameras, alarms), Meraki Camera Security, Accessit, S2 NetBox, Axis, Brivo, Rhombus, Avigilon, Door King and Bosch alarm systems.
• Networking: Cisco Meraki firewalls, switches, access points, fiber modems, OOMA Devices.
• Video Security: Luxriot VMS, Meraki cameras, Axis VMS.
• Cybersecurity Solutions: Sophos MDR/XDR protection suite.
• Printing Solutions: Toshiba and Ricoh multifunction printers, KIP printing systems.
• Assist with monitoring system performance, applying security updates, and performing routine patch management.
• Resolve hardware, software, and connectivity issues in a timely manner.
• Document technical and configurations processes, and standard operating procedures (SOP’s).
• Set up and support televisions, projectors, audio/video equipment, and video conferencing systems.
• Support multimedia content creation for use on company websites and social media platforms.
• Repair/Upgrade Desktops/Laptops Hardware/Memory/Video Cards
• Travel as required to provide on-site IT support to remote offices and facilities as far as Reno or Las Vegas.

Qualifications:

• 7-10 years of experience in IT support, or related role preferred.
• Working knowledge of Windows Server, Active Directory, Azure AD, and Microsoft 365.
• Familiarity with networking technologies, including firewalls, switches, and wireless access points.
• Strong analytical and problem-solving skills with the ability to troubleshoot independently.
• Effective written and verbal communication skills; able to interact with both technical and non-technical staff.
• Employment is contingent upon successfully passing a background check in compliance with applicable state and federal laws.
• Professional certifications (CompTIA, Microsoft MCP, MCSE, Cisco, JAMF etc.) are a plus.
• Strong analytical skills with the ability to troubleshoot complex technical issues effectively.
• Excellent communication skills for collaboration with cross-functional teams. We invite qualified candidates who are passionate about technology and eager to contribute to our innovative projects to apply for this exciting opportunity as a Systems Administrator.
• Ability to maintain confidentiality and professionalism when working with sensitive information and executive leadership.
• Strong team-oriented mindset, with the ability to follow direction, support peers, and prioritize the best interests of the company above personal recognition.
• A positive personality with a YES can do attitude.
• Take responsibility and accountability when making a mistake vs making up excuses.
• Adhere to your IT leaders’ guidelines and escalation procedures.
• Self-starter, does not need to be micromanaged.