Information Technology Support Specialist

SRG; Duarte (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

SRG in Duarte, CA is seeking an IT Support Specialist to provide hands-on support for Windows-based systems and Microsoft 365 across enterprise environments. You will manage user accounts, security groups, and access controls using Active Directory and Entra ID, configure MFA, and handle network-related issues with strong problem-solving and customer service skills.

The role involves Tier 1/2 incident resolution, end-user training, and collaboration with vendors for hardware and software

Qualifications

• 4+ years of IT support experience in enterprise environments.
• Strong knowledge of Windows and desktop support.
• Experience with Microsoft 365 and user account management.

Responsibilities

• Provide Tier 1 and 2 support for hardware, software, OS, and network issues via phone, email, remote, and onsite.
• Troubleshoot desktops, laptops, printers, mobile devices, and enterprise apps.
• Manage Microsoft 365 services, including Outlook, Teams, SharePoint, Word, Excel, PowerPoint.
• Administer user accounts, security groups, permissions in Active Directory and Entra ID.
• Configure MFA solutions and monitor/resolve tickets to meet SLAs.
• Support Windows 10/11 and macOS devices, ensure patch compliance.
• Assist with VPN, VDI, and remote access troubleshooting.
• Maintain TCP/IP network connectivity and performance, coordinate with vendors.

Skills

Windows support

Microsoft 365

Active Directory

Entra ID

Networking basics

Ticketing systems

End-user training

Tools

Entra ID

Group Policy

MS Teams admin

Job description

We are seeking a skilled and customer-focused IT Support Specialist to provide technical support and administration across enterprise environments. The ideal candidate will possess experience supporting Windows-based systems, Microsoft 365 technologies, user account administration, networking, and end-user troubleshooting. This role requires strong analytical problem-solving abilities, excellent communication skills, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for hardware, software, operating systems, and network-related issues through phone, email, remote, and onsite support.
• Troubleshoot and resolve incidents involving desktops, laptops, printers, mobile devices, peripherals, and enterprise applications.
• Administer and support Microsoft 365 services, including Outlook, Teams, SharePoint, Word, Excel, and PowerPoint.
• Manage user accounts, security groups, permissions, and access controls within Active Directory and Entra ID environments.
• Configure, deploy, and support multifactor authentication (MFA) solutions to enhance security and compliance.
• Monitor, prioritize, and resolve support requests using IT service management and ticketing systems while meeting service-level expectations.
• Support Windows 10/11 and macOS devices, ensuring system performance, security, and patch compliance.
• Assist with VPN, VDI, and remote access troubleshooting to ensure seamless connectivity for users.
• Support and maintain TCP/IP-based network infrastructure, including connectivity troubleshooting and performance optimization.
• Coordinate with vendors and service providers to resolve hardware failures, warranty issues, and service disruptions.
• Perform software installations, upgrades, patching, and system maintenance across endpoint devices.
• Participate in disaster recovery testing by validating application functionality and identifying system issues.
• Conduct root cause analysis on recurring technical issues and implement preventative solutions.
• Develop, maintain, and update technical documentation, knowledge base articles, and standard operating procedures.
• Provide end-user training and guidance to improve technology adoption and user productivity.

Required Skills & Qualifications

• 4+ years of IT support experience in enterprise or business environments.
• Strong knowledge of Microsoft Windows operating systems and desktop support.
• Experience supporting and administering Microsoft 365 environments.
• Hands-on experience with Active Directory, Entra ID, Group Policy, and user account management.
• Understanding of TCP/IP networking fundamentals, VPN technologies, and network troubleshooting.
• Experience managing hardware deployments, upgrades, and workstation configurations.
• Familiarity with ticketing systems and incident management processes.
• Ability to diagnose and resolve technical issues related to hardware, software, operating systems, and connectivity.