Information Technology Support Specialist

Addison Group; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Addison Group is hiring a Service Desk Support Specialist in Houston to provide Tier 2 technical support across end-user devices, enterprise apps, and hybrid infrastructure. You will troubleshoot Windows devices and support Microsoft 365, identity services, and VPN connectivity.

The role emphasizes strong customer service, documentation discipline, and collaboration with IT teams to ensure operational stability and continuous improvement.

Qualifications

• 2–4 years of experience in Tier 2 helpdesk, technical support, or junior systems administration roles
• Strong experience supporting Windows endpoints in an enterprise environment
• Working knowledge of Microsoft 365 and hybrid identity concepts
• Hands-on experience with Active Directory user and group management
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience using ticketing systems and documenting technical solutions
• Strong communication and customer service skills

Responsibilities

• Troubleshoot Windows desktop, laptop, and mobile device issues
• Support Microsoft 365 services incl. Outlook, Exchange Online, Teams, OneDrive, SharePoint
• Resolve identity/authentication issues (password resets, MFA, conditional access)
• Troubleshoot VPN, remote access, and hybrid connectivity issues
• Manage user accounts, security groups, and permissions
• Assist with Hybrid Azure AD Join and device registration issues
• Support administration and monitoring of Azure and Microsoft 365 services
• Monitor and support file/print services and backup/recovery jobs
• Apply patches and config changes following change management procedures
• Support virtualization platforms (Hyper-V) as needed
• Maintain system documentation and asset inventories

Skills

Troubleshooting Windows endpoints

Microsoft 365

Active Directory management

Networking fundamentals

Customer service

Team communication

Tools

PowerShell scripting

Intune

Azure AD Connect

Entra ID

Active Roles

Job description

The Service Desk Support Specialist is responsible for providing Tier 2 technical support across end-user devices, enterprise applications, and hybrid infrastructure. This role focuses on troubleshooting complex issues, supporting Microsoft 365 and identity services, and ensuring a high level of customer satisfaction while contributing to operational stability and continuous improvement.

Key Responsibilities

• Troubleshoot simple and complex Windows desktop, laptop, and mobile device issues
• Support Microsoft 365 services, including:
• Outlook and Exchange Online (mail flow, profiles, permissions)
• Microsoft Teams (calling, meetings, client issues)
• OneDrive and SharePoint Online (sync, access, permissions)
• Resolve identity and authentication issues (password resets, MFA, conditional access)
• Troubleshoot VPN, remote access, and hybrid connectivity issues
• Manage user accounts, security groups, and permissions in:
• Assist with Hybrid Azure AD Join and device registration issues
• Support administration and monitoring of:
• Azure and Microsoft 365 services
• Monitor and support:
• File and print services
• Backup and recovery jobs
• Apply patches, updates, and configuration changes following change management procedures
• Support virtualization platforms (Hyper-V) as needed
• Maintain system documentation and asset inventories

Required Qualifications

• 2–4 years of experience in Tier 2 helpdesk, technical support, or junior systems administration roles
• Strong experience supporting Windows endpoints in an enterprise environment
• Working knowledge of Microsoft 365 and hybrid identity concepts
• Hands‑on experience with Active Directory user and group management
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience using ticketing systems and documenting technical solutions
• Strong communication and customer service skills

Preferred Qualifications

• Experience with Microsoft Entra ID, Azure AD Connect, or Active Roles
• Exposure to Intune, Conditional Access, or device compliance policies
• PowerShell scripting for basic administration or troubleshooting

Core Competencies

• Strong troubleshooting and analytical skills
• Attention to detail and documentation discipline
• Professional communication with both technical and non‑technical users