Information Technology Support Specialist

Leeds Professional Resources; Millington (TN); Hybrid; USD 52,000 - 70,000; Full time

Job summary

Leeds Professional Resources in Millington, TN is seeking an IT Support Specialist to provide day-to-day technical assistance to employees across multiple offices. You will resolve end-user issues, manage user access, and support Microsoft environments. The role covers desktop and mobile devices, email, networks, and security initiatives.

You will log incidents in the ITSM system, assist with onboarding, and escalate complex problems as needed. A 3–5 year background in IT support is preferred.

Qualifications

• 3–5 years IT support experience in a technical environment.
• Experience supporting Windows environments and Microsoft 365.
• Knowledge of Active Directory and Microsoft Entra ID.
• Endpoint or mobile device management experience.
• Familiarity with IT service management systems.

Responsibilities

• Provide Tier 1 and 2 support for desktops, laptops, mobile devices, printers, and IT equipment.
• Resolve issues involving Windows, Microsoft 365, email, and networking.
• Support onsite and remote employees across multiple offices.
• Log and manage incidents in the ITSM system and prioritize workloads.
• Escalate complex issues to senior IT staff or vendors when needed.

Skills

Windows environments

Microsoft 365

Active Directory

Microsoft Entra ID

Endpoint management

IT service management

Education

Associate or bachelor's degree in Information Technology/CS

Related IT experience considered

Tools

Intune

Windows Autopilot

Lansweeper

TeamViewer

Job description

The IT Support Specialist provides day-to-day technical assistance to employees across multiple locations and work environments. This position is responsible for resolving end-user technology issues, managing user access, supporting Microsoft environments, maintaining endpoint devices, and assisting with broader IT and security initiatives.

Primary Responsibilities

• Deliver Tier 1 and Tier 2 technical support for workstations, laptops, mobile devices, printers, and other IT equipment.
• Investigate and resolve issues involving Windows, Microsoft 365, email, business applications, hardware, networking, and connectivity.
• Provide technical assistance to both onsite and remote employees across multiple offices or locations.
• Log, update, prioritize, and close incidents and service requests within the organization's IT service management system.
• Escalate complex or unresolved technical issues to senior IT personnel, engineering teams, or third-party vendors when appropriate.

Identity & Access Management

• Administer user accounts and security groups within Active Directory and Microsoft Entra ID (formerly Azure Active Directory).
• Handle password resets, account changes, permissions, group assignments, and access requests.
• Assist with employee onboarding, offboarding, and other identity lifecycle activities.
• Support multifactor authentication enrollment, configuration, and troubleshooting.
• Assist with Microsoft 365 account provisioning, licensing, and mailbox administration.
• Configure, deploy, maintain, and troubleshoot desktop and laptop computers.
• Assist with mobile and endpoint management activities.
• Utilize endpoint and asset management platforms such as Microsoft Intune, Windows Autopilot, and Lansweeper.
• Participate in computer replacements, technology refreshes, hardware rollouts, and equipment deployments.

Security & Compliance

• Follow established information security policies, procedures, and technical controls.
• Assist users with MFA and other security-related requirements.
• Support endpoint security initiatives and remediation of identified vulnerabilities.
• Identify and report suspected security incidents, vulnerabilities, or other potential risks to the appropriate IT personnel.

IT Projects & Operational Support

• Provide technical assistance during office relocations, expansions, and organizational onboarding activities.
• Assist with the evaluation, testing, deployment, and adoption of new hardware and software technologies.
• Contribute to IT process improvements and operational initiatives.
• Develop and maintain internal technical documentation, procedures, and knowledge base resources.

Performance Expectations

• First-contact/first-call resolution
• SLA adherence
• Ticket volume and backlog management
• Quality and completeness of ticket documentation
• Contributions to internal knowledge resources

Education & Professional Experience

• Associate or bachelor's degree in Information Technology, Computer Science, or a related discipline is preferred.
• Relevant professional experience may be considered in place of formal education.
• Approximately 3–5 years of experience in IT support, desktop support, service desk, or a similar technical support environment.
• Demonstrated experience supporting Microsoft Windows environments.
• Hands-on experience troubleshooting and administering Microsoft 365.
• Working knowledge of Active Directory and Microsoft Entra ID.
• Experience with endpoint or mobile device management solutions.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Technical Environment

Experience with the following technologies and platforms is desirable:

• Windows 11
• Microsoft 365
• Active Directory
• TCP/IP and basic networking concepts
• TeamViewer or comparable remote support solutions