IT Support & Operations Specialist

Roy Jorgensen Associates, Inc; Frederick (MD); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Vision & Dental

401(k) Retirement Plan

Vacation

Sick Leave

Holidays

Life Insurance

Long-Term Disability

Flexible Spending Accounts

Health Savings Accounts

Employee Assistance Plans

Job summary

Roy Jorgensen Associates, Inc. is seeking an IT Support & Operations Specialist to provide day-to-day end-user support across corporate, remote, and field locations.

The role handles Help Desk requests, device deployment, account access, MFA, and connectivity issues, while coordinating with IT staff, vendors, and MSPs. The role covers Microsoft 365, mobile devices, field applications, and asset lifecycle management, contributing to security, project deployments, and technology standards.

Qualifications

• End-user support experience
• Strong troubleshooting and communication skills
• Familiarity with Microsoft 365 and device management

Responsibilities

• Provide Tier 1 and 2 help desk support for laptops, desktops, mobile devices, printers, and common business applications.
• Troubleshoot hardware, software, email, login, MFA, and connectivity issues.
• Deliver remote support to corporate, field, and project locations and manage Help Desk tickets through resolution.
• Assist with onboarding/offboarding and equipment lifecycle coordination.
• Support field & business applications, and mobile device configurations and deployments.

Job description

IT SUPPORT & OPERATIONS SPECIALIST

Position Summary

The IT Support & Operations Specialist provides day-to-day technology support to RJA employees across corporate, remote, and field locations. The position serves as a primary point of contact for Help Desk requests and is responsible for end-user support, device deployment, account and application access, mobile-device support, technology purchasing, equipment lifecycle coordination, and first-line support for key business and field systems.

The role works closely with internal IT staff, vendors, carriers, and managed service providers to resolve technology issues quickly and appropriately escalated advanced technical issues.

Operating Environment

• ~1,300

  Employees

• ~30

  Corporate, field & project locations

• Several thousand

  Employee-generated support requests annually

Support is delivered primarily remotely and spans traditional end-user technology as well as Microsoft 365, mobile devices, business applications, fleet technology, and project-location technology. Ticket volume above refers to employee-generated requests requiring human review and excludes the substantially larger volume of automated alerts and informational system notifications.

Primary Responsibilities

End-User & Help Desk Support

• Provide Tier 1 and Tier 2 support for laptops, desktops, mobile devices, printers, scanners, peripherals, Microsoft 365, and common business applications.
• Troubleshoot hardware, software, email, login, account, permissions, MFA, Authenticator, and connectivity issues.
• Deliver remote support to employees in corporate offices, field offices, project locations, and home offices.
• Manage assigned Help Desk tickets through resolution, including documentation, prioritization, user communication, follow-up, and escalation.
• Identify recurring issues and help develop standard procedures or permanent solutions.

Microsoft 365 & User Access

Provide first-line support for Outlook and email, Microsoft Teams, SharePoint and OneDrive, Microsoft 365 applications, password resets and account access, MFA and Microsoft Authenticator, shared mailboxes and distribution groups, and basic user permissions and licensing. Escalate advanced Microsoft 365, Entra ID, or security administration issues to the appropriate technical resource.

Employee Onboarding & Offboarding

• Prepare and coordinate technology requirements for new employees, including accounts, email, MFA, software access, laptops, phones, and peripherals.
• Support employee transfers, name changes, equipment replacements, and role changes.
• Coordinate account and equipment requirements for employee separations, including recovery, reassignment, replacement, and tracking of company technology.

Field & Business Application Support

Provide first-line operational support for key RJA systems including Netradyne Driver-i / VLS, Geotab / MyGeotab, JDE, JAMMS, and mobile and field applications. Resolve common access, login, device, application, and basic configuration issues, coordinating with vendors or senior technical resources when deeper platform support is required.

Mobile Device Support

• Support company-owned smartphones and tablets, including activation, replacement, reassignment, email, MFA, and application setup.
• Support Microsoft Intune and Samsung Knox-enrolled devices.
• Troubleshoot basic carrier, SIM/eSIM, cellular-service, and mobile application issues and coordinate with wireless carriers and vendors as needed.

Equipment, Procurement & Asset Support

• Purchase approved IT hardware, mobile devices, peripherals, accessories, and related technology; obtain quotes and coordinate with approved vendors.
• Track orders, shipments, returns, replacements, warranties, equipment assignments, and lifecycle records.
• Maintain appropriate inventory and spare-equipment levels and prepare, stage, and coordinate equipment for deployment.

Field Office & Project Support

• Assist with technology preparation for new offices, field projects, and mobilizations.
• Coordinate laptops, phones, monitors, printers, scanners, peripherals, connectivity needs, and related equipment.
• Coordinate with field personnel, carriers, vendors, and other IT resources during project startup and deployment.

Connectivity & Security Support

• Troubleshoot basic internet, Wi-Fi, VPN, remote-access, and connectivity issues and determine when escalation to network, infrastructure, or MSP resources is required.
• Review and triage phishing reports, suspicious emails, security notifications, and automated technology alerts.
• Escalate potential cybersecurity incidents according to established procedures.

Role Boundaries

The IT Support & Operations Specialist is expected to troubleshoot broadly and resolve routine operational issues but is not the primary owner of advanced infrastructure engineering. Advanced responsibilities are escalated to the Systems Administrator, MSP, vendor, or other appropriate technical resource, including:

• Firewall administration and enterprise networking
• Azure architecture and server engineering
• Advanced Entra ID administration and cybersecurity engineering
• API development, automation, and enterprise systems integration

Overall Objective

Ensure RJA employees have reliable access to the devices, applications, accounts, connectivity, and field technologies needed to perform their work — while maintaining responsive Help Desk support, effective equipment lifecycle management, and consistent technology standards.

Total Compensation Package

Competitive base pay, annual profitability-based bonus, eligibility for referral bonus, recognition incentives, and extensive training opportunities.

• Health
• Vision & Dental insurance
• 401(k) Retirement Plan
• Vacation
• Sick Leave
• paid Holidays
• Life Insurance
• Long-Term Disability coverage
• Flexible Spending Accounts
• Health Savings Accounts
• Critical Illness coverage
• Employee Assistance Plans
• additional voluntary benefits

Company will conduct Background Check, MVR, and Controlled Substance testing prior to hire.

Roy Jorgensen Associates, Inc. is an Equal Opportunity Employer and is committed to diversity in our workforce. EOE/M/F/D/V

For more information about Roy Jorgensen Associates, please visit the company website.