IT Support Specialist

SuperHero Fire Protection,LLC.; Lawrenceville (GA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

SuperHero Fire Protection, LLC. is seeking an IT Support Specialist to be the first point of contact for technology issues across our locations and manage day-to-day device and identity tasks. You will help office staff and field technicians in multiple states with minimal downtime.

You’ll triage requests, manage devices with Intune, administer M365/Entra ID, onboard/offboard users, and build automation to reduce repetitive work while troubleshooting endpoints and peripherals.

Qualifications

• 1–3 years in helpdesk, desktop support, or systems administration.
• Working knowledge of Microsoft 365 administration and Entra ID.
• Hands-on experience with Intune or a comparable endpoint management platform.
• Solid working knowledge of Windows 11.
• Ability to explain technical concepts clearly to non-technical users.
• Organized and disciplined about tickets; nothing gets lost.
• Reliable and self-directed, especially when working remotely.
• High school diploma or equivalent.

Responsibilities

• Serve as first response for support requests via ticketing system.
• Manage devices end-to-end through Intune for Windows and iPad endpoints.
• Administer Microsoft 365 and Entra ID: accounts, groups, licensing, access and security.
• Handle new hire and offboarding account setups and changes.
• Build automation to reduce repetitive manual work.
• Troubleshoot laptops, desktops, iPads, printers and peripherals.
• Provide remote and on-site user support across branches.
• Document fixes and expand the internal knowledge base.
• Escalate unresolved issues with sufficient detail.
• Take on project work as you grow.

Skills

Helpdesk

Desktop support

Systems administration

Education

High School Diploma or equivalent

Tools

Intune

Microsoft 365 administration

Entra ID

PowerShell

Job description

About the Role

SuperHero Fire Protection is looking for an IT Support Specialist to be the first point of contact for technology issues across our locations, and to own day-to-day device and identity management for the company. You'll support office staff and field technicians in multiple states — people who are usually in the middle of a job when something stops working, and who need it fixed without a lot of back and forth.

What You'll Do

• Serve as first response for support requests through our ticketing system, triaging by urgency and keeping users informed on status.
• Manage devices end to end through Intune — enrollment, configuration, compliance policies, app deployment, and updates across Windows endpoints and iPads.
• Administer Microsoft 365 and Entra ID: accounts, groups, licensing, access, and security settings.
• Handle account setup and access changes for new hires and departures, following established onboarding and offboarding procedures.
• Build and maintain automation that removes repetitive manual work from the team.
• Troubleshoot Windows laptops and desktops, iPads, printers, and peripherals.
• Support users across multiple branches remotely, and on-site as needed.
• Document fixes and build out our internal knowledge base so recurring issues get faster to resolve.
• Escalate what you can't resolve, with enough detail that the next person isn't starting over.
• Take on project work as you grow into it.

Requirements

What We’re Looking For

• 1–3 years in helpdesk, desktop support, or systems administration
• Working knowledge of Microsoft 365 administration and Entra ID
• Hands‑on experience with Intune or a comparable endpoint management platform
• Solid working knowledge of Windows 11
• Ability to explain technical things clearly to people who aren't technical, without condescension
• Organized and disciplined about tickets — nothing gets lost
• Reliable and self‑directed, particularly when working remotely
• High school diploma or equivalent

Nice to Have

• CompTIA A+, Microsoft 365 Fundamentals, or similar certification
• PowerShell or other scripting experience
• Windows Autopilot or Apple Business Manager experience
• Experience supporting multiple sites or a distributed workforce
• Background in construction, field services, or other industries that provide technical support to field technicians