IT Support Specialist

Steven Winter Associates; United States; On-site; USD 65,000 - 75,000; Full time

Job summary

Steven Winter Associates seeks an IT Support Specialist to provide day-to-day technical support to employees in our New York City office. This role also supports staff in Norwalk, Washington DC, Somerville and remote employees.

You will be the first point of contact for IT issues, troubleshoot across hardware, software, networking and security, and ensure issues are resolved with a customer-centric approach. This is an onsite, full-time position with some travel.

Qualifications

• Associate or bachelors degree, technical certification or equivalent practical IT support experience with 12 years of related IT support or help desk experience

Responsibilities

• Serve as the first point of contact for IT support and troubleshoot hardware, software, mobile devices, OS, networking, printing, and internet access
• Own help desk requests through resolution, document solutions, escalate when needed and follow up
• Support employee lifecycle: onboarding, offboarding, account setup, deployment and recovery
• Configure, maintain and upgrade workstations, software, printers, and devices with vendors as needed
• Support Microsoft 365 environment including Entra ID, Intune, Exchange Online, Teams, OneDrive, SharePoint
• Maintain IT documentation and asset records including inventory and licensing
• Assist with IT security, respond to alerts, suspicious emails and malware detections with professionalism
• Identify recurring issues and suggest better documentation, automation and user training
• Evaluate hardware and software requests for business needs, licensing and cost
• Support IT projects like device refreshes, software rollouts, office moves and infrastructure upgrades

Skills

Windows 11

Microsoft 365

Help desk

Customer service

Troubleshooting

Security best practices

Education

Associate/Bachelor degree

Technical certification

Tools

Freshdesk

ServiceNow

Zendesk

Jira Service Management

Intune

Autopilot

Exchange Online

SharePoint

Teams

Job description

Work Authorization Applicants must currently be authorized to work in the United States on a full time basis Steven Winter Associates SWA does not sponsor employment based visas eg H 1B OPT etc for this position now or in the future

Why Steven Winter Associates

At SWA youre not just joining a company youre joining an employee owned team committed to making buildings healthier more sustainable and lower carbon Be part of a collaborative and supportive environment where your ideas matter Work on real projects seeing the impact of your work in the field and in communities Learn from experienced building science professionals

Why This Role Matters

Steven Winter Associates Inc SWA is seeking an IT Support Specialist to provide day to day technical support to employees in our New York City office In addition to supporting our NYC team this role will provide technical support to employees in our Norwalk CT Washington DC and Somerville MA offices as well as remote employees As the first point of contact for most technology support needs the IT Support Specialist will troubleshoot issues document and track requests elevate more complex problems as needed and follow through to ensure issues are resolved The ideal candidate is customer focused organized security conscious and comfortable working in a modern Microsoft 365 environment They should enjoy helping people be comfortable working independently and bring a practical solutions oriented approach to technical support

A Few Things to Know

This is a full time onsite position in our New York City office Monday through Friday
Some travel to our other offices may be needed from time to time
The proposed annual salary range for this position is 65000 75000 based on a 40 hour workweek
The final salary may vary depending on confirmed job related skills and experience Candidates meeting the minimum qualifications should expect compensation toward the lower end of the range Candidates with qualifications and experience beyond the requirements of the role may be considered for compensation above the posted range

Responsibilities

• Reasonable accommodation will be provided to enable individuals with disabilities to perform the essential functions
• Serve as the first point of contact for IT support troubleshooting hardware software mobile devices operating systems networking printing internet access and other day to day technology issues
• Own help desk requests through resolution providing first level troubleshooting documenting solutions escalating issues when needed and following up to ensure problems are resolved
• Support the employee technology lifecycle including onboarding and offboarding account setup equipment preparation configuration deployment and recovery
• Configure maintain and upgrade workstations software printers mobile devices and other technology coordinating with vendors and third party providers as needed
• Support our Microsoft 365 environment including Entra ID Intune Exchange Online Teams OneDrive SharePoint and other cloud based business applications
• Maintain accurate IT documentation and asset records including equipment inventory software licensing installation procedures and knowledge base resources
• Support day to day IT security and provide a high level of customer service assisting with security alerts suspicious emails malware detections blocked websites and other user reported concerns while working professionally and responsively with employees managers vendors and other stakeholders
• Additional Responsibilities Identify recurring support issues and opportunities to improve how we work including better documentation automation processes and user training
• Evaluate hardware and software requests with consideration for business needs supportability licensing security and cost
• Contribute to IT team discussions and planning sharing observations feedback and ideas for improving the employee technology experience
• Support IT projects and initiatives including device refreshes software rollouts office moves infrastructure upgrades and process improvements
• Help employees get the most out of our technology providing guidance on security practices file storage collaboration tools and effective use of company systems

Qualifications

• Associate or bachelors degree technical certification or equivalent practical IT support experience with 12 years of related IT support or help desk experience
• Experience supporting Windows 11 and Microsoft 365 including Outlook Teams OneDrive SharePoint Word Excel and PowerPoint
• Experience supporting users and devices in a Microsoft environment including Windows Server Active Directory and Microsoft Entra ID
• Basic understanding of networking including wired and wireless connectivity VPN DNS DHCP printers and shared network resources
• Strong troubleshooting and problem solving skills with the ability to diagnose issues methodically document findings prioritize multiple requests and elevate when appropriate
• Strong customer service and communication skills with the ability to work effectively with both technical and non technical users
• Curiosity and willingness to learn with the ability to adapt to new systems tools and processes

What will set you apart

• Experience supporting users in professional services architecture engineering consulting or similar business environment
• Relevant certifications such as CompTIA A Network Security or Google IT Support
• Experience with IT service management and endpoint support including ticketing platforms such as Freshdesk ServiceNow Zendesk or Jira Service Management as well as endpoint security tools such as Microsoft Defender for Endpoint Cisco Secure Endpoint or Cisco Umbrella
• Experience administering and supporting Microsoft 365 and endpoint management tools including Intune Autopilot Exchange Online SharePoint and Teams
• Experience supporting office and collaboration technology including conference room and Teams meeting technology printers scanners docking stations and mobile devices
• Familiarity with cybersecurity practices and tools including phishing investigation MFA password resets conditional access least privilege access and basic PowerShell
• Familiarity with Microsoft Copilot Microsoft 365 Copilot or other AI productivity tools particularly experience helping users adopt and make effective use of these tools

PHYSICAL REQUIRMENTS

While performing the duties of this job the employee is regularly required to sit The employee frequently is required to walk; use hands to finger handle or feel; reach with hands and arms; and talk or hear The employee is occasionally required to stand When in the field the employee must frequently lift or move objects up to 20 pounds; must be able to climb stairs and endure typical construction site conditions Specific vision abilities required by this job include close vision distance vision color vision and ability to adjust focus

TRAVEL REQUIREMENTS

May require occasional travel to the Norwalk CT Somerville MA and Washington DC offices up to 10 of the time

WORKING ENVIRONMENT

Recent hires will be required to work in office five days per week during onboarding This is an onsite position based in SWAs New York City office with an expectation of five days per week in the office Remote or hybrid work may be available in limited circumstances with management approval

EEO AND DIVERSITY EQUITY AND INCLUSION DEI

SWA is an Equal Opportunity Employer all qualified applicants will be afforded equal employment opportunities without discrimination because of race color religion sex including pregnancy gender identity and sexual orientation national origin age disability or marital status Diversity Equity and Inclusion DEI SWA is a workplace where we are aware of and welcoming of the ways in which we are all diverse as evidenced by a culture of listening and understanding We endeavor to create a workplace where people feel empowered to act; a safe place where they are open to discussing different views; ongoing education opportunities around diversity equity and inclusion; and to build a culture of belonging and accountability