IT Support Specialist I (Tier 1 Help Desk / Systems Administration)

Consulting Solutions; Jacksonville (FL); On-site; USD 30,000 - 47,000; Full time

Job summary

Consulting Solutions is seeking an IT Support Specialist I to provide responsive front-line technical support for employees in our Jacksonville office. You will handle Tier 1 issues, perform routine endpoint administration, document solutions, and escalate complex incidents to System Engineers.

The role is onsite in Jacksonville, working Monday–Friday, 9:00am–6:00pm, supporting Windows 10/11, Microsoft 365, AD/Intune, and basic network troubleshooting.

Qualifications

• Associate degree in Information Technology or equivalent practical experience.
• 1-3 years of help desk, desktop support, technical support, or junior systems administration experience.
• Working knowledge of Windows 10/11, Microsoft 365 applications, and common business hardware and peripherals.
• Basic experience with Active Directory, Microsoft Entra ID, Microsoft Intune, or similar identity and endpoint management platforms.
• Foundational understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network troubleshooting.
• Ability to follow documented procedures, protect sensitive information, and recognize when an issue should be escalated.
• Strong customer service, communication, organization, documentation, and problem-solving skills.
• Ability to manage multiple tickets, set priorities, provide status updates, and follow issues through resolution.

Responsibilities

• Serve as the first point of contact for end-user technical support via service desk, phone, email, chat, and in-person requests.
• Triage, prioritize, document, and resolve Tier 1 incidents and service requests with timely user communication.
• Troubleshoot Windows 10/11, Microsoft 365, applications, printers, peripherals, and mobile device issues.
• Assist with basic Active Directory/Microsoft Entra ID tasks including password resets and group membership changes.
• Support onboarding/offboarding, workstation setup, and device provisioning per approved procedures.
• Perform routine endpoint administration in Microsoft Intune: device enrollment, app deployment, compliance checks, remediation.
• Provide basic network troubleshooting for wired/wireless, VPN, DNS, DHCP, guest access.
• Support security tools including MFA, endpoint protection, and Portnox NAC workflows.
• Escalate complex issues to System Engineer with proper notes and context.
• Follow escalation paths and document troubleshooting steps and business impact.
• Track assets, maintain inventory, and assist with hardware lifecycle tasks.
• Install, configure, patch, and maintain workstations, apps, and peripherals.
• Create/update knowledge base articles and SOPs; identify recurring issues for self-service improvements.
• Deliver professional, customer-focused support while protecting company information and adhering to IT/Security policies.

Skills

Windows 10/11

Microsoft 365

Active Directory

Microsoft Intune

Network troubleshooting

Customer service

Communication

Documentation

PowerShell

Education

Associate degree in IT or equivalent

Tools

PowerShell

Job description

We’re looking for an IT Support Specialist I to provide responsive front-line technical support for employees and serve as the first point of contact for day-to-day IT issues. This role will resolve common hardware, software, account, connectivity, and access requests; perform routine endpoint and systems administration; document solutions; and elevate more complex incidents to the System Engineers. By taking ownership of Tier 1 support and standard operational tasks, this position will help the engineering team focus on escalations, infrastructure projects, architecture, and continuous improvement.

This is an onsite role in our Jacksonville office working Monday - Friday, 9:00am to 6:00pm.

What You’ll Be Doing

• Serve as the first point of contact for end-user technical support through the IT service desk, phone, email, chat, and in-person requests
• Triage, prioritize, document, and resolve Tier 1 incidents and service requests while maintaining timely communication with users
• Troubleshoot common Windows 10/11, Microsoft 365, application, printer, peripheral, and mobile device issues
• Support basic account administration in Active Directory and Microsoft Entra ID, including password resets, account unlocks, group membership changes, and access requests
• Assist with employee onboarding, offboarding, workstation setup, equipment deployment, and account provisioning using approved procedures
• Perform routine endpoint administration in Microsoft Intune, including device enrollment, application deployment support, compliance checks, and basic remediation
• Provide basic network troubleshooting for wired, wireless, VPN, DNS, DHCP, and guest access issues
• Support approved security and access tools, including multi-factor authentication, endpoint protection, and Portnox network access workflows
• Escalate incidents that require elevated access, advanced troubleshooting, vendor engagement, security review, or infrastructure changes to the appropriate System Engineer
• Follow documented escalation paths and provide complete troubleshooting notes, business impact, error details, and steps already attempted
• Track IT assets, maintain inventory records, and assist with hardware lifecycle activities, loaner equipment, and replacement coordination
• Install, configure, patch, and maintain supported workstations, standard applications, and approved peripherals
• Create and maintain knowledge base articles, user guides, standard operating procedures, and troubleshooting documentation
• Identify recurring issues and recommend opportunities to improve self-service, documentation, automation, and support processes
• Deliver professional, customer-focused support while protecting company information and following IT and Security policies

What You’ll Need

• Associate degree in Information Technology, a related field, or equivalent practical experience
• 1-3 years of help desk, desktop support, technical support, or junior systems administration experience
• Working knowledge of Windows 10/11, Microsoft 365 applications, and common business hardware and peripherals
• Basic experience with Active Directory, Microsoft Entra ID, Microsoft Intune, or similar identity and endpoint management platforms
• Foundational understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network troubleshooting
• Ability to follow documented procedures, protect sensitive information, and recognize when an issue should be escalated
• Strong customer service, communication, organization, documentation, and problem-solving skills
• Ability to manage multiple tickets, set priorities, provide status updates, and follow issues through resolution
• Ability to work independently on routine tasks and collaborate effectively with System Engineers, Security, Infrastructure, and business teams

Nice to Have:

• CompTIA A+, Network+, Security+, Microsoft 365, Azure Fundamentals, or equivalent certification
• Experience with an IT service management or ticketing platform and knowledge base documentation
• Experience supporting Microsoft Intune, Microsoft Entra ID, endpoint security tools, or network access control solutions
• Experience supporting onboarding, offboarding, asset inventory, or device lifecycle processes
• Basic PowerShell knowledge or interest in developing scripting and automation skills

Consulting Solutions and its family of companies is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at: [e-mail]