Senior IT Support Specialist — AI-Enhanced End-User Expert

PGLS makes Inc.; Arlington (VA); On-site; USD 65,000 - 110,000; Full time

Job summary

Piedmont Global is seeking a Sr. IT Support Specialist to anchor daily IT operations at our Arlington, VA headquarters. You will own Tier 1 and 2 support for HQ and remote staff, administer Microsoft 365 and Entra ID, and manage the device fleet through Intune.

You’ll train colleagues, enable AI tools, and partner with security on daily hygiene and audits while delivering fast, clear, and compassionate service in a high‑trust, healthcare/government client environment.

Qualifications

• 4+ years in a dedicated help desk or desktop support role.
• Exceptional customer service and communication skills.
• Experience teaching or training end users.
• Hands-on AI tools experience (Copilot, Claude, ChatGPT, or similar).
• Direct administration of Microsoft 365, Entra ID, and Intune.
• PowerShell automation experience.
• Familiarity with ITSM ticketing tools (e.g., Jira Service Management, ServiceNow, Freshservice).

Responsibilities

• Deliver exceptional, customer-first IT support for HQ and remote staff via multiple channels.
• Design and deliver end-user training and onboarding sessions.
• Foster AI adoption by teaching colleagues to use AI tools effectively and safely.
• Administer Microsoft 365 and Entra ID user lifecycles, Exchange Online, Teams, and SharePoint/OneDrive permissions.
• Manage the device fleet in Intune across Windows and macOS, including deployment and compliance.
• Perform root-cause analysis and create knowledge base articles and training material.
• Collaborate with security on MFA, access resets, phishing triage, and audit support.

Skills

Customer service

Communication

End-user training

AI tooling usage

PowerShell automation

Microsoft 365 administration

Entra ID / Identity management

Intune / device management

Tools

Microsoft 365

Entra ID

Intune

PowerShell

Jira Service Management

ServiceNow

Freshservice

Job description

Piedmont Global is seeking a Sr. IT Support Specialist to anchor daily IT operations at our Arlington, VA headquarters. You will own Tier 1 and 2 support for HQ and remote staff, administer Microsoft 365 and Entra ID, and manage the device fleet through Intune.

You’ll train colleagues, enable AI tools, and partner with security on daily hygiene and audits while delivering fast, clear, and compassionate service in a high‑trust, healthcare/government client environment.