IT Support Specialist
$65,000–$70,000 year
On-siteMassey, Maryland, United States
Job Summary
Diagnose, troubleshoot, and resolve complex hardware, software, network, and application issues for end-user devices including desktops, laptops, mobile devices, and peripherals. Administer Level 1 and 2 support for incidents and service requests related to the Azure and Office 365 suite, including user administration, Active Directory, and servers. Identify and resolve network issues across LAN/WAN domains while developing standard operating procedures and baseline monitoring standards. Document troubleshooting steps, create knowledge base articles, and ensure proper escalation of unresolved issues following regulatory and security standards. Work remotely with occasional flexibility for on-site support at Maryland locations.
Required Qualifications
- Typically requires a BS or equivalent combination of education and related experience
- Solid understanding of IT service management and incident handling
- Strong troubleshooting and problem-solving skills
- Working knowledge of Windows, Android and macOS operating systems
- Entra ID, Active Directory and Group Policy, SSO
- Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- RMM and patching tools
- MDMs such as Intunes, JAMF
- POS systems
- Surveillance systems
- E-commerce platforms
- Application Support
- ISP and telecom management
- Ability to prioritize tasks and manage multiple issues simultaneously
- Excellent verbal and written communication skills
- Strong customer service orientation and attention to detail
- Working remotely with the occasional flexibility to offer on-site support to our Maryland locations
- 60-75% Traveling
- Stand Continuously 1–8 hours
- Walk Continuously 2–8 hours
- Balance Frequently 34–66%
- Bend Occasionally 1–33%
- Climb (2–6 ft) Occasionally 1–33%
- Crawl Occasionally 1–33%
- Crouch/Squat Occasionally 1–33%
- Kneel Occasionally 1–33%
- Reach (forward & overhead) Frequently 34–66%
- Twist (45 degrees at waist) Occasionally 1–33%
- Lifting/Carrying 0–10 lbs. Occasionally 1–33%
- Lifting/Carrying 11–25 lbs. Occasionally 1–33%
- Lifting/Carrying 26–50 lbs. Occasionally 1–33%
Desired Qualifications
- Focus on Azure and Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, AD, DC, Servers)
- Administrate and provides Level 1 and 2 support for incidents (problem/issues) or service requests related to Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, Azure, AD, DC, Servers)
- Identify and resolve network issues across network/voice domains
- Develop standard operating procedures and baseline network monitoring standards
- Support network transport (LAN / WAN), service delivery (Voice / Data / Collaboration)
- Identify and resolve system and OS-level issues within Vireo's IT environment
- Define and document best practices and strategies regarding application deployment and infrastructure maintenance
- Be familiar with documentation for assigned technology, configuration standards, and infrastructure architecture
- Participate in upgrade projects and installation activities for new hardware and software components
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