IT Support Specialist

Position Overview

The IT Support Specialist at Virginia Green plays a vital role in delivering comprehensive technical assistance to all associates. The role involves ensuring reliable, secure, and efficient functionality of technology systems, focusing on end-user support, system administration, incident handling, and ongoing IT service enhancement. Close collaboration with IT Manager, internal teams, and third-party vendors is essential to support Microsoft 365, device management, identity services, networking, and various business systems. The individual must demonstrate adaptability, problem-solving ability, and a customer-focused approach.

Major Duties

• Act as the primary IT contact, exemplifying excellent customer service principles.
• Provide timely, professional, and respectful technical support to employees.
• Communicate clearly, balancing technical precision with accessibility for users.
• Resolve hardware, software, and network issues both onsite and remotely via multiple communication channels.
• Maintain thorough documentation of all support interactions and resolutions to aid auditing and knowledge sharing.
• Deploy, configure, and oversee devices including laptops, desktops, mobiles, and peripherals using endpoint management tools like Intune and MDM solutions.
• Support Microsoft 365 applications (Exchange, Teams, SharePoint, OneDrive) and handle user identity with Microsoft Entra ID and Active Directory.
• Troubleshoot network connections including LAN, WAN, VPN, and Wi-Fi, and coordinate with vendors on firewall, ISP, and VoIP issues.
• Enforce IT security policies, assist with endpoint protection including antivirus, patching, and vulnerability management, and promptly report security concerns.
• Contribute to IT projects supporting system upgrades, rollouts, migrations, documentation, and deployment activities.
• Create and update technical documents, user guides, and knowledge base materials to enhance support efficiency.
• Manage vendor relations by opening, tracking, and following up on external support tickets to ensure prompt resolution.

Required Skills and Experience

• Demonstrated proficiency in troubleshooting across hardware, software, and user-related problems.
• Solid understanding and experience with Microsoft 365 administration and endpoint management platforms.
• Familiarity with identity management technologies such as Microsoft Entra ID, Active Directory, and hybrid IT environments.
• Competence with Windows, macOS, iOS, and Android operating systems.
• Basic knowledge of networking fundamentals including TCP/IP and firewall support.
• Experience with VoIP, video conferencing tools, VPNs, antivirus, and remote management utilities.
• Strong communication skills tailored to both technical and non-technical audiences.
• Customer service orientation, ownership of assigned tasks, and effective multitasking abilities.
• Problem-solving aptitude and eagerness to embrace new technologies and evolving challenges.

Educational Background and Employment History

A bachelor's degree in information technology or a related discipline, or equivalent hands-on experience is required. Previous roles in service desk, desktop support, or similar IT support capacities are advantageous.

Physical Requirements

• Comfortable sitting for prolonged periods and operating computers for extended durations.
• Capability to lift objects weighing up to 50 pounds.

Additional Information

Virginia Green champions a diverse and inclusive working environment. Employment opportunities are provided without discrimination based on race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic data, veteran status, disability, or any other protected classification.