IT Support & Systems Specialist

Department: Information Technology

Reports To: Director of IT

Location: Dayton, OH Area

Employment Type: Full-Time | Hybrid

Position Summary

We are seeking an experienced, dependable and customer-focused IT Support & Systems Specialist to join our Information Technology team. In this role, you will be a go-to resource for end users across both on-site and remote locations, owning the full lifecycle of laptop deployments, managing day-to-day service requests, and providing hands-on troubleshooting that keeps our workforce running. You will also play a key role in helping with our Microsoft 365 environment, including Intune, Entra ID, Exchange Online, SharePoint, and Teams.

The right candidate delivers exceptional customer service in every interaction, understands that the end user always comes first, and brings their technical ability and communication skills to resolve issues with professionalism and urgency. This role goes beyond traditional support, you will take ownership of user issues, drive solutions to completion, and ensure a high-quality user experience, while supporting the broader administration of the Microsoft 365 environment.

Key Responsibilities

End User Support

• Serve as a primary point of contact for IT service requests, incidents, and technical issues submitted via the helpdesk ticketing system
• Provide timely, professional support to both on-site and remote employees, always maintaining a high standard of customer service
• Troubleshoot hardware, software, OS, and connectivity issues across Windows 11 and mobile environments
• Handle helpdesk tickets with clear communication and strong follow-through to full resolution
• Escalate complex issues when appropriate while maintaining end-to-end ownership of the user experience and ensuring continuity through resolution.

Laptop Deployment & Device Lifecycle

• Manage end-to-end laptop provisioning including imaging, configuration, enrollment, and delivery to end users
• Support device enrollment and management for laptops, Android, and iOS devices through Microsoft Intune / Autopilot
• Maintain accurate asset inventory and device tracking records
• Coordinate hardware refreshes, returns, and decommissioning in accordance with company procedures

Microsoft 365 Administration

• Support and assist with day-to-day administration across the Microsoft 365 platform including Intune, Entra ID, Exchange Online, SharePoint, and Microsoft Teams
• Manage user provisioning, offboarding, licensing assignments, and group/policy configurations
• Assist with Conditional Access policies, MFA enrollment, and security compliance tasks
• Support SharePoint site administration and Teams environment management as needed

Organization & Process

• Maintain organized documentation including standard operating procedures, knowledge base articles, and deployment checklists
• Prioritize and manage multiple open requests simultaneously without sacrificing quality or communication
• Identify recurring issues and proactively recommend process improvements or permanent fixes

Required Qualifications

• 2+ years of hands-on IT support experience in a corporate environment
• A positive, professional attitude and a collaborative, humble approach to supporting end users and working with peers
• Strong troubleshooting skills across Windows 11 and Microsoft 365
• Hands-on experience with Microsoft Intune, Entra ID, Exchange Online, Teams, and SharePoint
• Solid organizational skills with the ability to manage multiple deployments and open tickets concurrently
• Clear communicator who works effectively with non-technical users
• Motivated, resourceful and takes initiative, thinks critically through problems, and follows through with a strong sense of ownership and accountability

Preferred Qualifications

• Experience with Intune Autopilot v2 and modern device provisioning workflows
• Experience with Azure Active Directory / Entra ID environments
• Familiarity with SharePoint administration
• Experience working in regulated environments (e.g., GCC High) is a plus
• Exposure to ITSM platforms (e.g., Freshservice, ServiceNow, Jira)
• Experience supporting remote or distributed workforces

Why This Role

• High ownership, low bureaucracy – you’ll directly impact user productivity and IT operations
• Gain broad exposure to IT systems and workflows, with opportunities to shape how technology supports the business.
• Opportunity to take on broader systems responsibilities as you demonstrate impact and capability
• A collaborative team where your contributions are recognized and valued

Work Environment & Schedule

This is a hybrid position requiring regular on-site presence for device deployments, hands-on hardware support, and team collaboration. Remote work flexibility is available for ticket-based and administrative tasks. Availability outside regular business hours will be required as needed to support critical deployments or urgent IT issues.

What We Offer

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision
• Opportunities for professional development
• A collaborative team environment where your contributions are valued