Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The IT Support Specialist provides Level 1 and Level 2 technical support in a Microsoft-centric environment, resolving service requests and delivering excellent customer service. This role requires a proactive, self-motivated individual with well-rounded technical expertise, particularly within the Microsoft ecosystem, who can interface directly with colleagues to address support needs, onboarding, and troubleshooting.

Responsibilities

Provide L1 and L2 technical support for systems, applications, and user issues.
Respond to and resolve service requests across multiple business areas with urgency and consistency.
Troubleshoot and resolve issues independently using established documentation and best practices.
Troubleshoot and support a wide range of software applications, diagnosing user issues and identifying effective resolutions.
Escalate complex issues when required with clear, detailed documentation.
Document incidents, resolutions, and follow-up actions in the ticketing system.
Coordinate handoff of issues to and from our managed service provider as appropriate.
Configure and deploy laptops and desktops for end users.
Perform basic troubleshooting and support for endpoint hardware.
Set up and support laptops and IT accessories (docking stations, monitors, peripherals, etc.).
Ensure devices are properly configured within the Microsoft environment (M365, Intune, etc.).
Support onboarding/offboarding by preparing and reclaiming equipment.
Contribute to and improve knowledge base articles and technical documentation.
Communicate technical information clearly to both technical and non-technical users.
Participate in projects, system improvements, and operational initiatives.
Meet assigned deadlines and provide occasional after-hours support for scheduled deployments, office openings, system maintenance, or urgent operational needs.
Have the ability to travel to other SMC offices as required (less than 5% travel).
Maintain excellent organizational skills, with the ability to manage multiple tasks simultaneously.

Requirements

Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of technical training, industry certifications, internships, and relevant hands-on experience.
Approximately 2–4 years of experience in help desk, desktop support, systems support, or a similar technical support role is preferred.
Hands-on experience supporting users in Microsoft 365 and SharePoint environments is required; experience performing routine administrative tasks within these platforms is preferred.
Working knowledge of Microsoft-based environments such as Entra ID, M365, Exchange Online, and Teams.
Experience with incident and request management processes.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication and customer service skills.
Ability to work independently, manage time effectively, and stay organized.
Self-motivated learner with the ability to continuously build technical knowledge.
Ability to follow procedures while also thinking critically and adapting as needed.
Team-oriented mindset with willingness to collaborate, share knowledge, and assist colleagues.

Skills

Microsoft 365
SharePoint
Entra ID
Exchange Online
Teams
Incident management
Request management
Troubleshooting
Analytical skills
Problem-solving skills
Communication skills
Customer service skills
Time management
Organization
Egnyte
Microsoft Intune
Power Automate
Microsoft automation tools
Networking
Security
Microsoft administration
PowerShell
Scripting
Microsoft Graph

Work Type

Hybrid

Experience Level

2-4 years of experience preferred

Education Level

Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent combination of training, certifications, internships, and experience.

Salary/Compensations

$60,000-75,000

Benefits

36-hour standard work week
100% coverage of employee medical, dental, and vision insurance premiums
Reimbursement of approved professional certifications and continuing education costs
Spouse and dependent insurance premiums are subsidized
Employer-sponsored life and long-term disability insurance
Participation in 401(k) plan with annual safe harbor contribution
13 paid holidays

About the Company

Strategic Mission Critical (SMC) engineers data centers with precision and expertise, focusing solely on mission-critical facilities.
Our seasoned leadership team brings decades of experience, equipping data center providers worldwide with robust, reliable solutions.
SMC leads through technical rigor and operational excellence, meeting the accelerating demand for high-performance infrastructure fueled by AI and the expanding digital landscape.
We seek talented professionals who take ownership, continuously improve operations, and contribute positively to teams.

Equal Opportunity

We are 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.