As our new
Technical Support Specialist, you will play an important role on a team whose work is essential to achieving this goal.
RoleThe Technical Support Specialist provides advanced, in-person and remote support for end-user devices and workplace technologies, resolving incidents escalated from Tier 1 and fulfilling service requests in line with ITIL 4 best practices. The role focuses on Windows 11 endpoints, Microsoft 365, Azure AD/Microsoft Entra ID, and device management via Microsoft Intune/Endpoint Manager, with hands-on responsibilities for hardware break/fix, imaging, IMAC (installs/moves/adds/changes), and conference room/meeting tech.
Responsibilities:Incident & Request Handling
- Own and resolve L2 escalations for hardware, OS, application, and connectivity issues; document work and resolutions in the ITSM tool and escalate to L3/vendors when required.
- Restore normal service as quickly as possible and manage service requests per Service Desk practice (incident/request).
Endpoint & Device Management
- Image, enroll, and manage Windows devices using Microsoft Intune
- Handle app deployments, patching, compliance, and BitLocker.
- Support Onboarding, device re-imaging, and lifecycle tasks
- Maintain accurate device inventory and asset tags.
Platform & Productivity
- Troubleshoot Azure AD/Microsoft Entra ID sign-in, profiles, and access issues; perform password resets and basic account admin per policy.
- Support Microsoft 365 apps (Outlook, Teams, OneDrive, Office desktop), collaboration tools, printing, and basic AV/meeting room setups.
Deskside / Field Work
- Perform hardware break/fix on laptops, desktops, docks, and peripherals; coordinate OEM warranty repairs.
- Execute IMAC activities; manage asset recovery, tagging, and disposal following process.
- Provide occasional smart-hands support for local network/room equipment under guidance from L3 teams.
Knowledge, Quality & Continuous Improvement
- Maintain accurate ticket updates and knowledgebase articles; contribute to SLAs/KPIs and continual improvement.
- Apply ITIL® 4 service desk practice concepts (communication focus, user experience) in daily operations.
Working @ SLR With us, there is no doubt you'll grow your subject-matter expertise and industry knowledge. We care about investing in our employees for the long-run, and if you ask our team, they'll tell you that's just one of the many benefits of working here. We want to be a place where you can experience career growth and satisfaction for many years.
Here's what else you'll enjoy as part of our team: - Competitive total compensation package including medical, dental, orthodontia, vision, FSA/HSA, generous PTO accrual, 10 paid holidays, 401(k) retirement account with company matching program, company paid life insurance, short & long term disability insurance, and employee assistance program.
- The salary range for this position is $80,000.00 - $85,000.00. Final agreed upon compensation will be commensurate with individual education, professional designation, experience, internal parity, and location.
- Full-time, permanent role with opportunities for professional growth and advancement
Qualifications/Education/Memberships:- 2-4 years in desktop/deskside or Tier-2 support with proven L2 ticket ownership/resolution.
- Strong hands-on experience with Windows 10/11, hardware break/fix, imaging, and IMAC processes.
- Exposure to macOS.
- Working knowledge of Microsoft Intune/Endpoint Manager (enrollment, profiles, compliance, app deployment) and familiarity with SCCM/ConfigMgr.
- Experience supporting Azure AD/Microsoft Entra ID identities and Microsoft 365 apps (Teams/Outlook/Office).
- Practical understanding of network basics (LAN/Wi-Fi/VPN) for endpoint troubleshooting.
- Strong customer service, communication, and documentation skills; ability to work independently on site.
Preferred Qualifications:- ITIL® 4 Foundation/Practitioner (Service Desk practice familiarity).
- Microsoft certifications (e.g., MD-102/Modern Desktop, SC-900, or equivalent) and CompTIA A+/Network+.
- Experience with Windows Autopilot, BitLocker, and Endpoint security integrations via Intune.
Core Competencies- Advanced troubleshooting & root-cause analysis for endpoint issues in a multi-site environment.
- Service mindset aligned to ITIL® 4 (restore service quickly, great communications, accurate records).
- Asset discipline (receipt, tagging, inventory, disposal) and change/documentation hygiene.
