Position Summary
The IT Support Specialist is responsible for providing exceptional customer service to our internal colleagues and our external partners, clients, and vendors; supporting the internal helpdesk, office operations, and business processes; and enhancing our internal support through excellent communication, documentation, and problem-solving skills.
This role will be hybrid in Knoxville, TN with a minimum of 2 days/week in office.
Essential Duties & Responsibilities
- Provide excellent customer service.
- Ensure proper and timely resolution of Helpdesk issues.
- Maintain and support office A/V equipment.
- Maintain and support SaaS applications.
- Support communication and collaboration tools.
- Maintain backup and recovery solutions.
- Draft documentation for use of tools as well as IT processes.
- Experience managing end-points using Microsoft Intune and Jamf, specifically related to device management and policy configuration.
- Experience using Azure/Entra for identity and access management.
- Provide support of Microsoft 365 and Azure/Entra, Office 365 and other productivity solutions.
- Experience supporting mixed Windows, MacOS and iOS environments.
- Experience maintaining internal wired and wireless network infrastructure, as well as corporate firewall
- Use and Support Microsoft Defender and other end-point security tools.
- Process Onboarding/Offboarding/Access Requests.
- Maintain Asset Lifecycle.
- Perform other duties as assigned.
Qualifications
- 5-7 years related experience
- Healthcare, Finance, or other regulated industry experience
- Customer service experience in a technical role
- Systems experience with Microsoft Windows, macOS, iOS, Azure, Microsoft 365, Jamf, Intune/Endpoint, PowerAutomate, Microsoft Forms, SharePoint, Powershell, Jira Service Management, & Meraki preferred
- Experience with Bitwarden, Teams, Slack, Zoom, Code42, Smartsheet, Cisco Umbrella, Datto Backupify, Confluence, RPA, & HITRUST/SOC 2 auditing experience preferred
- Useful certifications: A+, Network +, Security +, Cisco, Apple, Microsoft, cloud certifications, ITIL
Benefits
- Medical (HSA or FSA available)
- Dental
- Vision
- Short-term disability (company-paid)
- Long-term disability (company-paid)
- Life & AD&D (company-paid)
- 401K with company match
- 10 paid holidays, quarterly burn off days, & holiday week closure
- Flexible time off policy