IT Support Specialist

Role Summary

Based in Sunnyvale, TX, with occasional travel to the Allen, TX site as needed. Maintains IT systems and end-user support within a manufacturing environment governed by strict SLAs, where uptime directly impacts production. Resolves escalated tickets and administers Windows and mobile device management platforms, identity and access systems, and endpoint provisioning.

Key Responsibilities

• Tier 2 escalated support Resolves tickets escalated from Tier 1 in Jira Service Management, including access requests, permission changes, software installs, distribution list management, and system integration issues (Slack, Oracle, Company Portal). Meets strict SLAs for issue response and resolution in a manufacturing environment where downtime directly affects production output.
• Incident management & ticketing Categorizes, prioritizes, and tracks incidents through resolution in the ticketing system, ensuring accurate classification for reporting and trend analysis. Follows defined incident management workflows for escalation, reassignment, and closure.
• Windows device administration Provisions, images, and configures Windows endpoints. Troubleshoots Windows OS, driver, and application issues escalated from Tier 1. Administers devices via Microsoft Intune and NinjaOne, including enrollment, compliance policies, configuration profiles, patching, and remote monitoring.
• Mobile device management (MDM) Administers Apple Business Manager (ABM) and JAMF for macOS/iOS device enrollment, configuration, and lifecycle management, including device supervision, app deployment, and compliance policy enforcement.
• Identity & access administration Manages Okta/SSO account provisioning and deprovisioning, elevated permission requests, and Microsoft 365 admin tasks across company tenants.
• Asset lifecycle & offboarding support Executes device offboarding, retention, and legal hold procedures per company policy.
• Facilities & AV technology support Supports conference room AV equipment, room scheduler systems, Zoom Rooms, and facility technology checkups; assists with equipment requests for production/warehouse areas.
• Documentation Contributes to and maintains internal knowledge base documentation for the support team.

Requirements

• 2+ years of IT support experience, including experience at an escalated/Tier 2 level
• Baseline experience with Jira Service Management (ticket queues, escalations, SLAs)
• Incident management and ticketing system proficiency, including ticket categorization and prioritization
• Hands-on administration experience with Microsoft Intune and NinjaOne
• Hands-on administration experience with Apple Business Manager and JAMF
• Experience with Okta or equivalent identity/SSO administration
• Experience administering or supporting Zoom (including Zoom Rooms/conference systems)
• Comfortable with occasional travel to Allen, TX
• Windows and macOS support proficiency
• Vendor/facilities coordination experience a plus

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