IT Support Specialist

Who We Are Looking For

• Slate seeks an energetic, organized, customer friendly, and experienced IT professional focused on user support, hardware and software maintenance position in Troy, MI.
• The ideal candidate will provide comprehensive desktop, mobile, and user support across our Troy facility, and remote users.
• You should ensure system reliability, security, and compliance while delivering exceptional customer service.
• Proficiency in O365 administration, Azure AD, and user ID management, along with a commitment to ITIL best practices, is essential.

IT Support Specialist reports to the IT Services Manager.

What You Get To Do

• User Support: Provide technical support in Jira Service Desk for hardware and software issues, troubleshooting desktops, laptops, printers, and peripherals.
• Hardware Maintenance: Install, configure, and maintain computer hardware components such as CPUs, RAM, hard drives, and network interface cards (NICs).
• Asset Management: Maintain an accurate inventory of IT assets, including hardware and software.
• Software Installation and Configuration: Install, upgrade, and configure operating systems, software applications, and device drivers.
• Network Troubleshooting: Identify and resolve basic network connectivity issues, including LAN cables, switches, and routers.
• Remote Assistance: Provide remote support via remote desktop tools, phone, or email.
• Documentation: Create and update documentation, user manuals, and knowledge base articles.
• Troubleshooting and Diagnosis: Diagnose hardware and software problems using diagnostic tools and problem-solving techniques.
• Routine Maintenance: Perform system updates, patches, and backups to ensure reliability and security.
• Process Improvement: Focuses on optimizing processes, implementing new technologies, and ensuring that the team follows best practices.
• Compliance: Ensure compliance with IT policies and standards.
• Collaboration: Work with second level support teams or network administrators for complex technical issues.

Experience Requirements

• Bachelor's degree preferred; equivalent combination of education and relevant work experience will be considered.
• 2+ years as a Helpdesk, Desktop Support, or Systems Admin role in a corporate service desk environment.
• 1+ years as a Microsoft Administrator in an O365 cloud environment.
• Expert familiarity with ticketing systems and remote support tools.
• Experience managing devices within the Microsoft 365 environment.

Technical Proficiency

• Knowledge of Windows and macOS operating systems, as well as common productivity software including Microsoft Office, AI Tools, etc.
• Strong knowledge of computer hardware, including CPUs, RAM, hard drives, NICs, and peripherals.
• Proficiency in installing, configuring, and upgrading software applications, operating systems, and device drivers.
• Ability to efficiently diagnose and resolve hardware and software issues using diagnostic tools and problem-solving techniques.
• Microsoft 365 & Cloud Administration
• Proficiency in Microsoft 365 administration, including user management and licensing.
• Familiarity with SharePoint, Exchange, Teams, and OneDrive.
• Experience with Microsoft Teams administration.
• Knowledge of Azure AD for identity management.
• Ability to configure advanced security settings in Microsoft 365.
• Knowledge of user account creation, modification, and permissions management.
• Support & Service Skills
• Excellent customer service skills for assisting end users effectively and professionally.
• Familiarity with remote support tools and techniques for providing desktop and mobile support across multiple locations.
• Strong documentation skills - ability to create and maintain documentation, user manuals, and knowledge base articles.
• Experience documenting and reporting incidents and service requests in a service desk or ticketing system.
• Commitment to following up on resolved issues to verify user satisfaction.
• Physical Requirements:
• Must have the ability to travel.
• Must have the ability to lift a minimum of 35 pounds.
• Must have the ability to stand, walk, and perform repetitive tasks for extended periods.
• Must be able to remain in a stationary position for extended periods of time.

Hybrid Work Schedule