IT Support Specialist
Westminster, COHybridFull-time
AI Summary
The IT Support Specialist provides first- and second-line support for Windows, macOS, Android, and iOS endpoints and identities. They resolve incidents, manage devices and MDM, support Microsoft 365 and collaboration tools, and maintain security and compliance within defined SLAs.
About this role
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description:
As a member of the Information Technology team, the IT Support Specialist supports company-managed devices — Windows desktops and laptops, macOS, Android, and iOS — along with the applications and cloud services staff rely on. This is a customer-facing role responsible for resolving complex end-user issues across hardware, software, identity, and endpoint platforms while working within established Service Level Agreements (SLAs) and change-management protocols. The ideal candidate has strong troubleshooting, time-management, and communication skills and a genuine customer-service orientation.
Responsibilities:
- Provide support across phone, email, chat, ticket portal, and deskside, serving as the escalation point for tickets unresolved by first-line support. Resolve incidents and service requests within established SLAs.
- Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; perform root-cause analysis on recurring issues to drive permanent fixes.
- Provision, image, and deploy Windows and macOS endpoints using Autopilot, Intune, and Kandji; support Android and iOS devices through MDM.
- Manage the full account lifecycle, including onboarding and offboarding, Entra ID accounts, security groups, licenses, device provisioning, password resets, MFA resets, and SSO/SCIM administration.
- Support Microsoft 365 (Exchange Online, SharePoint, OneDrive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom.
- Support conference room AV equipment and Zoom Rooms.
- Support endpoint security, including Microsoft Defender, CrowdStrike, BitLocker, FileVault, and device compliance. Triage phishing and malware alerts and participate in incident response, remediation, and vulnerability management.
- Troubleshoot LAN, Wi-Fi, VPN connectivity, and remote/hybrid access issues.
- Maintain hardware and software asset inventories and license entitlements throughout the device lifecycle, including procurement, deployment, refreshes, warranty repairs, RMAs, and vendor support.
- Create and maintain knowledge base articles, runbooks, standard operating procedures (SOPs), and technical documentation. Develop and deliver end-user training and new-hire IT orientation.
- Build and maintain automation scripts and workflows using PowerShell, Microsoft Graph API, and Power Automate to reduce manual work. Utilize AI-assisted support tools while validating recommended solutions before implementation.
- Serve as a subject matter expert in one or more technology domains (e.g., endpoint management, identity management, macOS) and mentor other IT technicians as needed.
- Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects.
Knowledge, Experience, Requirements:
Success Criteria:
Compensation:
Hourly Compensation Range of $31-$36
Annual Bonus Opportunity of 7.5%
Skills
CompTIA A+CrowdStrikeDHCPDNSExchange OnlineIntuneITILJira Service ManagementKandjiMicrosoft 365Microsoft DefenderMicrosoft GraphMicrosoft MD-102Power AutomatePowerShellSharePoint OnlineTCP/IPVPN
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- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.