IT Support Specialist I

Service & Ticket Management Monitor and triage requests via phone, email, and the Jira Service Management (JSM) portal; meet defined SLAs (first response, updates, and resolution). Use clear customer-facing and internal notes; document steps taken, root cause (when known), and resolution. Escalate unresolved or high-impact issues to the appropriate resolver group with complete context. Endpoint Support Support Windows 10/11 devices, peripherals, and printers; perform break/fix, driver updates, and peripheral setup. Provision and re-provision devices; assist with imaging/enrollment and data backup/restore as needed. Use Microsoft Intune for device enrollment, compliance checks, and remote actions (e.g., sync, wipe, reboot, remote assistance). Troubleshoot network connectivity (LAN/Wi-Fi), VPN clients (e.g., AWS VPN), and basic firewall/ACL symptoms before escalation. Identity & Access Lifecycle Execute employee onboarding and offboarding: enable/disable Entra ID and Microsoft 365 accounts and provision/deprovision access across Five9, Verint, EpicRide, Jira, and related systems. Manage distribution groups, the company directory, and OrgChart membership; enforce MFA; and configure mailbox delegation on separation. Validate telework readiness (secure-browser/SURF setup and acceptable-use acknowledgment) before granting access. Process all access changes through the JSM access-request workflow with required manager approval, following least-privilege and HiTrust access-control practices. Microsoft 365 & Collaboration Support Outlook/Exchange Online (mail flow basics, shared mailboxes, delegate access), Teams (calling and meetings), and SharePoint/OneDrive (permissions and sync troubleshooting). Assist with mailbox storage/archiving basics and user education on collaboration best practices. Business Applications (User Support) Provide end-user support for standard applications (browsers, PDF tools) and selected line-of-business apps (e.g., Five9 softphone/agent desktop, user access basics, secure browser environments). Collect logs and screenshots; perform initial triage and escalate to app owners when appropriate. Knowledge, Operations & Security Hygiene Create and maintain knowledge base articles, how-to guides, and FAQs to reduce repeat incidents. Contribute to asset inventory and lifecycle activities (assignments, returns, replacements); keep records accurate and current. Support security initiatives (patching follow-up, ASR policy exception intake, phishing triage and user education) in partnership with Security. Handle all member and employee data in accordance with HIPAA and Alivi's HiTrust-aligned policies; follow least-privilege access procedures and the JSM access-request/manager-approval workflow when granting or changing access. Participate in on-call rotations or planned maintenance windows as needed.