IT Support Specialist

The IT Support Specialist ensures all employees have the secure technology access, tools, and support needed to perform their work efficiently and collaboratively. This role is responsible for user administration, endpoint and software lifecycle management, and the optimization of Ambassador’s Microsoft 365 ecosystem. Beyond technical troubleshooting, this position plays a strategic role in leveraging MS365 automations, Teams communication channels, and SharePoint solutions to improve cross-departmental collaboration and workflow efficiency, directly supporting Ambassador Services’ mission of operational excellence and innovation.

User & Access Management

· Create, manage, and deactivate user accounts in Active Directory, Azure AD, and Microsoft 365 Admin Center.

· Configure and maintain access permissions, MFA, and group policies.

· Oversee onboarding/offboarding workflows with HR, ensuring secure access transitions.

MS365 Optimization & Automation

· Serve as administrator and subject matter expert (SME) for the Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive, Power Automate, and Power Apps).

· Develop and maintain automated workflows to streamline repetitive administrative or interdepartmental tasks (e.g., onboarding checklists, approval processes, and internal ticket routing).

· Support department leaders in utilizing Teams, SharePoint, and Planner for collaboration, document control, and communication.

· Provide end-user training and documentation to promote adoption and best practices.

Hardware, Software & Asset Management

· Procure, configure, and deploy laptops, peripherals, and mobile devices.

· Maintain accurate IT asset inventory, warranty, and licensing database.

· Manage software licensing for Microsoft 365, Zoom, Adobe, antivirus, and other business applications.

· Coordinate vendor relationships (internet, device repair, telecom, etc.).

Security, Reliability & Compliance

· Monitor and maintain endpoint protection, patching, and backups.

· Support cybersecurity initiatives (KnowBe4 training, MFA enforcement, incident response).

· Ensure compliance with company security policies and IT standards.

Operational Support & Documentation

· Provide Tier 1–2 technical support for hardware, connectivity, and software issues.

· Maintain IT documentation, setup guides, and knowledge bases for recurring issues.

· Support technology onboarding/offboarding and assist HR with IT-related new hire logistics.

· Perform other duties as assigned in alignment with business priorities.

Qualifications:

Education:

· Bachelor’s degree in Information Technology or a related field preferred.

 Experience:

· 3–5 years of experience in IT support, systems administration, or network operations.

· Proven experience managing and optimizing Microsoft 365 environments (Exchange Online, Teams, SharePoint, Power Automate, Power Apps).

· Proficiency in Windows 10/11, macOS, Intune, and Azure AD.

· Experience with helpdesk/ticketing systems (Freshservice, Jira, or Zendesk).

· Understanding of VPNs, Wi-Fi configuration, endpoint security, and cloud backups.

· Demonstrated ability to build automations or integrations using Power Automate or equivalent tools.

· CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator preferred.

 Skills:

· Deep knowledge of Microsoft 365 collaboration and automation capabilities.

· Service-oriented mindset with excellent communication and follow-through.

· Reliable, proactive, and detail-focused.

· Strong analytical and problem-solving skills.

· Bilingual (English/Spanish) preferred.

· Excellent organizational and time management skills; ability to manage multiple priorities.

Key working relationships:

The IT Support Specialist maintains regular and proactive communication with:

· Corporate Leadership and Department Heads , to align IT systems and processes with company goals

· Human Resources , to coordinate onboarding/offboarding, access permissions, and technology provisioning.

· Finance and Administration , for software licensing, asset management, and vendor coordination.

· Operations Teams , including Project Managers, Site Supervisors, and Route Supervisors, providing direct technical support for field staff and mobile users.

· All Employees Company-wide , serving as the primary point of contact for day-to-day IT questions, troubleshooting, and technical assistance.

· External Vendors and Service Providers , to coordinate equipment repairs, internet services, and specialized IT support as needed.