IT Support Specialist

Main purpose:

This role is ideal for a hands-on IT professional who enjoys a mix of end-user support, Microsoft 365 administration, networking support, and infrastructure management. The ideal candidate is comfortable troubleshooting user issues one moment and administering Microsoft 365, Teams Phone, Entra ID, Intune, Wi-Fi, or network infrastructure the next. This role is heavily focused on operational IT support and infrastructure administration within a Microsoft-centric environment. Candidates primarily seeking software development, AI engineering, cybersecurity analyst, or fully remote positions are unlikely to find this role aligned with their career goals.

Main responsibilities will include:

• manage and resolve daily IT helpdesk support requests from Rosco global offices
• provide hardware and software support for onsite and remote colleagues
• manage employee onboarding and offboarding
• manage Rosco’s hardware asset inventory and assist in hardware procurement
• provide support for on-premises and cloud-based infrastructure and network administration as needed

Job Summary:

The focus of this role will be split between managing the global IT support ticket queue and providing multi-level IT support for our global offices.

Duties will include:

• Troubleshooting and resolving, or escalating, IT support requests that are submitted by Rosco employees from any of our global offices
• Acting as administrator for Microsoft 365 tenant services including:

o Entra ID

o Exchange Online

o SharePoint Online

o Teams

o OneDrive

o Intune

o Teams Phone

• Managing M365 user lifecycle changes including provisioning and deprovisioning user accounts, assigning licenses, and managing user permissions
• Supporting M365 security, compliance, and device management initiatives

o NOTE: while candidates will follow established security policies and assist with security-related administration tasks, this is not a dedicated cybersecurity position.

• Assisting with M365 platform optimization and application adoption, including supporting employee training initiatives
• Supporting and maintaining Rosco’s global infrastructure, which includes:

o Wired and wireless networks

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o Firewalls

o VPN connections and remote access

o Network switching and routing

o Cloud-based infrastructure and SaaS platforms

o Enterprise and home-office printers

• Troubleshooting connectivity issues across multiple global offices
• Coordinating with third-party vendors and service providers as required
• Taking responsibility for, proactively planning for, and managing Rosco’s IT hardware asset inventory
• Maintaining and following device policy and enforcing established processes for distribution of cell phones, laptops, and other hardware peripherals
• Managing technical support for onboarding and offboarding new employees, including setting up and distributing new laptops and equipment, collecting and managing Rosco equipment and accounts upon departure, and ensuring Rosco employees are trained in Rosco IT infrastructure and policies
• Identifying, planning, and executing projects to improve user experience and global infrastructure
• Working closely with the rest of the Rosco IT Team to maintain an overall stable and efficient IT infrastructure to support the business

Education and Experience:

• 3-5 years’ experience working with an in-house enterprise technical support team
• Strong experience supporting Windows environments
• General hardware and software troubleshooting skills, including:

o Experience supporting Windows devices

o Experience supporting macOS devices

o Familiarity with Linux systems is beneficial

o Cloud-based SaaS applications

o Printers and other peripherals

• Working knowledge of on-prem Active Directory, Entra ID/Azure Active Directory, Windows Admin Center, and MS365 ecosystem
• Networking knowledge, including WiFi, routing, firewalls, remote networking, RDP, VPN; familiarity with UniFi Networking is beneficial
• Expertise with Microsoft products and Office Suite applications, particularly Teams, OneDrive, Outlook, SharePoint
• Experience with mobile device and endpoint management, familiarity with Microsoft Intune is beneficial
• Working knowledge of VoIP systems, familiarity with Teams Phone is beneficial
• Experience managing projects within budget from start to finish

Competencies and Behaviors:

• Culturalfit with Rosco’s core values
• Excellent written and verbal communication skills
• Inquisitive, proactive, organized, detail-oriented
• Comfortable contacting and working with coworkers remotely
• Strong listening skills
• Ability to ask clarifying questions to diagnose and solve problems
• Ability to interact with both technical and non-technical team members
• Ability to multi-task and prioritize tasks appropriately
• Availability and willingness to occasionally work outside typical 9-5 business hours if needed

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person