IT Support Specialist

POSITION OVERVIEW The IT Support Specialist II is responsible for assisting the IT department in maintaining the company's computer systems, printers, computer hardware, and providing technical support to employees across BradyPLUS locations. This role assists with the daily administration of a network/server environment, installs upgrades, patches, and new applications and equipment, and supports disaster recovery, security, and backup and restore plans. The IT Support Specialist serves as a primary point of contact for end-user technical support, manages incidents and service requests through Freshservice while meeting established SLAs, and supports endpoint management, Microsoft 365 administration, user lifecycle management, phone system support, and compliance with BradyPLUS IT security policies. This position requires full-time onsite work. ESSENTIAL RESPONSIBILITIES * Complete help desk tickets and document resolutions; monitor ticket volume, prioritize requests, and ensure timely response and resolution within established SLAs. * Provide on-site and remote technical support for desktops, laptops, mobile devices, printers, audio visual equipment, peripherals, software, and network access across BradyPLUS locations. * Maintain network operations and endpoint environment, including PC hardware and software, security tools, firewall/VPN access, printers, phone systems, building security devices, and related upgrades. * Set up, configure, provision, and maintain new and existing PCs and mobile devices through manual imaging and Microsoft Intune. * Support user onboarding and offboarding, including Active Directory and Microsoft Entra ID account administration, Microsoft 365 licensing, distribution and security groups, and access to network shares, ERP, and CRM systems. * Support Microsoft 365 applications and services, including Teams, Outlook, Exchange, SharePoint, and OneDrive. * Assist with 8x8 phone system administration, including user provisioning, voicemail setup, and call quality troubleshooting. * Monitor backups, review logs, support backup and restore procedures, and assist with incident response for phishing, malware, and other security events. * Manage IT asset inventory, equipment deployment, shipping, return processing, secure reimaging, and hardware/software audits. * Provide user training, develop knowledge base documentation, support regional IT initiatives and system upgrades, and collaborate with internal IT teams to resolve complex issues and improve service delivery. * Additional duties or special projects as assigned. EXPERIENCE, EDUCATION & PHYSICAL REQUIREMENTS * Minimum of 2 years of experience in an IT support or help desk role required; experience supporting a multi-site or distributed enterprise environment preferred. * High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred. * Strong troubleshooting, problem-solving, organization, and documentation skills with excellent interpersonal and communication abilities and a customer-first approach; ability to manage multiple priorities in a fast-paced environment. * Strong knowledge of Windows 10/11 and macOS; familiarity with iOS and Android support; proficiency in Microsoft 365 and basic administration; experience with ticketing systems, Active Directory, Microsoft Entra ID, Intune, network troubleshooting, and endpoint/security tools. Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are preferred. * Ability to provide user training and guidance on IT systems, tools, and best practices; prior experience developing knowledge base articles or procedural documentation preferred. * Ability to physically sit at a desk for extended periods and operate a computer; ability to listen and speak clearly on the phone and in person; ability to lift, carry, push, or pull up to 25 pounds occasionally for equipment set p an