IT Support Specialist
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Job Description
IT Support Specialist providing tier 2/3 support for Microsoft 365 applications in higher education. Ensuring reliable operations and delivering excellent customer service.
Responsibilities:
- Provide Tier 2/3 support for issues related to Office 365 applications (Teams, Teams Phone, Outlook, OneDrive, SharePoint, etc.)
- Respond to phone calls, chat support and service desk tickets to ensure each customer always received outstanding service while addressing and resolving questions
- Diagnose and resolve email, authentication, device sync, and collaboration tool problems
- Assist with Teams meetings, calling features, and device connectivity issues
- Develop technical documentation and instructions for end users
- Support mobile and desktop clients, including Windows, macOS, Android, and iOS
- Manage users, groups, licensing, and roles within Microsoft 365 Admin Center and Azure AD
- Manage Teams telephony
- Maintain SharePoint Online site permissions and OneDrive governance
- Monitor Microsoft 365 service health and communicate incidents or outages to stakeholders
- Perform proactive checks to ensure system performance, capacity, and security
- Collaborate with IT teams to escalate or resolve system‑wide issues
Requirements:
- Experience providing Tier 2/3 technical support in an enterprise environment, preferably within higher education
- Working knowledge of Microsoft 365 Admin Center and Azure Active Directory (user, group, role, and license management)
- Proficiency with SharePoint Online permissions, site administration, and OneDrive governance best practices
- Experience supporting Teams meetings, telephony, calling features, and related devices
- Proficiency supporting Windows and macOS desktops, as well as iOS and Android mobile devices
- Experience creating and maintaining clear technical documentation and end-user instructions.
- General Equivalency Diploma (GED) or High School (HS)
- 2+ years of relevant experience; or an equivalent combination of education and experience accepted
Benefits:
- Comprehensive medical, dental, and vision coverage
- Robust retirement plans
- Substantial paid time off which includes holidays, vacation and sick time
- 75% tuition discount available to employees, eligible spouses and children
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