IT Support & Operations Specialist

- Act as the primary point of contact for end-user support requests via ticketing, chat, and in-person assistance across both company locations - Provision, image, deploy, and retire laptops, mobile devices, peripherals, and accessories; keep accurate hardware inventory and asset logs - Manage user accounts, groups, licenses, and access in Microsoft 365, Entra ID, and Intune, adhering to established processes - Support the full employee lifecycle: onboarding, role transitions, offboarding, and equipment return - Troubleshoot Windows, mobile, printing, AV/conferencing, and basic networking issues; escalate more complex problems to the IT Lead when necessary - Enhance and maintain internal IT documentation, knowledge base entries, and standard operating procedures - Assist with patching, endpoint health checks, backup validation, and routine security maintenance tasks in collaboration with our Cybersecurity/SOC partner - Participate in IT initiatives such as hardware upgrades, site enhancements, application deployments, and business continuity planning - Provide assistance to our secondary location, either remotely or through scheduled on-site visits - Foster a positive end-user experience by communicating effectively, following through on requests, and treating every interaction as a chance to build trust in IT