IT支持专家 II（终端与Microsoft 365管理）

Job Description

This role requires a combination of desk-based technical support and hands-on physical work involving workstation setup, device deployment, office moves, basic cable installation, and work in server rooms or communications spaces. Occasional after-hours work may be required to support maintenance activities, office changes, infrastructure tasks, or urgent business needs.

The IT Support Specialist II (Endpoint & Microsoft 365 Administration) provides Tier 1 and Tier 2 technical support while serving as a key administrator for endpoint management and Microsoft 365 operations. This role supports a hybrid domain environment with primarily Windows devices, a limited number of managed Mac computers, multiple on-premises server and network spaces across two buildings, and a focused portfolio of core business applications.

This position is responsible for endpoint lifecycle management, Microsoft Intune administration, day-to-day Microsoft 365 support, user provisioning, workstation deployment, and technical troubleshooting across end-user systems and applications. The role also supports office technology needs such as equipment setup, moves, adds, changes, basic cable runs, and assigned hands-on support activities in server rooms, IDFs, and other IT spaces.

Responsibilities

• Provide Tier 1 and Tier 2 support for desktops, laptops, monitors, printers, peripherals, conferencing technology, mobile devices, and standard business applications.
• Troubleshoot and resolve hardware, software, authentication, profile, operating system, connectivity, and user productivity issues.
• Administer Microsoft Intune, including device enrollment, compliance policies, configuration profiles, application deployment, and endpoint lifecycle management.
• Perform day-to-day Microsoft 365 administration, including user account management, licensing, group membership, Exchange Online support, Teams support, and related administrative tasks.
• Support user provisioning and deprovisioning processes across Microsoft 365, hybrid Active Directory, Microsoft Entra ID, and assigned business applications.
• Configure, deploy, image, provision, and refresh company-managed endpoint devices.
• Support endpoint security standards, including encryption, patching coordination, policy enforcement, and endpoint protection health validation.
• Provide support for Windows-based endpoints and a limited number of managed macOS systems.
• Assist with onboarding and offboarding activities, including device preparation, account setup, access changes, and end-user orientation.
• Provide hands-on operational support in server rooms, IDFs, and related IT spaces, including equipment setup, patching assistance, cable management, labeling, and coordination of routine hardware changes.
• Assist with monitoring and routine support activities for on-premises infrastructure, including local servers, NAS platforms, backup processes, and related equipment, under established procedures and direction from IT leadership.
• Support and troubleshoot major business applications including NetSuite, Zoho One, Microsoft 365, Jira, and other approved company platforms.
• Create and maintain technical documentation, support procedures, knowledge base articles, and endpoint standards.
• Maintain accurate asset and device inventory records.
• Coordinate with internal stakeholders and third-party support providers to resolve escalated issues and complete assigned technical projects.
• Support office technology changes, equipment installations, workstation moves, and basic cabling tasks as needed.

Qualifications

• Minimum of 3 years of experience in IT support, desktop support, endpoint administration, or a related technical support role.
• Hands-on experience administering Microsoft Intune in a production environment.
• Strong experience supporting and administering Microsoft 365 in a business environment.
• Experience working in a hybrid Active Directory and Microsoft Entra ID environment.
• Strong troubleshooting skills across Windows desktops and laptops, including operating systems, user profiles, hardware, software, and authentication.
• Experience supporting Microsoft services such as Exchange Online, Teams, OneDrive, and SharePoint.
• Experience with user account provisioning, licensing, endpoint deployment, and access administration.
• Basic familiarity with on-premises infrastructure support, including server room environments, backup concepts, NAS platforms, or related hardware.
• Ability to document technical procedures clearly and maintain accurate support records.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Ability to lift and move IT equipment and perform physical tasks associated with workstation setups, office moves, cable runs, and equipment handling in server or communications rooms.

Preferred Experience

• Experience with Microsoft Autopilot, endpoint compliance management, and modern device administration practices.
• Experience supporting macOS in a primarily Windows-based environment.
• Familiarity with PowerShell for administrative tasks and troubleshooting.
• Experience supporting ERP, collaboration, workflow, or IT service applications in a business environment.
• Experience working with external IT service providers or managed service partners.
• Exposure to physical security technology, building access systems, surveillance platforms, or related operational technology support.

Technical Environment

• Microsoft 365
• Microsoft Intune
• Hybrid Active Directory / Microsoft Entra ID
• Windows endpoints
• Limited managed macOS endpoints
• On-premises servers
• NAS and backup infrastructure
• Server rooms and IDFs across two buildings
• NetSuite
• Zoho One
• Jira

Benefits

We offer a competitive salary and performance-based bonus program, medical, dental, vision, accidental, FSA, HSA, Paid Time Off (PTO), and 401(k).