IT Support Specialist

Liberty Resources is seeking motivated IT Support Specialistto join our Us:Liberty Resources is a dynamic and growing human services agency that is a greatplace to work!Working for Liberty Resources means youll have access to great career opportunities benefits and a fun atmosphere. Our employees have passion around our values of excellence integrity diversity self-determination service innovation and fiscal responsibility. Our rapid growth is providing exciting opportunities in all areas of our Job FunctionsProvide timely in-office and remote front-line support for Windows computers printers mobile devices peripherals wireless and network connectivity email collaboration tools and other assigned triage document route and resolve incidents and service requests in Freshservice; maintain accurate notes ownership follow-up and user communication through ConnectWise ScreenConnect to provide secure remote troubleshooting assistance and end-user guidance; escalate issues involving the remote-support platform itself when deploy replace and troubleshoot desktops laptops network printers mobile devices headsets and related peripherals for employees and new Windows 11 endpoint provisioning and lifecycle activities using Microsoft Intune and Windows Autopilot including device enrollment Company Portal approved application deployment compliance troubleshooting device resets and common provisioning issues; coordinate configuration policy or engineering changes with endpoint Microsoft 365 applications and related workflows including Outlook Teams SharePoint OneDrive Forms Lists Planner Loop and other collaboration and productivity users with Microsoft Defender notifications and security prompts gather relevant information coordinate remediation and escalate suspected threats or security incidents; this role does not own security KnowBe4 security awareness activities including user questions training assignments phishing simulation follow-up remedial training coordination basic reporting assistance and program user support for Webex Calling including softphone and headset troubleshooting voicemail and basic calling features user guidance and escalation of call-flow carrier or platform issues to the telecom or vendor basic Meraki dashboard-informed triage and client connectivity troubleshooting for wired and wireless issues documenting findings and escalating firewall switch or network configuration changes to network application support for Keri Systems Client and Axis Camera Station including client software troubleshooting approved access or permission assistance user guidance and coordination with system owners or first-line support for Singlewire InformaCast including basic notification and endpoint troubleshooting routine testing documentation user assistance and escalation to system owners network administrators or onboarding offboarding and approved identity and application access requests in a hybrid environment using on-premises Active Directory and Microsoft Entra ID. Recognize common account group authentication multifactor authentication device identity and Entra Connect Sync symptoms; document findings and escalate directory synchronization or replication issues requiring administrative courteous clear and security-conscious service; create and maintain knowledge articles procedures and user guidance; recognize issues outside the positions scope and escalate them promptly with complete troubleshooting degree or specialized technical training and/or two to three years of relevant help desk desktop support or application support experience; an equivalent combination of education and experience may be technical aptitude and a practical methodical approach to researching troubleshooting documenting and resolving common user supporting Windows 11 Microsoft 365 and common business applications in an end-user knowledge of Outlook Teams SharePoint OneDrive Forms Lists Planner Loop and related Microsoft 365 collaboration and workflow with service-management practices such as incident triage service requests ticket documentation knowledge articles prioritization and escalation; Freshservice experience is knowledge of Microsoft Intune and Windows Autopilot including enrollment provisioning application deployment device compliance Company Portal device resets and common endpoint troubleshooting processes is understanding of hybrid identity concepts including on-premises Active Directory Microsoft Entra ID synchronized accounts and groups Microsoft Entra Connect Sync authentication multifactor authentication and the relationship between local and cloud identities is understanding of TCP/IP networking including IP addressing DNS DHCP default gateways wired and wireless connectivity VPNs and common network services with the ability to systematically troubleshoot a range of network connectivity issues and escalate infrastructure problems appropriately. Relevant networking certifications such as CompTIA Network or Cisco CCNA are understanding of virtualized infrastructure preferably VMware vSphere and vCenter with the ability to recognize common virtual-machine or host-related conditions gather relevant diagnostic information and escalate infrastructure issues appropriately. Relevant technical certifications or equivalent experience are Skills and AbilitiesExcellent customer service interpersonal organizational analytical and troubleshooting to communicate clearly and professionally with technical and non-technical users and to explain instructions in an easy-to-understand to protect confidential and sensitive information and follow established security access-control change-management and escalation to work independently within assigned responsibilities while collaborating effectively with IT staff system owners vendors and business to prioritize competing requests maintain accurate documentation recognize the limits of the role and escalate issues possess a valid New York State drivers license reliable transportation and willingness to travel to organizational locations within approximately a two-hour radius of Syracuse New York as $26.50-$28.75 per hourLiberty Resources is committed to creating a diverse inclusive environment and is proud to be an equal opportunity employer. Liberty Resources offers equal employment opportunities to all persons without regard to race color ethnicity religion sex sexual orientation national origin age marital status physical or mental disability parental status housing status source of income or military status in accordance with applicable federal state and local EEO laws.