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ERMCO-ECI

Senior IT Support Specialist

ERMCO-ECI

. Serve as an escalation point for complex technical issues across hardware, software, identity, and network services .

Posted 5/5/2026full-time🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies
AzureCyber Security

About the role

Key responsibilities & impact
  • Serve as an escalation point for complex technical issues across hardware, software, identity, and network services
  • Own Tier 2/3 tickets end-to-end
  • Lead troubleshooting efforts and root-cause analysis (RCA) for recurring or high-impact incidents
  • Mentor junior IT support staff
  • Manage and optimize Service Desk workflows, documentation, and reporting
  • Support and maintain enterprise endpoint and collaboration services (Windows, Microsoft 365, etc.)
  • Administer identity and access services in alignment with security and compliance
  • Collaborate with infrastructure and cybersecurity teams
  • Participate in IT projects (upgrades, migrations, rollouts)
  • Develop and maintain technical documentation (SOPs, user guides)
  • Maintain asset, configuration, and lifecycle management practices
  • Support after-hours or on-call activities

Requirements

What you’ll need
  • Bachelor’s degree in IT/Computer Science (or equivalent experience)
  • Typically 4–6+ years in IT support/systems/endpoint engineering
  • Advanced Windows/Microsoft 365 and endpoint troubleshooting skills
  • Working knowledge of identity/access (AD/Azure AD/Entra concepts)
  • Experience with endpoint management/deployment tools (e.g., Intune, MECM, or NinjaOne)
  • Familiarity with ITIL-aligned incident/problem/change practices and ticketing systems
  • Strong documentation skills to analyze trends and implement process improvements
  • Strong customer service and communication skills
  • Ability to explain technical issues clearly and lead cross-functional efforts
  • Excellent organization and prioritization skills

Benefits

Comp & perks
  • Health insurance
  • Paid time off
  • Professional development opportunities
  • Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
troubleshootingroot-cause analysisendpoint managementWindowsMicrosoft 365identity/access managementADAzure ADIntuneMECM
Soft Skills
mentoringcustomer servicecommunicationorganizationprioritizationcollaborationdocumentationprocess improvementtechnical explanationleadership
Certifications
Bachelor’s degree in ITBachelor’s degree in Computer Science