Information Technology - Information Technology Support Specialist

Position Purpose
The IT Support Specialist is the primary point of contact for day-to-day technology support and provides hands-on administration across endpoints, Microsoft 365, identity and access, backup and recovery, and security tools. The role supports Pohlad Companies and designated affiliated organizations through in-person and remote service, owns support requests from intake through resolution, coordinates employee onboarding and offboarding, and maintains technology assets and documentation. The position handles routine administrative work independently, collaborates with internal IT staff and external service providers, and escalates complex infrastructure or security matters when appropriate. Occasional travel to supported locations may be required.

Essential Functions
An individual must be able to perform each essential function in a satisfactory manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Serve as the primary contact for employee technology support and manage help desk tickets from intake through resolution, escalation, and customer confirmation.
Diagnose and resolve hardware, software, connectivity, access, printing, scanning, telephony, video conferencing, and conference room technology issues.
Provide responsive support in person and through telephone, email, chat, and remote-support tools while communicating status and expected next steps.
Image, configure, deploy, maintain, and troubleshoot Windows and Mac computers, laptops, monitors, printers, scanners, copiers, and other peripherals.
Coordinate employee onboarding, offboarding, equipment changes, device setup and recovery, and account provisioning or removal.
Administer user accounts, groups, licenses, and permissions in Active Directory, Microsoft Entra ID, and Microsoft 365 in accordance with approved access requirements.
Support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and related employee applications.
Administer and troubleshoot multifactor authentication, single sign-on, and identity-protection tools.
Implement and monitor endpoint protection, review vulnerability findings, and coordinate or perform remediation.
Assist with security alerts and incidents, follow information security policies, and reinforce cybersecurity practices with employees.
Perform and monitor backup and recovery operations, verify restores, maintain recovery documentation, and support disaster recovery and business continuity activities.
Monitor and support servers and virtual machines and assist with operating system updates, patching, and infrastructure maintenance.
Support the Systems Administrator with VPN and remote connectivity, network and server room equipment, and internet and telecommunications issues, including coordinating escalations when needed.
Maintain accurate inventories of hardware, software, licenses, warranties, spare equipment, and assigned assets throughout procurement, deployment, repair, and retirement.
Support software installation and updates and assist with SaaS subscription records, renewals, and access changes.
Maintain knowledge base articles, technical procedures, system records, and audit documentation for recurring tasks and common issues.
Coordinate with managed service providers and technology vendors for site support, escalations, new tools, office or business expansions, and assigned IT projects.
Identify opportunities to improve support processes, documentation, automation, service quality, and the employee technology experience.

Required Knowledge, Skills & Abilities

Strong customer-service skills, including active listening, empathy, sound judgment, and clear follow-through.
Working knowledge of Windows and Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and OneDrive.
Working knowledge of Active Directory, Microsoft Entra ID, user and group administration, permissions, multifactor authentication, and single sign-on.
Ability to deploy and support computers, peripherals, software, conference room technology, and remote users.
Familiarity with ticketing systems, remote-support tools, knowledge base management, and technical documentation.
Working knowledge of endpoint security, vulnerability remediation, information security policies, and incident escalation practices.
Basic knowledge of backup and recovery, servers, virtual machines, patching, networking, VPN, Wi-Fi, and internet connectivity.
Ability to maintain accurate asset, license, subscription, and equipment lifecycle records.
Ability to coordinate effectively with managed service providers, internet service providers, telecommunications providers, and other technology vendors.
Excellent organizational, written, verbal, and interpersonal skills, with the ability to manage competing priorities and respond with appropriate urgency.
Integrity, discretion, adaptability, resourcefulness, and attention to detail.

Education and Experience (minimum qualifications)

High school diploma or GED required.
Associate degree in information technology or a related field preferred.
Prior experience providing help desk, desktop support, or Microsoft 365 support in a business environment.
Experience installing, configuring, and deploying Windows-based computers and diagnosing hardware and software issues.
Experience administering user accounts, permissions, multifactor authentication, or related identity services.
Experience using a ticketing system and creating clear technical documentation.
An equivalent combination of education, training, and relevant experience may be considered.

Work Environment
The employee will work primarily in an office environment where the noise level is usually light. The position provides both in-person and remote support. Occasional travel to other Twin Cities and supported out-of-state locations may be required. Occasional evening or weekend assistance may also be required for planned maintenance, technology projects, or urgent support needs.

Physical Demands (with or without reasonable accommodations)
While performing the duties of this job, the employee may sit for extended periods and is regularly required to communicate, stand, walk, use hands to handle objects or equipment, and reach with hands and arms. The position requires close vision and may occasionally require lifting, carrying, or moving equipment weighing up to 50 pounds.