System Support Specialist

About this role

SUMMARY This position reports directly to the Assistant Director of Information Technology and works closely with the Director of Information Technology to provide support to the operation, integrity, and security of the company’s end-user devices and systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Helpdesk & Technical Support Operations • Provide tier-1 and tier-2 desktop, laptop, mobile device, peripheral, and application support to internal staff, clients, and facility partners in a timely and professional manner. • Respond to, troubleshoot, and resolve service desk tickets within established SLA targets. • Diagnose and resolve hardware, software, operating system (Windows/macOS/Linux), network connectivity, and Wi-Fi issues.

2. Application & Venue Systems Administration • Perform daily user account administration, access role management, and troubleshooting for venue management applications including Momentus (Ungerboeck) and ABI (Master Specs / Terminals). • Support standard enterprise platforms including Microsoft 365, Teams, Microsoft Dynamics SL, Smartsheet, Adobe Creative Cloud, and ADP. • Log, track, and follow up on escalated software tickets with third-party software vendors.

3. Identity, Access & Lifecycle Governance • Execute standardized onboarding and offboarding workflows across Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365. • Perform structured offboarding procedures: revoke sign-ins, convert Exchange mailboxes to Shared Mailboxes, archive OneDrive/local files to designated SharePoint repositories, deactivate Webex extensions, and reclaim software licenses. • Configure and deploy multi-factor authentication (MFA), Yubikeys, and passwordless authentication standards.

4. Endpoint Security, Device Management & Hardening • Configure, deploy, and maintain corporate laptops, desktops, mobile devices, and specialized POS/event terminals using Microsoft Intune and GPO policies. • Deploy, audit, and monitor endpoint security and RMM agents (e.g., SentinelOne, Cirrus, Darktrace, Datto). • Enforce corporate endpoint naming conventions, asset inventory hygiene, and periodic device reconciliation. • Assist in system hardening tasks, including VM access controls, GPO policy enforcement, and endpoint patch management.

5. Telephony, Printing & Peripheral Infrastructure • Provision, reassign, and troubleshoot cloud telephony lines and physical desktop phones using Cisco Webex Central. • Maintain multifunction printer (MFP) fleet (Xerox/HP), manage PaperCut print management software, and troubleshoot configurations and service accounts. • Maintain and troubleshoot specialized printing hardware, including HP DesignJet plotters and command station printers.

6. Training, Documentation & Asset Logistics • Conduct 1-on-1 and group technical training for operational staff, foremen, and leads on mobile applications (e.g., Mobile Work Orders). • Author, update, and maintain internal Knowledge Base Articles (KBAs), standard operating procedures (SOPs), and user self-help documentation. • Coordinate IT asset tracking, hardware staging, and palletization for seasonal E-waste and C&D sustainability recycling initiatives. • Support IT team projects, system deployments, and virtual meeting/event security controls as assigned. • Work extended and/or irregular hours including nights, holidays, and weekends as dictated by event schedules. • Perform other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES None

QUALIFICATIONS To perform this job successfully, one must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE • Required: 2–4 years of progressive experience in IT systems support, service desk operations, or desktop engineering. • Highly Desirable: • Microsoft Certified: Endpoint Administrator Associate (MD-102) • Microsoft 365 Certified: Fundamentals (MS-900 / MS-102) • CompTIA Security+

• Preferred: • Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

KNOWLEDGE, SKILLS AND ABILITIES • Strong working knowledge of Windows 10/11, macOS, Microsoft 365 suite, Active Directory, and group policies (GPO). • Familiarity with cloud telephony platforms (Cisco Webex / Webex Control Hub). • Knowledge of basic networking concepts (VLANs, DHCP, DNS, IP routing, Wi-Fi authentication, VPNs, and firewall rules). • Ability to train non-technical operational personnel on mobile apps and software tools. • Strong written and verbal communication skills; ability to document complex procedures clearly. • Physical capability to lift and move equipment up to 50 lbs and maneuver around facility grounds for up to 8–10 hours daily.

COMPUTER KNOWLEDGE Direct experience administering Microsoft 365, Active Directory, and Microsoft Intune in an enterprise environment.

CERTIFICATES, LICENSES, REGISTRATIONS Evidence of any or all the following certifications is highly desirable: • CompTIA certification (A+, Network+, Security+, or Server+).

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to work both indoors and outdoors as required by the function. Must have the physical ability to maneuver around PCC, at times, walking and/or standing up to 8-10 hours daily. The employee is regularly required to sit for long hours; using hand to handle files, type and operate offices machines; to talk and hear on the telephone. Specific vision abilities required by this job include c

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