Job Description

Job Summary

The IT Support Specialist is responsible for providing Tier 1 and Tier 2 technical support to firm end users, with a strong emphasis on Microsoft Entra ID, SharePoint Online, Microsoft 365, A/V conference platforms, and enterprise device management. This role goes beyond day-to-day troubleshooting to include project execution, process ownership, and mentoring opportunities, making it an ideal position for a candidate with leadership potential.

In addition, this role will contribute to the firm’s adoption of AI-powered tools (ChatGPT, Microsoft Copilot, Claude, etc.) to automate IT processes, streamline support, and expand user self-service options.

This position is based in San Francisco, CA and is for an immediate start.

Responsibilities

• Deliver exceptional end-user support with excellent communication, responsive follow-through, and strong advocacy for end-user needs.
• Serve as the first point of contact for end users seeking technical assistance in person, over the phone, via email, or through Vista’s ITSM platform (JSM – Jira Service Management).
• Perform in-person and remote troubleshooting for desktops, laptops, mobile devices, and enterprise applications.
• Provide Tier 1 and Tier 2 support, escalating to Tier 3 as appropriate.
• Manage critical IT processes such as employee onboarding/offboarding, including provisioning and deprovisioning of software licenses, accounts, and devices.
• Support and maintain IT assets and inventory for both hardware and software.
• Administer Microsoft Entra ID (Azure AD), Active Directory, and Group Policy, including MFA, conditional access, and role-based access management.
• Support SharePoint Online and Microsoft Teams sites, including governance, permissions, and integration with M365 services.
• Configure and support A/V conference room platforms (Zoom, Microsoft Teams Rooms, Crestron, Poly, Logitech, etc.), ensuring reliable meeting experiences.
• Manage enterprise MDM platforms (Intune, Jamf), including compliance policies, endpoint security, and automated deployments for Windows, MacOS, and iOS devices.
• Leverage AI tools such as ChatGPT, Microsoft Copilot, and Claude to automate IT workflows, enhance knowledge bases, and enable self-service solutions for end users.
• Identify and suggest improvements to IT processes and knowledge management documentation.
• Collaborate with IT team members on projects, taking ownership of assigned deliverables and contributing as a key technical resource.
• Provide mentorship and guidance to junior IT staff; demonstrate initiative and leadership in problem-solving and project execution.
• Assist in managing vendor relationships and coordinating onsite vendor activities (e.g., printers, networking, video conferencing, repairs).
• Evaluate existing systems and recommend technology upgrades and replacements as required. 

Work Conditions

• On-site work week with occasional travel for field service calls.
• On-call support with evening and weekend work as needed.
• Ability to lift and carry moderately heavy objects (>50 lbs.), such as computers and peripherals.

Qualifications

Strong working knowledge of:

• Microsoft Entra ID (Azure AD), Active Directory, Group Policy, MFA, and Conditional Access.
• Microsoft 365 (SharePoint Online, Teams, Exchange Online, OneDrive).
• Operating Systems: Windows, MacOS, iOS.
• A/V conferencing platforms (Zoom, MS Teams, WebEx, Crestron, Logitech, Poly, etc.).
• MDM platforms such as Intune and Jamf (deployment, compliance, conditional access).
• ITSM platforms (JSM – Jira Service Management).

Experience with AI tools and automation:

• Familiarity with ChatGPT, Microsoft Copilot, Claude, or similar AI platforms.
• Ability to design and implement AI-driven solutions for IT process automation, knowledge base optimization, and user self-service.

Additional technical experience with:

• Desktop/laptop imaging (Intune, Jamf, SCCM, Altiris).
• Automated software packaging and deployment (Intune, Jamf, SCCM, PDQ).
• Remote access and VPN tools.
• Networking fundamentals (TCP/IP, DNS, DHCP).
• Scripting languages (PowerShell, Python, VBS, etc.).
• Enterprise SaaS platforms (Salesforce, Workday, JSM – Jira Service Management).

Preferred certifications: CompTIA A+, Network+, ITIL Foundations, Microsoft Certified: Modern Desktop Administrator Associate, or Microsoft Entra/M365 certifications.

Other requirements:

• 3–5 years of IT support experience with a track record of handling enterprise environments.
• Strong problem-solving skills and ability to independently evaluate courses of action.
• Excellent interpersonal, written, and verbal communication skills.
• Demonstrated ability to deliver white-glove IT support in a professional manner.
• Leadership potential: ability to mentor peers, take ownership of projects, and contribute to IT strategy.

The annualized base pay range for this role is expected to be between $110,000 - $130,000. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise and the applicant's skill set.  The base pay is just one component of the total compensation package for employees.  Other rewards may include an annual cash bonus and a comprehensive benefits package. 

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