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Required Skills:

Must have 7+ years of experience in technical support or desktop support roles

Must have strong experience with Windows OS administration (Windows 10/11)

Must have familiarity with Office 365 suite (Exchange Online, Teams, SharePoint)

Must have experience with Microsoft Entra ID (Azure AD) for identity management

Must have a solid understanding of cloud services (user access, connectivity)

Must have knowledge of endpoint security tools (antivirus, encryption, patching)

Must have knowledge of networking including Cisco routers and switches is ideal

Must have excellent troubleshooting and problem-solving skills

Must have experience in leading teams and/or the ability to grow into a team leadership role at some point in the future

Must have strong communication and customer service orientation

Must have experience with Intune or other endpoint management tools

Must have experience with PowerShell scripting for automation

Must have experience with ticketing systems and change management workflows

Must have an understanding of compliance/security frameworks (SOC 2, ISO 27001)

Must be able to communicate technical concepts to non-technical people

Must have the ability to work independently and prioritize tasks effectively

Must be able to configure and deploy Windows-based laptops and desktops for new hires and existing staff

Must be able to manage OS updates, patches, and endpoint security tools

Must be able to troubleshoot hardware and software issues

Must be able to provide Tier 1/Tier 2 support for employees via ticketing system, email, or chat

Must be able to resolve issues related to Office 365 (Outlook, Teams, SharePoint, OneDrive)

Must be able to support identity and access management through Microsoft Entra (Azure AD)

Must be able to assist with user network connectivity to cloud-hosted applications and services

Must be able to troubleshoot VPN, Wi-Fi, and network access issues

Must be able to escalate complex cloud or infrastructure issues to senior engineers/vendors

Must be able to create and manage user accounts in Entra ID (Azure AD)

Must be able to handle password resets, MFA setup, and group membership changes

Must be able to ensure compliance with security policies and least-privilege access

Must have experience maintaining an IT knowledge base and standard operating procedures

Must be able to document troubleshooting steps and resolutions for recurring issues

Must be able to contribute to continuous improvement of IT support processes

Must be able to collaborate with the Managed Service Provider (MSP) to refine processes over time

Job/Project Description:

This is a great opportunity for a strong Tier 3+ level IT Support professional to work with various business and technical teams within a highly collaborative systems team for a growing organization in the Indianapolis area. This role will focus on end user support with all levels of an enterprise organization including the C level. For anyone with a strong customer service mindset and technical knowledge and the desire to grow into potential leadership opportunities, this is a great opportunity.

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