Modern Workplace Support Specialist

We are seeking a proactive, technically skilled, and customer-focused Modern Workplace Support Specialist to join the IT support team. This position plays a critical role in delivering exceptional end-user support while optimizing the device lifecycle through modern management platforms such as Microsoft Intune and Windows Autopilot. The role supports users across desktop, mobile, cloud, and hybrid environments while helping advance automation, AI-driven support capabilities, security, and continuous process improvement.

For highly qualified candidates, this position may be filled as a Lead Modern Workplace Support Specialist. The Lead level will provide technical guidance, help mentor other support staff, promote accountability across the team, and assist with resolving complex issues that require deeper investigation and ownership.

Key Responsibilities

End User Support

Provide responsive Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, peripherals, business applications, and Microsoft 365 services.
• Troubleshoot and resolve hardware, software, Windows operating system, network connectivity, authentication, and application issues.
• Deliver remote and onsite support while maintaining a high level of customer service, ownership, and follow-through.
• Document incidents, requests, troubleshooting steps, root cause notes, and resolutions within the IT service management platform.
• Escalate complex issues appropriately while continuing to assist with investigation, documentation, and follow-up through resolution.

Modern Endpoint Management

• Provision, deploy, and manage Windows devices using Microsoft Intune and Windows Autopilot.
• Configure, support, and troubleshoot device enrollment, compliance policies, configuration profiles, endpoint security policies, application deployment, and Windows Update for Business.
• Assist with device lifecycle management including setup, imaging or provisioning, replacement, inventory accuracy, reassignment, and retirement.
• Support Microsoft Defender, endpoint security initiatives, and compliance requirements across managed devices.

Microsoft 365 and Identity Support

• Support Microsoft 365 services including Entra ID, Exchange Online, Teams, OneDrive, SharePoint Online, and Microsoft 365 Apps.
• Assist with account provisioning, license assignment, access requests, group membership, and identity lifecycle processes.
• Support multi-factor authentication, Conditional Access, password and authentication issues, and related security controls.
• Provide support for Active Directory, Microsoft Entra ID, and hybrid identity scenarios as needed.

Automation, AI, and Continuous Improvement

• Use PowerShell and other automation tools to improve service delivery, reduce manual tasks, and support repeatable processes.
• Support AI-driven tools, virtual agents, automated diagnostics, and workflow improvements that improve the support experience.
• Identify recurring issues, investigate root causes, and recommend permanent corrective actions.
• Create and maintain knowledge base articles, support procedures, checklists, and technical standards.
• Participate in IT projects, upgrades, migrations, technology rollouts, and operational improvement efforts.

Additional Duties for Lead Level Consideration

• Provide technical leadership and day-to-day guidance for other support staff.
• Assist with prioritizing work, handling escalations, and ensuring timely resolution of complex support issues.
• Coach and mentor team members on troubleshooting methodology, documentation standards, customer service, and ownership.
• Promote accountability, knowledge sharing, follow-through, and continuous improvement across the support team.
• Lead or assist with root-cause analysis, operational standards, process improvements, and support team readiness for new technologies.
• Help evaluate tools, automation opportunities, endpoint management practices, and support procedures.

Required Qualifications

• Associate degree in Information Technology or related field required; Bachelor's degree preferred.
• 2+ years of technical support experience in an enterprise environment, or equivalent combination of education and experience.
• Strong knowledge of Microsoft 365, Windows 11, Active Directory, Microsoft Entra ID, networking fundamentals, hardware troubleshooting, and software troubleshooting.
• Experience using enterprise ticketing systems and remote support tools.
• Ability to diagnose technical issues, research unfamiliar problems, identify root causes, and follow through to resolution.
• Strong customer service, written communication, verbal communication, organizational, and documentation skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Valid driver's license with acceptable driving record.

Preferred Technical Skills

• Hands-on experience with Microsoft Intune, Windows Autopilot, endpoint policy management, and device compliance.
• Experience administering or supporting Exchange Online, Teams, SharePoint Online, OneDrive, Endpoint Security, Conditional Access, and Microsoft Defender.
• Working knowledge of PowerShell scripting, automation, Active Directory administration, and Group Policy.
• Familiarity with hybrid cloud and on-premises environments, Windows Server, backup, antivirus, patch management, and endpoint lifecycle practices.
• Understanding of AI-powered support tools, automated diagnostics, virtual agents, and automation-enabled support processes.

Preferred Soft Skills and Work Behaviors

• Adaptability and willingness to learn new technologies, tools, and support methods.
• Accountability and ownership from issue intake through final resolution.
• Curiosity and ability to dig into problems, understand how systems work, and avoid surface-level fixes.
• Strong analytical thinking, sound judgment, and practical problem-solving skills.
• Professionalism, patience, and a service-oriented approach when working with users and teammates.
• Ability to clearly explain technical concepts to both technical and non-technical audiences.
• Collaborative mindset with a willingness to share knowledge and help improve the team.

Additional Qualifications for Lead Level Consideration

• 5+ years of progressively responsible IT support experience preferred.
• Demonstrated experience mentoring, coaching, or guiding technical team members.
• Proven ability to handle escalated issues, perform root-cause analysis, and drive permanent corrective actions.
• History of improving support processes, documentation, standards, automation, or operational efficiency.
• Ability to influence peers, reinforce accountability, and help establish best practices across the support team.

What You Bring

You're methodical, resourceful, and motivated by efficiency. You have a passion for technology and a forward-thinking mindset that allows you to adapt quickly to evolving IT landscapes. Your enthusiasm for automation and innovation will make you an essential part of a team that's redefining how user support is delivered.

Altorfer Inc. offers an industry leading compensation and benefit package:

• Health, Dental, Vision, Disability, and Life Insurance
• 401(k)
• Paid Holidays
• Paid Parental Leave and Funeral Leave
• Paid Time Off: Prorated 80 hours of PTO + 1 Floating Holiday
• Education Assistance
• Personal Tool Insurance, and Safety Equipment Reimbursement
• Voluntary Benefits: Supplemental Insurance, Accident, Critical and Hospital Indemnity Insurance, Legal Assistance and Identity & Fraud Protection

This position requires work in both office and warehouse environments. The employee may sit at a desk for extended periods, answer phone calls, and use written or electronic communication. The role also requires frequent walking, climbing, bending, and lifting to 75 lbs. Approved safety equipment, including safety glasses with side shields, safety gloves, and safety-toe footwear, must be worn. Noise levels are typically low in the office and low to moderate in the warehouse. Flexibility to work overtime during peak seasons is required, and occasional local travel may be necessary. These physical demands are representative of those required to perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Why Work for Altorfer?

At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the "A-Team" and is critical to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and a remarkable team of people to work with.