Service Operations
Senior IT Support Specialist
- Connecticut — Wallingford or Hamden, CT
- In-person, with occasional travel
- Full-time
- $50,000 / year
Senior IT support role on the American IT Solutions Service Operations team. The role covers helpdesk operations, Microsoft 365 administration, new-employee onboarding, documentation, and client-side IT support across managed-IT engagements. You'll work alongside USA-based teammates and report into senior AIT leadership.
What you’ll do
Helpdesk and client support
- Act as a primary point of contact for IT support requests via phone, email, and ticketing.
- Troubleshoot and resolve hardware, software, and connectivity issues for remote and onsite users.
- Provide professional support to leadership and executive-level users with minimal downtime.
- Escalate complex technical issues to senior AIT teams or vendor partners when appropriate.
Microsoft 365 and onboarding
- Manage and support Microsoft 365, Teams, and user-account administration across client environments.
- Lead new-employee onboarding: account creation, device setup, access management.
- Maintain onboarding documentation and checklists to keep the process repeatable.
- Build skills in Microsoft Entra (Azure AD), Intune, and mobile device management (MDM).
Documentation and process improvement
- Create and maintain IT documentation, knowledge-base articles, and standard operating procedures.
- Identify recurring issues and develop long-term solutions that improve reliability.
- Suggest and collaborate on tooling, system, and workflow improvements.
Maintenance and security
- Perform regular system updates, monitoring, and backups.
- Manage user-access controls and help maintain compliance with internal IT policies.
- Contribute to cybersecurity and endpoint-protection initiatives.
Project support
- Support IT setup and system configuration for new client locations (occasional travel).
- Assist in technology rollouts and adoption of new solutions.
Required
- 3+ years of IT support or helpdesk experience.
- Proficiency with Microsoft 365, Windows OS, and general networking fundamentals.
- Strong troubleshooting and communication skills, including experience supporting leadership and executive-level users.
- Strong documentation and process-improvement abilities.
- Ability to work collaboratively in a fast-paced service-delivery environment.
Preferred
- Experience working at an MSP, managed-IT provider, or rapidly growing business.
- Familiarity with Microsoft Entra (Azure AD), Intune, and MDM concepts.
- Experience with remote support and ticketing tools (Zendesk, Jira, Freshdesk, or similar).
- Basic understanding of IT security best practices.
Bonus
- Prior experience supporting healthcare, professional services, or municipal industries.
- Experience with macOS environments alongside Windows.
- Working knowledge of SharePoint.
Compensation and benefits
- 401(k) with company matching
- Comprehensive health, dental, and vision insurance
- Life insurance
- Paid time off
- Sick time
- Paid holidays