Sr. IT Support Specialist

Piedmont Global
United States
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Training and onboarding","Troubleshooting","Autonomy"]

Serve as the senior escalation point for end-user IT support at the Arlington, VA headquarters, handling Tier 1 and Tier 2 requests and driving timely resolution across on-site and remote staff. Administer Microsoft 365 and Entra ID (user lifecycles, Exchange Online, Teams, and SharePoint/OneDrive permissions) and manage device fleets via Intune for Windows and macOS. Lead user onboarding and training, foster safe AI adoption, perform troubleshooting/root-cause analysis, and partner with security on daily hygiene and audit readiness.

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FursaFursa
Piedmont Global
Piedmont Global
1 month ago

Sr. IT Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as the senior escalation point for end-user IT support at the Arlington, VA headquarters, handling Tier 1 and Tier 2 requests and driving timely resolution across on-site and remote staff. Administer Microsoft 365 and Entra ID (user lifecycles, Exchange Online, Teams, and SharePoint/OneDrive permissions) and manage device fleets via Intune for Windows and macOS. Lead user onboarding and training, foster safe AI adoption, perform troubleshooting/root-cause analysis, and partner with security on daily hygiene and audit readiness.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the primary point of contact for IT requests via ticketing system, email, chat, phone, and desk-side support, serving as the senior escalation point for unresolved issues.
  • •Administer Microsoft 365 and Entra ID user lifecycles (provisioning, license assignment, group memberships, offboarding) and manage Exchange Online, Teams, and SharePoint/OneDrive permissions.
  • •Manage the device fleet through Microsoft Intune across Windows and macOS (enrollment, configuration profiles, application deployment, and compliance policies).
  • •Own the hardware lifecycle including laptop imaging/configuration, deployment to new hires, maintaining asset and license inventory, managing peripherals, and responsible e-waste disposal.
  • •Deliver end-user training (new hire onboarding, refresher sessions, how-to guides, office hours) and help foster safe AI adoption while performing root-cause analysis and partnering on security hygiene and audit evidence gathering.

Key Requirements

  • •4+ years in a dedicated help desk, service desk, or desktop support role with experience as an escalation point or senior technician.
  • •Exceptional customer service and communication skills, translating technical issues into plain language while staying calm and trust-building.
  • •Experience teaching or training end users, with patience to explain concepts in multiple ways.
  • •Hands-on experience using AI tools (Copilot, Claude, ChatGPT, or similar) with curiosity about how to apply them safely.
  • •Direct administration experience with Microsoft 365, Entra ID, and Intune, including users, groups, licenses, devices, and policies.
Skills:Customer serviceCommunicationTraining and onboardingTroubleshootingAutonomy
Languages:English
Tech Stack:Microsoft 365Entra IDIntuneExchange OnlineTeamsSharePointOneDriveMicrosoft IntuneWindows 11MacOSPowerShellJira Service ManagementServiceNowFreshserviceClaudeCopilotChatGPTAI toolsITSMTicketing system

Company Brief

Piedmont Global
Piedmont Global is a staffing and consulting firm that provides talent acquisition, workforce solutions, and consulting services across technology, finance, and operations to help organizations scale and execute projects.
Industry: Recruitment Agencies
Company Size: Small (11 to 50 employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: United States
Website