Own and resolve L2 escalations for hardware, OS, application, and connectivity issues; document work and resolutions in the ITSM tool and escalate to L3/vendors when required.
Restore normal service as quickly as possible and manage service requests per Service Desk practice (incident/request).
Endpoint & Device Management
Image, enroll, and manage Windows devices using Microsoft Intune
Handle app deployments, patching, compliance, and BitLocker.
Support Onboarding, device re-imaging, and lifecycle tasks
Maintain accurate device inventory and asset tags.
Platform & Productivity
Troubleshoot Azure AD/Microsoft Entra ID sign-in, profiles, and access issues; perform password resets and basic account admin per policy.
Support Microsoft 365 apps (Outlook, Teams, OneDrive, Office desktop), collaboration tools, printing, and basic AV/meeting room setups.
Deskside / Field Work
Perform hardware break/fix on laptops, desktops, docks, and peripherals; coordinate OEM warranty repairs.
Execute IMAC activities; manage asset recovery, tagging, and disposal following process.
Provide occasional smart-hands support for local network/room equipment under guidance from L3 teams.
Knowledge, Quality & Continuous Improvement
Maintain accurate ticket updates and knowledgebase articles; contribute to SLAs/KPIs and continual improvement.
Apply ITIL® 4 service desk practice concepts (communication focus, user experience) in daily operations.
Working @ SLR
Here's what else you'll enjoy as part of our team:
Competitive total compensation package including medical, dental, orthodontia, vision, FSA/HSA, generous PTO accrual, 10 paid holidays, 401(k) retirement account with company matching program, company paid life insurance, short & long term disability insurance, and employee assistance program.
The salary range for this position is $80,000.00 - $85,000.00. Final agreed upon compensation will be commensurate with individual education, professional designation, experience, internal parity, and location.
Full-time, permanent role with opportunities for professional growth and advancement
Qualifications/Education/Memberships:
2-4 years in desktop/deskside or Tier-2 support with proven L2 ticket ownership/resolution.
Strong hands-on experience with Windows 10/11, hardware break/fix, imaging, and IMAC processes.
Exposure to macOS.
Working knowledge of Microsoft Intune/Endpoint Manager (enrollment, profiles, compliance, app deployment) and familiarity with SCCM/ConfigMgr.
Experience supporting Azure AD/Microsoft Entra ID identities and Microsoft 365 apps (Teams/Outlook/Office).
Practical understanding of network basics (LAN/Wi-Fi/VPN) for endpoint troubleshooting.
Strong customer service, communication, and documentation skills; ability to work independently on site.
Requirements
ITIL® 4 Foundation/Practitioner (Service Desk practice familiarity).
Microsoft certifications (e.g., MD-102/Modern Desktop, SC-900, or equivalent) and CompTIA A+/Network+.
Experience with Windows Autopilot, BitLocker, and Endpoint security integrations via Intune.
Core Competencies
Advanced troubleshooting & root-cause analysis for endpoint issues in a multi-site environment.
Service mindset aligned to ITIL® 4 (restore service quickly, great communications, accurate records).
Asset discipline (receipt, tagging, inventory, disposal) and change/documentation hygiene.
Diversity, equity, and inclusion (DE&I) are at the core of who we are and want to be.
SLR is proud to be an Equal Employment
Benefits
Dental insuranceVision insurance401(k)Paid time offRemote work optionsEquity / stock options
Additional Information
We are SLR Consulting (US), a 500+ coast-to-coast team of advisory, environmental/engineering, and regulatory professionals. We deliver environmental and sustainability services to our clients through the integration of over 30 advisory, technical environmental, and engineering disciplines to help clients address some of their most complex challenges around sustainability. We are Making Sustainability Happen.
As our new Technical Support Specialist , you will play an important role on a team whose work is essential to achieving this goal.
Role
The Technical Support Specialist provides advanced, in-person and remote support for end-user devices and workplace technologies, resolving incidents escalated from Tier 1 and fulfilling service requests in line with ITIL 4 best practices. The role focuses on Windows 11 endpoints, Microsoft 365, Azure AD/Microsoft Entra ID, and device management via Microsoft Intune/Endpoint Manager, with hands-on responsibilities for hardware break/fix, imaging, IMAC (installs/moves/adds/changes), and conference room/meeting tech.
Slrconsulting · New York, NY