IT & Security Support Specialist

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Act as the primary point of contact for employee IT inquiries through the ticketing system, email, or chat.

• Address or triage IT requests while adhering to established service level targets.

• Diagnose hardware, software, and connectivity problems across Windows and Mac laptops, mobile devices, and peripherals.

• Set up and configure equipment for user readiness.

• Oversee employee onboarding and offboarding processes, including account provisioning, deprovisioning, and asset tracking.

• Provide support for Microsoft 365, Google Workspace, VPN, and various productivity and collaboration tools.

• Document recurring issues and their resolutions for the internal knowledge base.

• Monitor alerts from endpoint protection, antivirus, and email security systems, escalating suspicious activities as necessary.

• Assist with access reviews, MFA enrollment, and maintaining password hygiene.

• Manage patch management and vulnerability remediation schedules.

• Support security awareness initiatives, follow up on phishing simulations, and conduct new-hire security training.

• Assist in incident response by performing initial triage, gathering evidence, and documenting findings.

• Manage user accounts, groups, and permissions in Active Directory and Azure AD or Entra ID.

• Provide support for MDM through platforms like Intune or Jamf, including policy deployment and compliance checks.

• Help with basic network troubleshooting and escalate more complex issues as needed.

• Support maintenance windows, software rollouts, and system health checks.

• Keep records of assets, licenses, and configurations updated.

• Adhere to and assist in refining IT and security procedures, checklists, and runbooks.

• Translate technical issues into plain language for non-technical staff.

• Accurately log time and ticket status for reporting and continuous improvement.

⛳️ Requirements

• An associate's or bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field is preferred; equivalent professional experience may substitute for a formal degree.

• 0–2 years of experience in help desk, technical support, or an IT internship environment.

• Ability to quickly learn new tools and methodically resolve unfamiliar technical issues.

• Experience with ticketing systems such as Jira Service Management, Freshservice, or Zendesk is advantageous.

• Strong written and verbal communication abilities.

• Patience and empathy when assisting non-technical colleagues.

• Dependability, attention to detail, and sound judgment when managing sensitive account or security information.

• Basic knowledge of Windows and macOS operating systems and common troubleshooting techniques.

• Familiarity with Microsoft 365 or Google Workspace administration, including mailbox and license management.

• Fundamental understanding of TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.

• Exposure to identity and access management, MFA, and least-privilege access principles.

• Familiarity with antivirus, EDR, and patch management is a plus.

• Exposure to Intune or Jamf is a plus.

• Basic experience with PowerShell or other scripting/automation tools is a plus but not mandatory.

• A working schedule in EST is preferred.

🏝️ Benefits

• Competitive salary.

• A collaborative, growth-oriented culture.

• 401K with matching contributions.

• Excellent employee healthcare options.

• Paid vacation days, holidays, and personal days.

• Opportunity to make a measurable impact.

• Great Place to Work® Certified™ Company.

• 100% remote work.

• Occasional travel for key internal workshops, planning sessions, or team gatherings, with plenty of notice.

• A working schedule in EST is preferred.

• Ntara supports continued certification growth.

• An inclusive workplace culture.