IT Support & Compliance Specialist

Key Responsibilities

• Provide Tier 1 and Tier 2 end-user support across Windows (primary) and macOS environments, Microsoft 365, collaboration tools, peripherals, and standard business applications.
• Own and resolve escalated IT issues, performing structured troubleshooting, root-cause analysis, and clear documentation before escalating to Tier 3 when required.
• Serve as the primary owner of Microsoft Intune/MDM, including device enrollment, configuration profiles, compliance policies, application deployment, patching, and device lifecycle management.
• Manager Jira, Atlassian, Bitbucket and other technology platforms that are used at Assurety and their accounts and keep track of all licensed software assignments
• Manage endpoint health and security posture by monitoring patch compliance, encryption status, EDR/agent health, and configuration drift, and driving remediation to closure.
• Administer identity and access management tasks, including user provisioning, group membership changes, role based access, and secure onboarding/offboarding processes.
• Execute and validate approved changes to endpoint and user environments in alignment with change management practices.
• Identify recurring incidents and contribute to problem management efforts by documenting root causes and implementing preventative improvements.
• Create and maintain technical documentation such as runbooks, troubleshooting guides, onboarding checklists, and knowledge base articles to improve support consistency and efficiency.
• Maintain accurate IT asset inventory and support hardware and software lifecycle activities, including deployment, recovery, and retirement.
• Support security and compliance operations by assisting with access reviews, patch and vulnerability remediation tracking, and audit evidence collection for ISO 27001 and SOC 2.
• Participate in operational security incident response activities, including endpoint containment, device isolation, evidence preservation, and escalation coordination.
• Collaborate closely with Tier 1, Tier 3, security, and compliance teams to ensure reliable service delivery and shared understanding of technical and operational requirements.
• Must be willing to learn new technologies, new processes, to improve, innovate, solve problems and help the company become mature with security, business continuity and capability maturity.

Qualifications Required

• 2–5 years of experience in IT support, service desk, or desktop support roles with demonstrated ownership of Tier 2 escalations.
• Hands-on experience supporting Windows endpoints (Windows 10/11) in an enterprise environment; working knowledge of macOS support.
• Practical experience administering Microsoft Intune or a comparable MDM solution, including device enrollment, policy management, and application deployment.
• Strong troubleshooting skills with a structured, methodical approach to diagnosing and resolving technical issues.
• Working knowledge of identity and access management concepts, including least privilege and secure onboarding/offboarding.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• High attention to detail and strong documentation skills.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

Preferred

• Experience with Windows Autopilot, Win32 application packaging, and endpoint compliance reporting.
• Exposure to PowerShell scripting or automation for endpoint management, reporting, or remediation tasks.
• Familiarity with endpoint security tooling and integrations (e.g., EDR, disk encryption, compliance signals).
• Experience supporting IT controls or audit-related activities aligned to ISO 27001, SOC 2, or similar frameworks.
• Familiarity with ITIL-based service management practices and ticketing systems.
• Self-motivated, eager to learn, and comfortable managing multiple priorities in a fast-paced support environment.
• Strong analytical and problem-solving skills with a desire to improve systems and processes.
• Team-oriented with a collaborative mindset and willingness to mentor Tier 1 staff over time.