Status: Full Time / Hybrid – 3 to 4 days on site, Assurety HQ – Sterling, VA
Experiance: 2-4 Years
Benefit: Competitive Pay, Generous PTO and Holiday Schedule, Comprehensive Health Plan, 401(k), and Collaborative Team Atmosphere
Summary: Assurety is an industry leader in the postal and parcel ecosystem, with 21+ years of experience serving government and commercial sectors, including postal/parcel, marketing, finance, retail, and higher education. We leverage data and technology to solve complex problems, fostering a culture of collaboration, innovation, and ownership. Our solutions help clients save lives, cut costs, boost revenue, strengthen the U.S. economy, and enhance customer experiences.
This position is ideal for early- to mid-career IT professionals with strong hands-on support experience, a solid foundation in Windows endpoint management, and an interest in growing toward systems and endpoint engineering. As an IT Support Specialist II, you will provide hands-on Tier 1 support as needed, own Tier 2 escalations, and serve as the primary administrator for Microsoft Intune/MDM in a Windows-heavy environment with some macOS support. You’ll work closely with security and compliance partners to support ISO 27001 and SOC 2 operational controls while building the technical depth, documentation discipline, and automation mindset needed to grow into a Tier 3 role. If you enjoy solving problems, improving systems, and taking ownership of endpoint operations, we’d love to meet you.
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.
What Success Looks Like in This Role
- You quickly learn the endpoint, identity, and support environments you manage and become a trusted owner of Tier 2 issues and Intune/MDM operations.
- You consistently deliver thorough, accurate ticket documentation and clear user communication, reducing repeat incidents and unnecessary escalations.
- You maintain healthy, compliant endpoints through effective patching, configuration management, and proactive remediation.
- You contribute high-quality documentation and runbooks that improve service consistency and accelerate issue resolution for the team.
- You reliably support security and compliance needs by producing accurate evidence, completing access reviews, and tracking remediation activities to closure.
- You demonstrate increasing technical depth, automation capability, and systems thinking, positioning yourself for expanded Tier 3 responsibilities over time.
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