Position Purpose

The IT Support Specialist II is an integral member of the MiHIN team, supporting all internal technical assistance tickets sent to MiHIN. In this role, the IT Support Specialist II will diagnose and resolve technical issues with hardware or software systems. They will speak with users over the phone, through tickets, or via online chat to understand, troubleshoot, and resolve technical issues.

To be successful in this role, an individual must enjoy helping others; this is a role where most of the time is spent helping users/co-workers with their requests. This position is front and center and will have near-constant interaction with others.

At MiHIN, we recognize that our diversity is our greatest strength. We draw on the differences in who we are, what we've experienced, and how we think to best serve our stakeholders and our communities. Because our family of companies serves everyone, we believe in including everyone. This means we strive to hire the most talented and qualified employees that are diverse in thinking and by race, gender, gender identity, gender expression, age, religion, sexual orientation, physical abilities, and socio-economic upbringing.

This is a full-time position where days and hours vary Monday through Friday, 8:00 AM to 8:00 PM.

Duties and responsibilities

Primary responsibilities include performing Identity & Access Management Tasks, Corporate Windows Workstations, Employee Mobile Phones, and Cloud-Based Virtual Workstations. This includes, but is not limited to, tasks such as Onboarding/Offboarding Users, Granting Additional Access Requests, Life-Cycle Management of End User’s Hardware, Operating Systems & Software, and Life-Cycle Support of Cloud-Based Virtual Desktops.

This position is also responsible for planning and executing small-to-medium scale infrastructure End User projects. Typical projects may include hardware refreshes, new business initiatives, and updates to existing services that require planning, attention to detail, and execution.

Primary job duties and responsibilities:

• End User Identity & Access Management (IAM) Tasks (Creating/Disabling/Deleting Users, Resetting Passwords, Setting up Multi-Factor Authentication (MFA).
• Life-Cycle Management of End User Devices, including asset management, imaging, shipping, and break-fix support.
• End User Application Support assisting with installation and support of O365 Applications and job specific applications (WSFTP, Notepad++, 7zip, Python, etc.).
• Mobile Phone Support: Installing and Using O365 Apps on Employee Phones.
• Office 365 User / Licensing Support
• PC/Laptop/Software Testing: supports integration and system testing before the final release of new and upgraded products and services.
• Standards and Best Practices: participates in developing best practices, including capacity planning, monitoring, configuration, security, historical metrics, recovery strategies, and migration strategies. Responsible for validation of and adherence to these defined standards.
• Follows and executes MiHIN security and operational policies as directed by Security Director
• Utilize change management procedures to improve system reliability and performance
• Ensure that Information MiHIN produces, maintains, stores, or transmits remains secure through adherence to MiHIN's Security Policies and Procedures
• Perform other duties as assigned.

Qualifications

Required qualifications:

• 5 Years’ Applicable Industry experience with either a BA/BS in IS discipline or Applicable Industry Certification(s)
• Demonstrates through knowledge of Windows 10 OS
• 5 Years’ experience with O365, Active Directory and Azure AD
• 5 Years’ of hardware technologies and systems support – in the following: administration, configuration, troubleshooting, performance tuning, security, and general maintenance of Windows Intel platforms.
• Thorough Understanding of TCP/IP, DNS, and DHCP
• 5 Years’ Experience Configuring Single Sign-On (SSO) and MFA
• 3 Years’ Experience with Okta

Direct reports

May supervise an Intern.