Technical Support Specialist

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.

Responsibilities:

Incident & Request Handling

• 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

With us, there is no doubt you’ll grow your subject-matter expertise and industry knowledge. We care about investing in our employees for the long-run, and if you ask our team, they’ll tell you that’s just one of the many benefits of working here. We want to be a place where you can experience career growth and satisfaction for many years.

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:

• 3–5 years in desktop/deskside or Tier-2 support with proven L2 ticket ownership/resolution.

• Strong hands-on experience with macOS, hardware break/fix, imaging, and IMAC processes.

• Exposure with Windows 10/11.

• 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.

Preferred Qualifications:

• ITIL® 4 Foundation/Practitioner (Service Desk practice familiarity).

• Apple Certified Support Professional (ACSP)

• 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 Opportunity / Affirmative Action Employer.  We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, gender, sexual orientation, civil union status, age, citizenship, marital status, disability, gender identity or expression, genetic information, or veteran status.    
At SLR, we embrace diverse cultures, perspectives, skills, and experiences within and outside our organization. We respect and celebrate differences and want to ensure that we continuously strive to build a place where everyone feels included and is encouraged to be their authentic self.  
We are committed to these values, and our SLR Culture & Diversity Team works to actively promote diversity, equity, and inclusion across our people and talent processes, operations, and client work around the world. If you have a disability and need reasonable accommodations at any point in the application or interview process, please contact us at [email protected]