IT Specialist (Microsoft 365 & End-User Support)

This is a remote position.

• End-user IT support (hardware, software, access) 
  
• Microsoft 365 administration and environment management 
  
• User onboarding and offboarding lifecycle 
  
• Security and endpoint management (Intune, Defender, MFA) 
  
• IT systems documentation and support processes 
  
  

• Provide daily technical support across: 
  

• hardware and devices 
  
• software and applications 
  
• email and access-related issues 
  

• Troubleshoot and resolve issues across: 
  

• Windows 
  
• macOS 
  
• Support Microsoft Office and common business tools 
  

• Assist users with Microsoft 365 applications: 
  

• Outlook 
  
• Teams 
  
• OneDrive 
  
• SharePoint 
  
• Deliver timely remote support to minimize user downtime 
  
  

• Configure and maintain: 
  

• Exchange Online 
  
• Microsoft Teams 
  
• OneDrive 
  
• SharePoint 
  

• Manage: 
  

• Mailboxes 
  
• Permissions 
  
• Security settings 
  
• Monitor Microsoft 365 service health and respond to issues 
  
• Optimize license allocation to ensure cost efficiency 
  

• Create and configure new user accounts 
  
• Assign appropriate system access and licenses 
  
• Set up: 
  

• Email accounts 
  
• Multi-factor authentication (MFA) 
  
• Required applications 
  
• Support device setup and user configuration 
  

• Execute secure offboarding: 
  

• Deactivate accounts 
  
• Revoke access 
  
• Ensure data security compliance 
  

• Implement and maintain security controls, including: 
  

• MFA 
  
• Conditional Access policies 
  
• password policies 
  
• Monitor sign-in activity and respond to risk alerts 
  

• Manage and configure: 
  

• Microsoft Intune (device compliance, app deployment) 
  
• Microsoft Defender for Endpoint (threat detection and response) 
  
• Data Loss Prevention (DLP) policies 
  
• Assist in investigation and remediation of suspicious or high-risk activity 
  

• Maintain IT documentation, SOPs, and troubleshooting guides 
  
• Standardize onboarding/offboarding processes 
  
• Support internal teams with system access and tool configuration 
  
• Ensure consistency in IT support workflows and resolution standards 
  

• Integrator (or Operations Director if IT is nested under Operations) 
  

• Operations Director (workflow and system alignment) 
  
• HR (onboarding/offboarding coordination) 
  
• Finance (license cost control and system access governance) 
  
• All departments (end-user support) 
  

• Owns end-user IT support and issue resolution 
  
• Owns Microsoft 365 environment administration 
  
• Owns user access, permissions, and system configurations 
  
• Owns enforcement of endpoint and identity security policies 
  

• Does not own business systems strategy (defined by leadership) 
  
• Does not implement major system changes without approval 
  
• Does not override department-specific workflows or tool ownership 
  
• Does not act as a software engineering or development role 
  

• Average response and resolution time for IT support tickets 
  
• System uptime and availability (Microsoft 365 and core tools) 
  
• User onboarding/offboarding completion accuracy and timeliness 
  
• Security compliance (MFA, device compliance, access control) 
  
• Number of recurring IT issues (trend reduction) 
  
• License utilization efficiency and cost optimization 
  

• Users experience minimal downtime and fast issue resolution 
  
• Onboarding and offboarding processes are seamless and secure 
  
• Microsoft 365 environment is stable, organized, and optimized 
  
• Security risks are proactively managed and minimized 
  
• IT issues are resolved systematically, not repeatedly 
  
• Employees have confidence in IT support and systems reliability 
  

• Full-time, remote IT support role 
  
• Availability during standard business hours 
  
• Responsible for both: 
  
• reactive support (issue resolution) 
  
• proactive support (system monitoring and improvements) 
  

• Proven experience in IT support or systems administration 
  
• Strong knowledge of Microsoft 365 administration 
  
• Experience supporting Windows and macOS environments 
  
• Familiarity with: 
  

• Microsoft Intune 
  
• Microsoft Defender 
  
• IT security best practices 
  
• Strong troubleshooting, communication, and documentation skills 
  
• Ability to work independently in a remote environment 
  

• Experience with GoHighLevel (GHL) administration or integrations 
  
• Familiarity with n8n.io or similar workflow automation tools 
  
• Understanding of APIs, webhooks, and SaaS integrations 
  
• Experience in small to mid-sized business environments 
  
• Knowledge of identity and access management frameworks 
  

• Employment Type: Full-time 
  
• Compensation: $1,500 per month 
  
• Work Arrangement: Remote 
  
• Schedule: Full-time availability during business hours 
  

• Scope of responsibilities and performance expectations are defined upfront 
  
• Role may evolve based on business and technology needs