Technical Specialist — Microsoft 365, Applications & Technology Innovation
Position Overview
The Technical Specialist is a senior technical resource on a six-person Innovation & Technology team responsible for technology administration, critical business applications, projects, innovation, and day-to-day technology operations.
This is not a front-line helpdesk role. The Technical Specialist serves as a Tier 2/3 escalation resource, providing advanced troubleshooting and administration for Microsoft 365, Windows, enterprise applications, and related technologies.
This role is ideal for an experienced technical professional who is ready to move beyond high-volume helpdesk support and take greater ownership of technology platforms, applications, projects, and innovation initiatives.
The successful candidate will be adaptable, personable, technically curious, self-directed, and comfortable working with limited direction.
Key Responsibilities
Microsoft 365 & Advanced Technical Support
- Provide Tier 2/3 escalation support for complex Microsoft 365 and end-user application issues.
- Administer Microsoft 365 services, user accounts, permissions, access, configurations, and application settings.
- Troubleshoot complex issues involving Microsoft 365, Windows, browsers, authentication, permissions, and enterprise applications.
- Identify recurring issues and recommend improvements to system reliability and user experience.
- Partner with the front-line helpdesk by providing advanced troubleshooting and technical guidance.
- Support Microsoft 365 upgrades, changes, migrations, and ongoing optimization.
Enterprise Applications & Systems
- Provide expert technical support and administration for critical business applications.
- Manage application users, permissions, access, configurations, and operational requirements.
- Troubleshoot application compatibility, integration, performance, and reliability issues.
- Work with vendors and internal teams to resolve complex technical problems.
- Maintain clear documentation of issues, configurations, troubleshooting procedures, and resolutions.
- Perform advanced Windows administration and troubleshooting, including operating systems, applications, processes, services, and endpoint technologies.
- Utilize PowerShell and other administrative tools to troubleshoot, automate, and improve processes.
- Support MDM/MAM technologies as needed.
Technology Innovation & Projects
- Research, evaluate, pilot, and recommend emerging technologies.
- Participate in technology implementations, rollouts, upgrades, integrations, and retirements.
- Support technologies throughout their lifecycle from evaluation and implementation through maintenance and retirement.
- Contribute to and lead technology innovation initiatives and projects.
- Identify opportunities to improve processes, automate work, and enhance the employee technology experience.
- Provide technical recommendations to business leaders and stakeholders.
Collaboration & Operations
- Collaborate with the front-line helpdesk, business teams, vendors, and technology stakeholders.
- Translate complex technical concepts into clear language for non-technical audiences.
- Manage priorities independently and move projects forward without step-by-step direction.
- Maintain technical documentation, procedures, and knowledge resources.
- Provide technical mentoring and support to other technology team members.
- Participate in after-hours or weekend support when required for critical projects or technology issues.
Required Qualifications & Experience
- 5+ years of IT, desktop support, technical support, systems support, or related experience.
- Demonstrated Tier 2/3 escalation troubleshooting experience.
- Strong hands-on Microsoft 365 administration and support experience.
- Strong enterprise end-user application support experience.
- Advanced Windows troubleshooting and administration skills.
- Experience with user accounts, permissions, access management, software configuration, and application troubleshooting.
- Experience with IT service management/ticketing platforms.
- Ability to independently diagnose complex technical issues and determine appropriate solutions.
- Strong analytical, problem-solving, documentation, communication, and organizational skills.
- Ability to work effectively with limited supervision and adapt to changing priorities.
Preferred Qualifications
- Microsoft 365 certifications.
- PowerShell experience.
- Microsoft Entra ID/Azure AD and identity/access management experience.
- MDM/MAM experience.
- Enterprise application administration experience.
- Experience evaluating, piloting, implementing, and retiring technologies.
- A+ and/or Network+ certification or equivalent experience.
- Bachelor's degree in Information Technology, Computer Science, or related field.
Work Environment
Hybrid: Typically 1–2 days onsite per week as business needs require; there is no fixed weekly onsite schedule.
This position offers an opportunity for a senior technical professional to move beyond front-line support and focus on complex escalations, Microsoft 365 administration, enterprise applications, technology projects, innovation, and long-term technology improvements.