Job Details Job Location: Reno Office - Reno, NV 89511; Position Type: Full Time; Education Level: High School; Travel Percentage: No Travel; Job Shift: Day; Job Category: Information Technology.Technical Role Summary This role provides frontline and technical support for PBS infrastructure, end‑user computing, and business applications. The IT Support / Application Support Specialist is responsible for independently resolving a high percentage of incidents while strictly following documented procedures, security controls, and escalation paths. The role serves as the technical intake point between users and Tier 2/3 teams, ensuring issues are accurately diagnosed, reproducible, and fully documented prior to escalation.Core Technical Responsibilities Serve as primary intake for IT incidents and service requests via phone, email, and ticketing systemPerform structured troubleshooting using documented workflows and root-cause isolation techniquesResolve Windows OS issues including profile corruption, OS configuration, patching, and driver-related problemsSupport endpoint hardware (desktops, laptops, printers, scanners, peripherals) including break/fix replacementAdminister Active Directory objects (users, groups) following least-privilege standardsCreate, modify, disable, and audit Microsoft 365 user accounts, mailboxes, licenses, and group membershipsTroubleshoot Microsoft 365 services (Outlook connectivity, Teams issues, OneDrive sync, SharePoint access)Perform basic network diagnostics (IP configuration, DNS resolution, gateway reachability, latency symptoms)Use RDP and approved remote support tools for endpoint and application troubleshootingDeploy and image workstations using standard build procedures and deployment toolsInstall, update, and license approved software packagesMaintain accurate CMDB/asset records and ticket documentationIdentify recurring incidents and potential systemic issues and escalate with supporting evidenceExecute limited, predefined SQL tasks (read-only queries or controlled updates) in approved environments onlyImagine Application Support Responsibilities Serve as initial technical contact for Imagine application incidents and service requestsDifferentiating between user workflow errors, configuration/data issues, and system-level problemsApply documented fixes and known workarounds for common Imagine issuesCollect detailed diagnostics (logs, screenshots, timestamps, reproduction steps, user context)Escalate to Tier 2/3 internal teams or vendor support per established escalation proceduresTrack escalations and communicate status updates to stakeholdersQualifications 5+ years of hands‑on IT support or application support experienceAdvanced Windows OS administration and troubleshooting skillsStrong experience with Active Directory and access managementEnterprise Microsoft 365 administration and support experienceExperience working in structured, ticket-driven support environmentsStrong understanding of escalation thresholds and operational boundariesPreferred Technical Skills Experience supporting small to mid-sized enterprise networksWorking knowledge of TCP/IP, DNS, DHCP, and client-server architectureRead-only or controlled SQL experienceFamiliarity with ITIL incident and problem management practicesA+, Microsoft, or equivalent technical certifications#J-18808-Ljbffr