On-Site Support, Specialist I - Macomb, M

Purpose

The purpose of this role is to operate and support both the general IT environment and the secure CMMC Level 2 / ITAR‑regulated environment. This role ensures the company maintains strict compliance boundaries by managing the CMMC computing environment, supporting endpoints and infrastructure, and coordinating with external MSSP on regulated operations, and keeping compliance documentation accurate and audit‑ready. The specialist also provides day‑to‑day technical support and user training so employees can work securely and effectively.

Job Duties and Responsibilities

• Support the day-to-day IT operations including PCs, applications, mobile, printers, procurement, and infrastructure.
• Install, configure, and troubleshoot software applications, operating systems, network and updates.
• Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.
• Identify and resolve network connectivity and general IT-related issues for end-users.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Experience with A/V conference room equipment and conference room troubleshooting.
• Collaborate with other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Ensure compliance with CMMC L2 and ITAR requirements.
• Participate in Change Control Board (CCB) processes and maintain documentation for SSP and POA&M updates.
• Lead process improvements and technology upgrades.
• Support endpoint management, infrastructure, patching, and vulnerability remediation in coordination with managed service providers.
• Gathering evidence for regulatory compliance audits.
• Participate in on-call rotation and provide support during off-hours as necessary.

Qualifications

• Bachelor’s degree in computer science (equivalent), and five years of experience supporting internal infrastructure and desktop systems, application training and overall incident ownership and management. 5-8 years of experience required if no degree.
• Working knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Imaging, Windows OS, Apple iOS, administration and security, deployment and management, automation technologies.
• Hands on experience on LAN/ WAN, Wireless Networks; working and managing a switched network.
• In depth knowledge of MS Teams, and other video conferencing and projection solutions.
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technological trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.
• Experience working in a regulated environment, i.e. ISO, SOX, TISAX.
• Working following guidelines with minimal guidance.

Competencies

• Windows Desktop and Server OS support
• Infrastructure Hardware diagnostics and repair
• Device imaging (Autopilot, MDT, Intune)
• Application support and deployment
• Microsoft 365 administration
• Active Directory user/group management
• Entra ID (Azure AD) identity management
• MFA and access troubleshooting
• Intune device compliance and configuration
• Networking basics (DNS, DHCP, VLANs, Wi‑Fi, VPN)
• Basic switch and firewall triage
• Backup and restore basics
• Virtualization fundamentals (VMware/Hyper‑V)
• Endpoint security/EDR awareness
• BitLocker and encryption support

Competencies, Continued

• Change management discipline
• Incident and problem management
• Following SOPs and controlled‑environment procedures
• Evidence collection and audit readiness (CMMC/NIST/ISO)
• Asset and configuration management
• Clear documentation and ticketing
• Rack/stack and cabling standards
• Device lifecycle management
• Monitoring and alert response
• Customer service and communication skills
• Prioritization and attention to detail
• Ownership and follow‑through
• Teamwork and collaboration