IT Specialist (Microsoft 365 & End-User Support)

IT SPECIALIST ROLE

Employee Retention Benefits, Inc. (ERB)

1. POSITION INFORMATION

Position Title: IT Specialist (Microsoft 365 & End-User Support)

Department: Technology / Operations Support

Reports To: Integrator (or Operations Director, if delegated)

Location: Remote / Offshore



2. PURPOSE OF THE ROLE

The IT Specialist is responsible for maintaining reliable day-to-day technology operations across ERB, ensuring that all users have secure, uninterrupted access to systems, tools, and platforms required to perform their roles.

This role owns end-user support, Microsoft 365 administration, and endpoint/security management, ensuring that the organization operates efficiently, securely, and without unnecessary technical disruption.

The IT Specialist acts as both a technical support function and a systems enabler, minimizing downtime and improving the overall employee technology experience.



3. ROLE DEFINITION

IT Specialist (Microsoft 365 & End-User Support)

Role Purpose
The IT Specialist provides hands-on technical support and manages core IT systems, with a focus on Microsoft 365, user lifecycle management, and endpoint security.

This role ensures that all users are properly onboarded, supported, secured, and equipped with the tools needed to operate effectively in a remote environment.



4. CORE AREAS OF OWNERSHIP

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



5. KEY RESPONSIBILITIES

A. End-User IT Support

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



B. Microsoft 365 Environment Management

Administer Microsoft 365 users, licenses, and access controls

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



C. User Onboarding & Offboarding

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



D. Security & Endpoint Management

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



E. Systems Documentation & Process Support

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



6. REPORTING & ALIGNMENT STRUCTURE

Direct Report

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

Works Closely With

Operations Director (workflow and system alignment)

HR (onboarding/offboarding coordination)

Finance (license cost control and system access governance)

All departments (end-user support)



7. AUTHORITY & BOUNDARIES

? Authority

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



? Boundaries

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



8. KPIs & SCORECARD (EOS-ALIGNED)

The IT Specialist is measured on:

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



9. WHAT SUCCESS LOOKS LIKE

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



10. SUPPORT MODEL & EXPECTATIONS

Full-time, remote IT support role

Availability during standard business hours

Responsible for both:

reactive support (issue resolution)

proactive support (system monitoring and improvements)



11. IDEAL CANDIDATE PROFILE

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



12. PREFERRED / BONUS EXPERIENCE

Experience with GoHighLevel (GHL) administration or integrations

Familiarity with ---------- 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



13. COMPENSATION & EMPLOYMENT DETAILS

Employment Type: Full-time

Compensation: $1,500 per month

Work Arrangement: Remote

Schedule: Full-time availability during business hours

Apply Here: ----------