IT Specialist (Microsoft 365 & End-User Support)

This is a remote position.

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 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





13. COMPENSATION & EMPLOYMENT DETAILS


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


Terms:


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
















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