IT Support & Operations Specialist

The IT Support & Operations Specialist provides day-to-day technology support to RJA employees across corporate remote and field locations. The position serves as a primary point of contact for Help Desk requests and is responsible for end-user support device deployment account and application access mobile-device support technology purchasing equipment lifecycle coordination and first-line support for key business and field systems.

The role works closely with internal IT staff vendors carriers and managed service providers to resolve technology issues quickly and appropriately escalate advanced technical issues.

Support is delivered primarily remotely and spans traditional end-user technology as well as Microsoft 365 mobile devices business applications fleet technology and project-location technology. Ticket volume above refers to employee-generated requests requiring human review and excludes the substantially larger volume of automated alerts and informational system notifications.

End-User & Help Desk Support

• Provide Tier 1 and Tier 2 support for laptops desktops mobile devices printers scanners peripherals Microsoft 365 and common business applications.
• Troubleshoot hardware software email login account permissions MFA Authenticator and connectivity issues.
• Deliver remote support to employees in corporate offices field offices project locations and home offices.
• Manage assigned Help Desk tickets through resolution including documentation prioritization user communication follow-up and escalation.
• Identify recurring issues and help develop standard procedures or permanent solutions.

Microsoft 365 & User Access

Provide first-line support for Outlook and email Microsoft Teams SharePoint and OneDrive Microsoft 365 applications password resets and account access MFA and Microsoft Authenticator shared mailboxes and distribution groups and basic user permissions and licensing. Escalate advanced Microsoft 365 Entra ID or security administration issues to the appropriate technical resource.

Employee Onboarding & Offboarding

• Prepare and coordinate technology requirements for new employees including accounts email MFA software access laptops phones and peripherals.
• Support employee transfers name changes equipment replacements and role changes.
• Coordinate account and equipment requirements for employee separations including recovery reassignment replacement and tracking of company technology.

Field & Business Application Support

Provide first-line operational support for key RJA systems including Netradyne Driver-i / VLS Geotab / MyGeotab JDE JAMMS and mobile and field applications. Resolve common access login device application and basic configuration issues coordinating with vendors or senior technical resources when deeper platform support is required.

Mobile Device Support

• Support company-owned smartphones and tablets including activation replacement reassignment email MFA and application setup.
• Support Microsoft Intune and Samsung Knox-enrolled devices.
• Troubleshoot basic carrier SIM/eSIM cellular-service and mobile application issues and coordinate with wireless carriers and vendors as needed.

Equipment Procurement & Asset Support

• Purchase approved IT hardware mobile devices peripherals accessories and related technology; obtain quotes and coordinate with approved vendors.
• Track orders shipments returns replacements warranties equipment assignments and lifecycle records.
• Maintain appropriate inventory and spare-equipment levels and prepare stage and coordinate equipment for deployment.

Field Office & Project Support

• Assist with technology preparation for new offices field projects and mobilizations.
• Coordinate laptops phones monitors printers scanners peripherals connectivity needs and related equipment.
• Coordinate with field personnel carriers vendors and other IT resources during project startup and deployment.

Connectivity & Security Support

• Troubleshoot basic internet Wi-Fi VPN remote-access and connectivity issues and determine when escalation to network infrastructure or MSP resources is required.
• Review and triage phishing reports suspicious emails security notifications and automated technology alerts.
• Escalate potential cybersecurity incidents according to established procedures.

The IT Support & Operations Specialist is expected to troubleshoot broadly and resolve routine operational issues but is not the primary owner of advanced infrastructure engineering. Advanced responsibilities are escalated to the Systems Administrator MSP vendor or other appropriate technical resource including:

• Firewall administration and enterprise networking
• Azure architecture and server engineering
• Advanced Entra ID administration and cybersecurity engineering
• API development automation and enterprise systems integration

Competitive base pay annual profitability-based bonus eligibility for referral bonus recognition incentives and extensive training opportunities.

Comprehensive Benefit Plan options for full-time employees include Health Vision & Dental insurance 401(k) Retirement Plan Vacation Sick Leave paid Holidays Life Insurance Long-Term Disability coverage Flexible Spending Accounts Health Savings Accounts Critical Illness coverage Employee Assistance Plans and additional voluntary benefits.

Company will conduct Background Check MVR and Controlled Substance testing prior to hire.

For more information about Roy Jorgensen Associates please visit the company website.