IT Support Specialist

The AME Group

. Resolve advanced desktop and application issues, including performance problems, application conflicts, and registry-level troubleshooting .

Posted 10/2/2026full-timeIndianapolis • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Microsoft 365 administration, Active Directory management, and advanced troubleshooting of desktop and application issues. Proficient in security awareness and backup/recovery solutions, with a strong focus on customer service and team collaboration.

Highest-signal resume keywords

Microsoft 365 AdministrationActive Directory AdministrationAdvanced Desktop/Application TroubleshootingSecurity AwarenessNetwork Fundamentals

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365 AdministrationActive Directory AdministrationAdvanced Desktop/Application TroubleshootingMacOS TroubleshootingNetwork FundamentalsBackup/Recovery KnowledgeBasic PowerShell ScriptingIntune/MEM AdministrationAzure AD Connect Sync TroubleshootingVDI/Virtual Desktop Support

Soft Skills

Excellent Customer Service SkillsStrong Written/Verbal CommunicationStrong Decision-MakingTeam-Oriented CollaborationCommitment to Continuous Learning

Tools & Technologies

Jamf/MDMRMM ToolsPSA ToolsZoom/Teams Room Systems SupportCitrixVMware Horizon

Certifications & Qualifications

CompTIA A+Network+Apple Certified Support ProfessionalITIL Foundation

Industry Keywords

Service DeskSOPsClient OnboardingEscalation ManagementPerformance Issues

Tech Stack

Tools & technologies

AndroidAzureCitrixDNSiOSJamfMacOSVMware

About the role

Key responsibilities & impact

Resolve advanced desktop and application issues, including performance problems, application conflicts, and registry-level troubleshooting
Take over tickets escalated from AI/automation systems when automated tools cannot complete requests
Administer Microsoft 365 environments, including Exchange Online, SharePoint permissions, security groups, and conditional access policies
Perform Active Directory tasks, including user/group management, GPO troubleshooting, and basic modifications
Support macOS environments, including troubleshooting and basic Jamf/MDM administration
Troubleshoot network-related issues, including VPN connectivity, DNS/DHCP problems, and basic network diagnostics
Implement and support backup/recovery solutions, including file/folder restores
Identify and respond to security issues such as phishing attempts and malware; implement MFA
Manage software installations, deployments, and licensing issues
Perform hardware diagnostics and coordinate replacements or on-site support when needed
Document work in the service desk system with resolution notes, next steps, and time entries
Create and maintain client-specific SOPs and contribute to process improvements
Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training
Collaborate with server, network, and security teams on escalations and complex issues
Participate in client onboarding, migrations, and projects as needed
Meet or exceed SLAs for response time and resolution
Book 80% of time toward client issues and complete three SOP updates/improvements per quarter

Requirements

What you’ll need

Microsoft 365 administration (Exchange Online, SharePoint, security configurations)
Active Directory administration, including Group Policy troubleshooting and user/group management
Advanced desktop/application troubleshooting (performance issues, conflicts, complex problems)
macOS troubleshooting plus basic Jamf/MDM support
Network fundamentals (VPN, DNS, DHCP, basic diagnostics)
Backup/recovery knowledge (file/folder restore workflows)
Security awareness (phishing identification, malware response, MFA implementation)
Excellent customer service skills; comfortable working escalated client issues
Strong written/verbal communication; able to explain technical concepts to non-technical users
Strong decision-making and the ability to troubleshoot independently (even without an SOP)
Ownership mindset: accountable for driving issues to resolution and knowing when to escalate
Team-oriented collaboration and willingness to share knowledge
Commitment to continuous learning and improvement
Optional: CompTIA A+ and/or Network+
Optional: Apple Certified Support Professional (ACSP)
Optional: ITIL Foundation
Intune/MEM administration experience
Azure AD Connect sync troubleshooting
Basic PowerShell scripting
RMM tools (ConnectWise, NinjaOne, etc.)
PSA tools (Autotask, ConnectWise Manage)
VDI/virtual desktop support (Citrix, VMware Horizon)
Mobile device support (iOS/Android)
Zoom/Teams room systems support

Benefits

Comp & perks

Competitive salary and benefits package
Opportunities for professional growth and development
Collaborative and supportive work environment
Flexibility to work on a variety of interesting projects