IT Specialist (Microsoft 365 & End-User Support)

About Us Employee Retention Benefits, Inc (ERB) is the #1 employee benefits firm on the West Coast. ERB began as an enrollment firm partnering with some of the top brokers in the United States. The ERB team has extensive experience in all phases of the business of employee benefits and with that ERB has a unique understanding of the grassroots needs for employee benefits. The entire ERB team is skilled in both the best practices of the past as well as evolving tactic, solutions and products. A guiding principle of ERB is an ongoing commitment to customer service and the customer experience. ERB believes that there is a disconnect between the customer, their employees and the plan design. ERB has developed a very specific program to understand the needs of every account, eliminating the cookie cutter solution and replacing that with a customized plan; for every customer. Job Description 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