IT Endpoint & Support Specialist

ERS is a national non-profit consulting firm that empowers school system leaders to make transformative shifts in resources, structures, and practices so that all students–especially those with the greatest learning needs and those furthest from opportunity–attend a school where they can learn and thrive. At ERS, we embrace teamwork and innovation to influence sustainable, equitable change in some of the country’s largest school districts. If you want to join a team of talented and committed professionals within a mission-driven, fast-paced organization, this is the place for you! Role overview The IT Endpoint & Support Specialist owns the technology our staff use every day: laptops, software, and the accounts behind them. You will manage our fleet of Windows devices from purchase through retirement, handle the technology side of onboarding and offboarding in partnership with our People team, and serve as the front-line contact for hardware, software, and access requests. The IT Endpoint & Support Specialist reports to the Associate Director of Technology. Who should apply You have a strong IT foundation, a growth mindset, and a genuine interest in developing deep expertise in endpoint management, device security, and IT operations. You're energized by identifying problems, creating solutions, and leading projects that improve the technology experience of team members, whether through process improvements, training programs, asset management, or innovative uses of AI. The starting salary for this role is between $72,000 to $80,000 annually. In modeling our commitment to openness and transparency, we want candidates to understand that this range reflects expected starting pay rather than the full salary band for the role. This is to create opportunities for team members to earn raises throughout their tenure in the role. What you’ll do A successful IT Endpoint & Support Specialist is an organized and service-oriented professional who can seamlessly manage device operations, staff transitions, procurement activities, and renewal schedules while delivering responsive and professional support as the primary point of contact for the Technology Team. Specific responsibilities include: Device Fleet Management: Manage the full lifecycle of the Windows laptop fleet, including deployment, configuration, tracking, and retirement. Maintain accurate asset records and partner with the Associate Director of Technology to develop and oversee the hardware refresh and replacement program. Onboarding and Offboarding: Partner with the People team to set up accounts, devices, and software access for new hires, support internal transitions, and run a clean, secure separation process when staff depart. End User Support: Act as the primary point of contact for hardware, software, and access requests for both onsite and remote employees. Troubleshoot and resolve laptop and application issues, escalate infrastructure and security concerns as needed, and coordinate warranty claims and device repairs. Account and Access Management: Create, modify, and disable user accounts and manage permissions and group membership across Microsoft 365, Google Workspace, and other business applications. Endpoint Management and Patching: Partner with the Systems Administrator and Associate Director of Technology to manage device compliance, configuration, and security in Intune and Entra, and ensure operating systems and applications remain current. Software and License Administration: Manage software requests, installations, and license assignments, and maintain accurate software inventory and usage records. Vendor Coordination: Coordinate with hardware, software, and service vendors to procure equipment, process warranty repairs, and track orders through delivery. Documentation: Maintain accurate documentation for assets, processes, and solutions, and develop self-service resources for common user issues. User Enablement: Support user adoption and effective use of Microsoft 365 and other collaboration tools through guidance, training, and best practices. Confidentiality and Data Protection: Maintain strict confidentiality regarding information processed, stored, or accessed by staff, and help keep company and client data secure. Culture Contribution: Actively engage and contribute to culture-building initiatives rooted in learning and relationship-building, including quarterly ERS weeks. Other duties as assigned to embrace teamwork, service, and learning. What you’ll bring Experience managing Windows devices with Microsoft Intune is preferred, but we don't expect you to arrive as an expert. What matters most is some exposure to device management and a genuine interest in and learning mindset about endpoint management in depth. This role offers opportunities for growth. Over time, you'll own our hardware lifecycle program, influence device deployment and security practices, and have the autonomy to identify, propose, and lead technology improvement projects. Qualifications Meeting every preferred qualification is not required to advance in our search. These criteria are not mandatory. Alignment with our mission, values, and impact is critical. Required 2-3 years of relevant IT experience, including hands-on end user and device support Strong organizational skills, with the ability to effectively manage device inventories, support requests, procurement activities, and competing priorities while maintaining attention to detail Working knowledge of Microsoft 365 administration and user account management Some experience with device or fleet management, preferably Windows devices and Microsoft Intune Excellent written and verbal communication and strong interpersonal skills across all levels of the organization, with the ability to build trust, communicate clearly with technical and non-technical audiences, and provide effective support in high-pressure situations. Eager to learn, and take initiative to identify needs, solve problems, take responsibility for driving work forward, and a strong desire to build deeper technical expertise. Ability to work effectively both independently and collaboratively, building strong relationships across teams while managing priorities in a mission-driven environment. Support an office-centric culture with some flexibility by adhering to a hybrid work schedule, working from our office in Watertown, MA office at least three consistent days per week NOTE: Must be authorized to work for an employer in the United States. We are unable to sponsor or take over sponsorship of an employment visa; this includes (STEM) OPT, as it will require sponsorship in the future. Preferred Experience with Microsoft Entra ID, Microsoft Defender, or Salesforce administration Experience coordinating with hardware, software, and/or security vendors Experience supporting Google Workspace, Zoom, Slack, or Asana Interest in applying AI tools to improve IT support and operations About ERS We value diverse teams and the unique talents each member brings. We encourage candidates whose lived experience reflect those of the students, educators, and leaders in the districts we serve to apply. We strive to build inclusive, empowered teams by honoring individual strengths, fostering multidirectional feedback, equipping team members with the information and support needed to contribute meaningfully, and investing in one another’s success. We see these commitments as foundational to how we work together and with our district partners as we pursue equity and excellence for all students through school system transformation. ERS is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, ancestry, pregnancy, or military service. Visit our website to learn more about us, including our transformative work and vibrant organizational culture.