Job Description

Position Summary

The IT Specialist plays a critical hands-on role in supporting and securing RPG Digital's growing technology environment. This position is responsible for configuring, maintaining, and supporting company hardware; monitoring system health and security through Remote Monitoring and Management (RMM) tools; and ensuring the integrity of data, systems, and endpoints across all devices.
In addition, the IT Specialist assists in managing user access and security policies within Microsoft Entra (Azure Active Directory) and related systems to maintain a secure and efficient IT environment. The role also includes supporting network infrastructure, compliance initiatives, and automation workflows that improve visibility, efficiency, and control across the enterprise.
The IT Specialist contributes to IT inventory control, software deployment, endpoint compliance, and user provisioning processes -- ensuring all systems remain secure, standardized, and up to date.
As an integral member of the IT team, the IT Specialist collaborates closely with peers and leadership to continuously improve, modernize, and harden RPG's IT and cybersecurity posture in support of organizational growth, operational excellence, and CMMC compliance.

Key Responsibilities

Hardware Configuration and SupportConfigure, deploy, and maintain company-issued laptops, desktops, and mobile devices in accordance with company standards. Manage and track hardware inventory, ensuring accurate documentation, lifecycle management, and accountability. Provide advanced technical support for hardware-related issues, including diagnostics, repairs, and replacements. Collaborate with procurement and management teams to forecast and maintain appropriate inventory levels for IT assets. Support and document asset lifecycle policies including onboarding, refresh, and decommissioning.

System Monitoring and Maintenance

Monitor alerts and performance indicators within RMM tools to ensure system uptime, security, and stability. Respond promptly to incidents, escalating issues when appropriate and maintaining detailed incident records. Perform regular system updates, patch management, and maintenance to ensure optimal performance and compliance. Track and report endpoint compliance metrics (e.g., patch status, antivirus coverage, encryption rates). Identify recurring issues and contribute to automation or process changes that reduce downtime.

Software Deployment and Management

Coordinate and execute software installations, updates, and deployments across endpoints using approved management tools (e.g., Intune, RMM platforms). Ensure software licensing compliance and maintain records of all deployed applications. Evaluate, test, and recommend new applications or tools that enhance business operations or security posture. Automate deployment and update processes where possible using scripting (PowerShell, Intune workflows, or RMM automation).

Security, Data Protection, and Compliance

Administer and monitor antivirus (AV) and endpoint detection systems to ensure all devices remain protected and up to date. Identify and respond to phishing attempts, malware incidents, or other security threats in collaboration with the IT security team. Manage data backup and recovery processes, including testing and validation of recovery procedures. Support CMMC and NIST 800-171 compliance initiatives by maintaining control documentation and evidence (e.g., MFA enforcement, patching logs, encryption verification). Participate in vulnerability scans, remediation tracking, and security awareness initiatives. Maintain and enforce cybersecurity policies, procedures, and access controls.

Network and Infrastructure Support

Assist in basic network administration tasks such as monitoring switches, firewalls, and wireless access points. Support VPN configuration, user access, and remote connectivity troubleshooting. Perform network device health checks, firmware updates, and configuration documentation under senior IT guidance. Contribute to network segmentation, backup testing, and business continuity planning.

Identity and Access Management

Administer Microsoft Entra (Azure AD) for user provisioning, access control, and policy enforcement. Manage user accounts, group memberships, and security roles across company systems. Implement and monitor multi-factor authentication (MFA), conditional access policies, and compliance settings. Coordinate with HR, Finance, and Operations to ensure proper provisioning/deprovisioning across integrated systems (UKG, NetSuite, Cobblestone, etc.).

Documentation, Automation, and Continuous Improvement

Maintain accurate and comprehensive documentation of configurations, procedures, inventory, and troubleshooting guides. Contribute to the continuous improvement of IT workflows through automation, scripting, and process standardization. Develop PowerShell or RMM-based automation scripts to streamline patching, provisioning, and compliance reporting. Track IT operational metrics (uptime, SLA compliance, resolution times) and recommend improvements based on data trends. Provide guidance and technical assistance to end users while promoting best practices and cybersecurity awareness.

Tiered Support and Escalation

Serve as the first escalation point (Tier 2) for IT support tickets, resolving complex endpoint, access, or configuration issues. Escalate advanced infrastructure or security incidents to senior IT staff as appropriate. Maintain SLA performance and ensure timely, professional resolution of all support issues.

Qualifications

Education and ExperienceAssociate or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience. Minimum of 3-5 years of experience in IT support, endpoint management, or systems administration.

Technical CompetenciesProficiency with RMM platforms (e.g., NinjaOne, Datto, ConnectWise, or similar). Strong experience with Microsoft 365, Entra ID (Azure AD), and Intune. Working knowledge of Windows operating systems and core network fundamentals (switches, firewalls, VPNs, wireless). Experience with MDM, endpoint protection (AV/EDR), and backup platforms. PowerShell or scripting skills for automation and reporting. Familiarity with CMMC, NIST 800-171, or related cybersecurity frameworks.

Professional SkillsStrong analytical, organizational, and problem-solving abilities. Excellent communication skills with a customer-focused mindset. High attention to detail, accountability, and a continuous improvement mentality. Ability to manage multiple priorities in a dynamic, fast-paced environment.

Preferred CertificationsCompTIA A+, Network+, or Security+ Microsoft Certified: Endpoint Administrator Associate or Azure Fundamentals * Relevant RMM, MDM, or cybersecurity certifications (e.g., NinjaOne, Intune, or CrowdStrike).