Technical Support Specialist

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About MetagenicsMetagenics believes in helping people live happier, healthier lives by realizing their genetic potential. It’s why, when we defined Metagenics’ Mission, Values, and Vision, we started with our company’s own DNA. United by purpose and core values (Integrity, Authenticity, Respect, Diversity & Inclusion and Healthy & Happiness) the Metagenics’ team is dedicated to providing effective nutritional products and solutions, for healthcare professionals.People Culture FirstWe believe the way we do business is as important as the business we do; that a company in the nourishment business should nourish its people, too. So, we incorporated healthy, sustainable care into every dimension of our culture. Our diverse and expansive team are a prime example of the power of a people-first approach. We know first-hand, when an organization prioritizes internal growth and fosters empathy, its people come together to set an example of what the world can become.

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The Role

 

Metagenics is seeking a highly service-oriented and technically capable Technical Support Specialist to provide responsive and reliable technical support to a diverse user base, including office-based general business users and remote sales teams. This role is an individual contributor position responsible for delivering high-quality end-user support across laptop, application, and collaboration environments in a fast-paced business setting.

 

The ideal candidate combines strong endpoint and application support expertise with excellent communication skills, strong attention to detail and a proactive approach to problem-solving. This position requires the ability to work independently, anticipate user needs, and collaborate effectively with infrastructure, security, and application teams.

 

 

Key Responsibilities

 

End-User & Business Support

• Provide timely and professional IT support to office-based and remote users across the organization.
• Serve as a primary point of contact for laptop, application, and access-related issues.
• Communicate with users to understand technical needs, perform root-cause analysis, and drive issues through to resolution.
• Build positive working relationships with users through consistent service delivery and clear communication.

 

Endpoint & Device Support

• Diagnose and resolve hardware and software issues across Windows and macOS laptops, desktops, and peripherals.
• Install, configure, and support endpoint devices, including laptops, monitors, docking stations, printers, and accessories.
• Support employee onboarding by preparing, configuring, and deploying laptops, user accounts, and required applications for new hires.
• Coordinate hardware provisioning, access setup, and day-one readiness to ensure a smooth onboarding experience.
• Perform operating system installations, upgrades, patching, and troubleshooting.
• Configure and support mobile iOS devices (iPhones & iPads), including enrollment in device management platforms.

Application & Collaboration Support

• Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office desktop applications.
• Support collaboration and conferencing platforms such as Teams, and Teams Rooms meeting room AV systems.
• Troubleshoot authentication, access, and performance issues related to SaaS and business applications.

 

Identity, Access & Security Support

• Assist with user and device access management using Active Directory and Entra ID (Azure AD).
• Support account provisioning, deprovisioning, group membership, and role-based access requests.
• Assist users with MFA, password management, and secure authentication processes.
• Ensure endpoints comply with security policies, including endpoint protection and encryption requirements.
• Execute user offboarding activities, including account deprovisioning, access removal, and coordination of device returns, in accordance with security and compliance requirements.

 

Incident, Request & Asset Management

• Track incidents, service requests, and changes using an ITSM platform (e.g., Jira Service Management).
• Maintain accurate hardware inventory and asset lifecycle records.
• Ensure service level expectations are met or exceeded for supported users.
• Contribute to documentation and knowledge base content to support consistent service delivery.

Office & On-Site Support

• Provide on-site IT support for a small office environment.
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