Apprentice (IT Support Specialist)

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SDI Presence LLC is an IT consultancy and managed services provider (MSP) that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 28-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid multicloud infrastructure solutions to optimize our clients’ technological environments. SDI is NMSDC-certified, with a portfolio of clients that includes some of the nation’s largest airports, utilities, commercial real estate portfolios, and government agencies. SDI is backed by Abry Partners, a Boston-based sector-focused private equity firm with $5B under management and more than 30 years of experience in the technology market. Visit us at SDIPRESENCE.COM and connect with us on X and LINKEDIN.

Although we list out what we generally look for in this job description, we are very likely missing other attributes and skills that you have that could make you a great fit but are not currently listed. The point we’re getting at is it doesn’t hurt to take a chance and apply!

SDI’s client is committed to advancing enterprise technology through hands-on support and innovative solutions. As an Apprentice IT Support Specialist, you will join a team dedicated to delivering exceptional IT service and support for Microsoft Co-Pilot and M365 Office Suite users.

Our organization values curiosity, initiative, and continuous learning, and we encourage candidates with diverse backgrounds and skills to apply—even if you don’t meet every requirement listed.

Summary

The Apprentice IT Support Specialist provides frontline technical support for Microsoft Co-Pilot and M365 Office Suite users. This role offers hands-on experience in troubleshooting, client communication, and IT service delivery, while developing foundational skills for a career in enterprise technology. You will be responsible for diagnosing and resolving basic technical issues, documenting solutions, and escalating complex problems to higher-level support teams. This position is fully on-site 5 days/week.

Responsibilities

Respond to client inquiries and provide technical support via phone, email, and chat
Diagnose and resolve basic Microsoft Co-Pilot issues for M365 Office Suite users
Document and track issues in ticketing systems (e.g., Jira, ServiceNow)
Escalate complex problems to L2/L3 support teams
Follow up with clients to ensure issues are fully resolved
Maintain technical documentation and service catalog
Participate in team meetings and contribute to knowledge sharing
Support M365 Co-Pilot processes (training completion reporting, license tracking, etc.)

Requirements

Genuine curiosity for AI and enterprise technology
Familiarity with Microsoft Co-Pilot
Knowledge of M365 Office Suite (Word, Excel, Outlook, Teams, etc.)
Familiarity with Windows operating systems
Experience with ticketing systems (e.g., Jira, ServiceNow)
Proficiency in remote desktop tools
Understanding of basic IT concepts and terminology
Strong time management and organizational skills
Strong communication and problem-solving skills
Attention to detail for client issues and ability to escalate as needed
Willingness to take initiative and learn independently

Deliverables

Timely resolution of support tickets submitted via ServiceNow, email, or phone
Accurate documentation of issues and resolutions
Status reports and updates for team and client stakeholders
Participation in training and process improvement initiatives

Learning & Growth Opportunities

Structured training on Microsoft Co-Pilot and M365 Office Suite
Exposure to enterprise IT service delivery and support workflows
Mentorship from experienced IT professionals
Opportunities to contribute to process improvement and knowledge sharing

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer Statement

SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Staffing Firms

SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.

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