IT Support Specialist

 McMahon’s Best-One is a family owned company that has been in business in Fort Wayne since 1969. Here at McMahon's Best-One, we are committed to our customers, the services we provide, our local community and to our fantastic employees. 

Currently, we are looking for an IT Support Specialist to join our family.  The IT Specialist will be responsible for ensuring that our technology is running smoothly and efficiently. The ideal candidate will provide technical assistance and support to our organization’s staff and users. They will have the ability to diagnose and resolve hardware, software, and network issues, ensuring smooth and efficient IT operations.

Core Responsibilities:

Service & Support

•  Triage and resolve Tier 1 tickets via service portal and email; escalate clearly for Tier 2.
•  Own the incident lifecycle: intake ? diagnosis ? resolution ? post-mortem + knowledge article.
•  Provide white-glove support for executives and store leadership.

Device & Endpoint Management

•  Provision, harden, and maintain Windows/Linux PCs, iOS/iPadOS, and Android devices.
•  Support and maintain printers, scanners, credit card processing terminals, and desk phones across store and office environments.
•  Administer NinjaOne for RMM/patching/remote support and asset inventory.
•  Manage Apple Business Manager enrollment and assignments; manage IBM MaaS360 policies, app distribution, and compliance.
•  Patch OS and applications on a regular cadence; monitor compliance and remediate drift.

Identity, Access, & Security

•  Administer Entra ID / Azure AD (users, groups, conditional access, MFA) and support RADIUS authentication for secure Wi-Fi access.
•  Uphold least-privilege access standards; administer Microsoft Defender for Endpoint (EDR) and Microsoft Defender for Office 365 (email security); triage and respond to alerts.
•  Support phishing response, account hygiene, and security awareness initiatives.

Systems Administration

•  Administer Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams) and Zoom; manage Defender for Office 365 anti-phishing, Safe Links, and Safe Attachments policies.
•  Operate Zoom Phone: numbers, call flows, auto attendants, hunt groups, and user provisioning.
•  User and license management; light directory/policy administration.

Networking (in partnership with NetOps)

•  Perform basic administration of pfSense firewalls (rules, NAT, VPN),
•  Assist in managing Unifi and HPE Instant On switches/APs (VLANs, DHCP/DNS coordination, Wi-Fi SSIDs),
•  Monitor connectivity at stores and escalate complex issues to networking partners/vendors.

Server, Storage & Virtualization (in partnership with NetOps)

•  Assist in administering TrueNAS storage: manage pools/datasets, SMB/NFS/iSCSI shares, permissions, snapshots/replication, S.M.A.R.T. monitoring, and backup jobs.
•  Assist in maintaining on-prem and cloud virtual machine instances (Hyper-V, Proxmox, Azure): provisioning, resource allocation, patching, and basic performance troubleshooting.

Store & Line-of-Business Support

•  Support core systems: MaddenCo, BASys, Epicor, Autoflow, TireWeb.
•  Coordinate with vendors for updates, outages, integrations, and data issues; maintain environment-specific knowledge base.

Documentation & Continuous Improvement

•  Convert solved tickets into the Knowledge Base with screenshots and step-by-step flows.
•  Track and analyze ticket trends; propose and execute root-cause eliminations.

Core Stack Support

•  Devices: Windows/Linux PC, iOS/iPadOS, Android, Printers, Scanners, Credit Card Processing Terminals, Desk Phones
•  Endpoint Management: NinjaOne, Apple Business Manager, IBM MaaS360
•  Identity: Entra ID, Azure AD, RADIUS
•  Productivity: Microsoft 365
•  Collaboration: Teams, Zoom
•  Store Services (Voice): Zoom Phone
•  Networking: pfSense, Unifi, HPE Instant On
•  Servers/Storage: TrueNAS
•  Virtualization: On-prem and cloud VM instances (Hyper-V, Proxmox, Azure)
•  Line-of-Business: MaddenCo, BASys, Epicor, Autoflow, TireWeb
•  Security: Microsoft Defender for Endpoint; Microsoft Defender for Office 365

We offer a full benefits package including; medical, dental, vision, 401K Match, paid time off and more. 

When you join our team, you become part of the McMahon family and the fun fast paced environment we provide!

• Bachelor's degree in Computer Science or related field
• Proven experience in IT support or related field
• Strong knowledge of networking technologies and protocols
• Strong problem-solving skills
• Excellent communication and teamwork skills
• Ability to work independently and manage multiple tasks