IT Support Specialist

The IT Support Specialist is responsible for providing technical support across all tiers, troubleshooting hardware and software issues, and ensuring the efficient operation of IT systems. This role supports end-users, manages IT requests, and assists in maintaining network, security, and cloud-based applications. The IT Support Specialist will work closely with the Systems Administrator and IT leadership to ensure smooth technology operations and contribute to continuous improvements in IT support processes.

Essential Responsibilities and Duties:

1. Technical Support & Troubleshooting

• Provide support across all tiers of IT issues, including hardware, software, and network troubleshooting.
• Respond to and resolve IT support requests via phone, email, and ticketing systems.
• Set up, configure, and maintain workstations, laptops, printers, and mobile devices.
• Troubleshoot connectivity issues with Wi-Fi, VPN, and network infrastructure.

2. System & Software Support

• Assist in managing user accounts, permissions, and access rights in Active Directory and Microsoft 365.
• Install, configure, and support business applications and productivity tools.
• Assist in software updates, patches, and security configurations.
• Support cloud-based services, including Microsoft Azure and Office 365.

3. Network & Security Support

• Assist in monitoring and maintaining network devices, including routers, switches, and firewalls.
• Support IT security measures, including endpoint protection, phishing prevention, and access control enforcement.
• Escalate security threats and vulnerabilities to the Systems Administrator or IT leadership as needed.

4. IT Asset Management & Documentation

• Maintain inventory of IT equipment, ensuring accurate asset tracking.
• Assist in deploying and decommissioning IT hardware as needed.
• Document IT procedures, common troubleshooting steps, and user guides.

5. User Training & Communication

• Assist in training end-users on IT policies, best practices, and security awareness.
• Provide guidance on software usage, file management, and collaboration tools.
• Communicate IT updates, system maintenance, and outage notifications to employees.

6. Project & Continuous Improvement Support

• Assist in IT infrastructure projects, including system upgrades and deployments.
• Identify recurring technical issues and suggest improvements to IT processes.
• Work with the Systems Administrator to implement automation and efficiency enhancements.

7. Additional Responsibilities

• Perform any other duties as assigned by the Systems Administrator or IT leadership.
• Maintain a proactive and solutions-oriented mindset, continuously improving IT support services.
• Adhere to company policies and report any compliance concerns immediately.

Education/Experience/Knowledge Requirements:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Basic understanding of Windows operating systems.
• Familiarity with Microsoft 365 applications such as Outlook and Teams.
• Basic knowledge of iPhone setup, troubleshooting, and device management is a plus.
• Interest in learning networking basics, including IP addresses, Wi-Fi, and VPN.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to work in a team environment and follow technical instructions.

Physical Requirements:

• In an 8 hour day the employee infrequently lifts/carries 25 lbs or less.
• In an 8 hour day the employee stands/walks for less than 3 hours.
• In an 8 hour day the employee sits 6+ hours.

Travel Requirements:

Percentage of travel expected to be 10% or less on an annual basis.

This position is currently accepting applications.

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