IT Support Specialist

Position Description Position Summary The IT Support Specialist will provide high-quality technical support and troubleshooting for New River Electrical Company (NREC) internal customers. Reporting to the Help Desk Manager, this role focuses on resolving complex technical issues and ensuring a seamless technology experience for both office-based and remote field personnel. The successful candidate will embody a culture of ownership and accountability, ensuring that every ticket is handled with diligence and follow-through. This role is critical in executing the processes and procedures established by IT leadership to maintain consistent service delivery across the organization. Duties/Responsibilities Resolve escalated technical issues from the service desk, ensuring timely resolution and customer satisfaction. Provide advanced troubleshooting and support for PCs, mobile phones, iPads, and peripheral hardware. Support remote field personnel via remote desktop tools and phone communication to ensure operational continuity. Manage and execute complex software installations, configurations, and updates across the organization. Administer user accounts, groups, and permissions within Microsoft Entra ID and Exchange Online. Assist the Help Desk Manager in creating and maintaining technical documentation, SOPs, and knowledge base articles. Perform hands-on hardware deployment, reclamation, and disposal (end of life) for end-user computing (EUC) equipment. Collaborate with HR and business units to execute the technical requirements of the employee onboarding and off-boarding process. Identify recurring technical trends and perform root cause analysis to suggest permanent fixes rather thantemporary workarounds. Assist in the implementation of new technology solutions and EUC projects as directed by IT leadership. Provide guidance, coaching, and informal mentorship to external Tier I Support Services. Ensure compliance with company security policies and assist with physical and virtual security management. Assist with software license tracking and compliance enforcement. Support disaster recovery efforts and emergency management tasks as needed. Position Requirements QUALIFICATIONS Bachelor’s degree in Information Technology or related field, or equivalent experience leading enterprise IT support teams 2 years of Information Technology related experience Experience with PCs, mobile phones, iPads, and software support Experience supporting remote field personnel Experience with desktop support running Microsoft Windows 11 or newer and Microsoft Office Experience with incident management tools Experience installing, configuring, and supporting software applications Experience researching technical issues and finding best fit resolutions Basic understanding of network infrastructure, server infrastructure, data communications, and telecommunications systems Understanding of basic security principles, procedures, and policies Demonstrated ability to communicate effectively with peers and all levels of management. Strong leadership skills. Strong interpersonal, written, and oral communication skills. Ability to present ideas in a user-friendly language. Comfortable working with all levels of the organization. Strong organizational skills and demonstrated ability to be detail oriented. Must be willing to travel to remote sites TRAVEL Travel is limited to approximately 10%, including travel to job sites or meetings. PHYSICAL DEMANDS The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to see, talk, and hear. This position also requires remaining on your feet for 8 hours daily and lifting 50 pounds. OTHER DUTIES Please note that 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 AAP/EEO STATEMENT It has been and will continue to be a fundamental policy of the Company not to discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or status as a veteran, or any other basis protected by applicable federal, state or local law, with respect to recruitment, hiring, training, promotion, and other terms and condition of employment. #J-18808-Ljbffr