IT SUPPORT SPECIALIST

Job Description Overview

The IT Support Specialist provides day-to-day technical support, and manages

employee IT onboarding. This role is responsible for setting up hardware and software, troubleshooting technical issues, supporting users, and monitoring security tools. The ideal candidate is organized, service-oriented, and able to communicate technical information clearly to employees with different levels of technical experience. This person reports to the Information Technology Manager.

Qualifications

Required Qualifications
• Associate degree in information technology, cybersecurity, computer science, or related

field, or equivalent professional experience.
• Experience providing technical support in a business environment.
• Working knowledge of computer hardware, software installation, operating systems, and

network troubleshooting.
• Familiarity with cybersecurity awareness programs and phishing prevention practices.
• Strong troubleshooting, problem-solving, and organizational skills.
• Strong written and verbal communication skills.
• Ability to explain technical information clearly to nontechnical users.
• Ability to manage multiple priorities and maintain accurate documentation.
• Ability to handle confidential and sensitive information responsibly.

Preferred Qualifications
• Experience with Microsoft 365, Windows operating systems, and user account

administration.
• Experience administering KnowBe4 or a similar security awareness platform.
• Familiarity with endpoint security, antivirus, email security, and incident-response tools.
• Knowledge of PCI security and training requirements.
• Relevant certifications such as CompTIA A+, Network+, Security+, Cisco CCNA, Cisco

CyberOps Associate, or Microsoft certifications

Responsibilities:

• IT Onboarding
• Coordinate the IT onboarding process for new employees.
• Set up and configure computers, monitors, mobile devices, and other required equipment.
• Install and configure approved software and applications.
• Create and configure user accounts, permissions, email access, and system credentials.
• Provide instructions on login procedures, password requirements, and multifactor authentication.
• Confirm that new employees have access to the systems and resources required for their roles.
• Maintain accurate records of assigned hardware, software, and user access.
• IT Help Desk Support
• Provide timely technical support to employees through the IT help desk. Troubleshoot and resolve hardware, software, networking, connectivity, printing, and user-access issues.
• Install, configure, maintain, and replace computer hardware and peripheral equipment.
• Install and update approved software.
• Document support requests, troubleshooting steps, and resolutions.
• Escalate complex or unresolved technical issues to the appropriate internal resource or third-party provider.
• Follow up with users to confirm that issues have been resolved.
• Assist with implementing and maintaining cybersecurity policies, procedures, and best practices.
• Administer and maintain the KnowBe4 security awareness program.
• Coordinate and track required employee training, including:
• Annual Security Awareness Training
• Artificial Intelligence Awareness Training
• Payment Card Industry training
• Email phishing awareness training
• Create, schedule, and monitor phishing simulation campaigns.
• Review and manage reports submitted through the Phish Alert Button.
• Follow up on reported phishing emails and escalate potential threats when necessary.
• Monitor security software, alerts, and incidents.
• Investigate, document, escalate, and assist with resolving cybersecurity incidents.
• Work with employees to reinforce safe technology and information-handling practices.
• Coordinate with third-party vendors conducting penetration testing.
• Assist with tracking and resolving findings identified during penetration tests and security assessments.

Physical and Work Requirements:
• Ability to sit or stand for extended periods.
• Ability to lift, move, and install computer equipment and related hardware.
• Ability to work at employee workstations and equipment locations as needed.
• Occasional after-hours availability may be required for urgent technical or cybersecurity

incidents