IT Support Specialist

Position Overview Our IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Specialist is to provide first‑line support for all staff. The IT Support Specialist is responsible for logging incidents and service requests, resolving support requests, ensuring service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Service Desk staff work in a dynamic, fast‑paced environment that provides services over the phone, through e‑mail, in person (for walk‑in customers) and self‑service. This position will be based out of the DMV supporting Bowers offices reporting to the I&M Sr. IT Operations Manager. Role & Responsibilities Serve as the onsite local presence of IT for our customers, providing prompt, courteous, and empathetic assistance to issues. Work with in‑house staff as well as outsourced service and hardware vendors to minimize downtime and disruption. Support users in operating a range of hardware, including printers, scanners, and other external peripherals. Maintain, update, inventory, and troubleshoot approximately 1,500 devices (servers, desktops, laptops, and mobile devices) both onsite and remotely. Diagnose and resolve software and hardware incidents across operating systems and applications. Respond to logged IT‑related incidents when called upon. Take ownership of issues, carry out problem analysis, and implement temporary or permanent fixes to restore service as soon as possible; escalating incidents to other support teams when necessary. Accurately record, update, and document requests using the IT service desk system (ServiceNow). Install and configure new IT equipment and track asset lifecycle from assignment to repair, refresh, and recovery. Resolve incidents and upgrade different types of software and hardware including printers, copiers, and scanners. Create temporary user accounts, reset passwords, and apply correct permissions and data security measures. Maintain a first‑class level of customer service, dealing with all customers efficiently and appropriately. Maintain excellent verbal communication skills and communicate effectively with technical and non‑technical colleagues at all levels. Be a highly motivated team player with the skills and ability to manage changing priorities. Attend internal training as necessary to keep up to date with the latest technology and internal system processes. Other duties as assigned. Qualifications / Requirements Associate’s degree in Information Technology or equivalent experience. 3+ years of experience within the information technology field, including PC and mobile device support. Experience with: Dell desktops and laptops. Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint. Apple and Android tablets and phones. Problem‑solving skills and the ability to troubleshoot IT issues. Verbal and written communication skills. Ability to work independently and as part of a team. Willingness to learn and adapt to new technologies and processes. Customer‑focused attitude with a commitment to providing high‑quality service. Experience with mobile device encryption implementation and management (preferred). Experience with IP security camera and video recording server management (preferred). Salary Range: $70,000 to $80,000 per year Benefits Overview Health & Welfare: Company‑paid medical, dental, vision, prescription drug, accident & sickness benefit, basic group life and AD&D. Time Off Benefits: Comprehensive Paid Time Off (PTO) program. Financial Benefits: 401(k) retirement savings plan. Reasonable Accommodations If you need assistance or accommodations during the application or interview process, please contact us at View email address on click.appcast.io or your dedicated recruiter with the job title and requisition number. Employment Eligibility Candidates must have current work authorization in the U.S.; visa sponsorship is not available for this position. Third‑Party Recruiting Disclaimer Legence and its affiliates do not accept unsolicited resumes from agencies; any such submissions without a prior signed agreement authorized by Legence Holdings LLC’s CHRO or Director of Talent Acquisition will not incur fees and are considered the property of Legence. Pay Disclosure & Considerations Where pay ranges are indicated, please note that a successful candidate’s exact pay will be determined based on relevant job‑related factors, including any of the following: candidate’s experience, skills, and qualifications, as well as geographic and market considerations. We are committed to ensuring fair and competitive compensation for all employees and comply with all applicable salary transparency laws. Equal Employment Opportunity Employer Legence and its affiliate companies are proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), marital or familial status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, other non‑merit‑based factors, and any other characteristic protected under applicable local, state, or federal laws and regulations. EEO is the Law. #J-18808-Ljbffr