IT SUPPORT SPECIALIST I

IT Support Specialist I

The IT Support Specialist I provides frontline technical support for JM Murray employees by troubleshooting hardware, software, and connectivity issues. This role focuses on end-user support, device configuration, and assisting with the daily operation of endpoint systems and business applications.

Company standards:

• Maintains regular attendance and punctuality in order to perform tasks related to daily and ongoing company IT needs. This position performs all hours onsite and at all assigned physical locations of operations and services.
• Follows all safety rules and regulations; wears and/or uses required protective equipment while working; immediately reports any safety concerns or unsafe working conditions to IT Management.
• Conducts all aspects of job responsibilities in compliance with the JM Murray mission statement, policies and procedures, professional standards, and applicable governmental laws, rules and regulations.

Essential functions:

Helpdesk Support

1. Provide first-line technical support for desktop computers, laptops, printers, scanners, and other endpoint devices.
2. Troubleshoot common software issues including Microsoft Office, Citrix clients, web applications, and other business software.
3. Respond to user requests submitted through the help desk system.
4. Assist users with account lockouts, password resets, and basic Active Directory tasks.

Endpoint Support

1. Configure and deploy computers, laptops, and other endpoint devices.
2. Install operating systems, drivers, and standard software packages.
3. Perform routine equipment maintenance and basic hardware troubleshooting.
4. Assist with equipment setups for meetings and organizational events.

Asset and Equipment Management

1. Maintain inventory of computers, mobile devices, and IT equipment.
2. Track hardware warranties and lifecycle replacement schedules.
3. Assist with laptop and equipment loan programs.

Department Support

1. Assist IT staff with system updates, device deployments, and infrastructure maintenance.
2. Document support procedures and update internal knowledge bases.
3. Provide user training and guidance for common technology tasks.

Conducts self in a manner as to always contribute to maximum individual growth and in accordance with all regulations, the Code of Ethics and Company policy and procedures. Represents JM Murray and the JM Murray mission in a positive manner, treating people with respect and dignity.

Performs additional duties and responsibilities, as assigned.

Collaboration:

Internal

JM Murray Staff and Management

External

Technology vendors and hardware suppliers.

Education and experience:

Associate degree in Information Technology, Computer Information Systems, or related field preferred.

1–2 years experience in technical support or IT help desk environments preferred.

Knowledge and skills:

• Working knowledge of Windows operating systems
• Basic understanding of Microsoft 365 and enterprise applications
• Basic networking concepts
• Strong troubleshooting and customer service skills
• Ability to communicate technical concepts to non-technical users

Other requirements: N/A

Must have flexibility to work occasional hours outside of regular schedule.

Occasional travel between JM Murray locations may be required.

Working conditions:

Job assignments may take place indoors and outdoors, in various environmental conditions including rain, snow and cold weather.

Physical requirements:

Standing/Walking/Mobility: Must be able to stand to operate equipment; mobility to embark and disembark from equipment. - X

Environmental Conditions: Must be able to work in an environment that includes, but is not limited to noise, cold, heat and odors. - X

External Conditions: Must be able to work in a position requiring exposure to the weather conditions. - X

Lifting: Must be able to lift unaided, at least 10lbs - X

Must be able to lift unaided, from 11-30lbs - X

Must be able to lift unaided, from 31-70lbs - X

Must be able to lift unaided, from 71-100lbs

Must be able to lift unaided, over 100lbs

Manipulating/Grasping/Feeling: Must be able to write, type, and use office and/or other equipment and handle materials. - X