IT Support Specialist

IT Support Specialist II

The IT Support Specialist is responsible for assisting the IT department in maintaining the company's computer systems, printers, computer hardware, and providing technical support to employees across BradyPLUS locations. This role assists with the daily administration of a network/server environment, installs upgrades, patches, and new applications and equipment, and supports disaster recovery, security, and backup and restore plans. The IT Support Specialist serves as a primary point of contact for end-user technical support, manages incidents and service requests through Freshservice while meeting established SLAs, and supports endpoint management, Microsoft 365 administration, user lifecycle management, phone system support, and compliance with BradyPLUS IT security policies. This position requires full-time onsite work.

Essential Responsibilities:

• Complete help desk tickets and document resolutions; monitor ticket volume, prioritize requests, and ensure timely response and resolution within established SLAs.
• Provide on-site and remote technical support for desktops, laptops, mobile devices, printers, audio visual equipment, peripherals, software, and network access across BradyPLUS locations.
• Maintain network operations and endpoint environment, including PC hardware and software, security tools, firewall/VPN access, printers, phone systems, building security devices, and related upgrades.
• Set up, configure, provision, and maintain new and existing PCs and mobile devices through manual imaging and Microsoft Intune.
• Support user onboarding and offboarding, including Active Directory and Microsoft Entra ID account administration, Microsoft 365 licensing, distribution and security groups, and access to network shares, ERP, and CRM systems.
• Support Microsoft 365 applications and services, including Teams, Outlook, Exchange, SharePoint, and OneDrive.
• Assist with 8x8 phone system administration, including user provisioning, voicemail setup, and call quality troubleshooting.
• Monitor backups, review logs, support backup and restore procedures, and assist with incident response for phishing, malware, and other security events.
• Manage IT asset inventory, equipment deployment, shipping, return processing, secure reimaging, and hardware/software audits.
• Provide user training, develop knowledge base documentation, support regional IT initiatives and system upgrades, and collaborate with internal IT teams to resolve complex issues and improve service delivery.
• Additional duties or special projects as assigned.

The Ideal Candidate Will Have:

• Minimum of 2 years of experience in an IT support or help desk role required; experience supporting a multi-site or distributed enterprise environment preferred.
• High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Strong troubleshooting, problem-solving, organization, and documentation skills with excellent interpersonal and communication abilities and a customer-first approach; ability to manage multiple priorities in a fast-paced environment.
• Strong knowledge of Windows 10/11 and macOS; familiarity with iOS and Android support; proficiency in Microsoft 365 and basic administration; experience with ticketing systems, Active Directory, Microsoft Entra ID, Intune, network troubleshooting, and endpoint/security tools. Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are preferred.
• Ability to provide user training and guidance on IT systems, tools, and best practices; prior experience developing knowledge base articles or procedural documentation preferred.
• Physical Requirements: While performing the duties of this job, the employee is regularly required to sit at a desk for extended periods and operate a computer; ability to listen and speak clearly on the phone and in person; ability to lift, carry, push, or pull up to 25 pounds occasionally for equipment setup and moves; close mental and visual attention required for data analysis and computer work; and ability to reach, push, pull, stand, walk, stoop, kneel, and crouch as needed for equipment installation and maintenance.

Compensation & Benefits:

The pay range for this role is $24.04 to $28.85 per hour. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations. In addition to base pay, BradyPLUS offers a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

About Imperial Brady:

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution—delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus.

We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.

Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement. We believe in assessing candidates based on their skills and experience. A conditional offer of employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

MASSACHUSETTS APPLICANTS:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.