IT Support Specialist

Job Description

Job Description

Aero IT is growing fast and is seeking a knowledgeable and experienced Support Specialist to join our dynamic team. This role serves as a critical first point of contact for client technology requests of varying complexity and urgency. We're looking for someone with real-world IT experience—someone who knows their way around networking terminology, understands how systems interact, and can independently troubleshoot and resolve Level 2 issues without relying heavily on escalation.

The ideal candidate is resourceful, professional, and confident in delivering outstanding IT support across a variety of environments. If you're passionate about problem-solving, thrive in fast-paced settings, and take pride in helping others navigate technology, this role is for you.

Key Responsibilities

• Provide first-line technical support to clients across various channels, including helpdesk, email, phone, and in-person communication

• Independently troubleshoot and resolve Level 2 technical issues, including desktop support, networking, and software/hardware troubleshooting

• Accurately document tickets and resolutions while maintaining timely and clear communication with clients

• Escalate issues when appropriate, but with the expectation of independently resolving the majority of incoming requests

• Perform routine system maintenance tasks and follow internal processes and checklists

• Support cross-functional teams in achieving company goals and upholding service level agreements (SLAs)

• Deliver a consistently professional and client-focused experience in every interaction

Required Qualifications

• Solid understanding of networking concepts and IT infrastructure (e.g., IP addressing, DNS, DHCP, VPNs, firewalls)

• Hands-on experience resolving technical issues in real-world environments, preferably in an MSP or multi-client setting

• Strong troubleshooting skills with the ability to think critically and solve problems without step-by-step guidance

• Excellent verbal and written communication skills

• Ability to effectively use ticketing systems, productivity software, and remote support tools

• High attention to detail, organization, and time management

• Personable, friendly and eager to see clients in person

Education & Experience

• High School Diploma or Equivalent (Required)

• Associate’s Degree, Technical Certifications (e.g., CompTIA, Microsoft, Cisco), or equivalent experience (Preferred)

• Previous professional IT support experience is strongly preferred

Physical Requirements

• Ability to sit for extended periods while working at a computer

• Occasional lifting of equipment or hardware up to 25 pounds

Why Join Aero IT? – Benefits & Perks

Aero IT is committed to building a team that grows together. We offer a competitive benefits package and a work environment built on respect, transparency, and support:

✅ Comprehensive Health Insurance
✅ Vision Coverage
✅ Disability Insurance
✅ 401(k) with Company Match
✅ Cell Phone & Mileage Reimbursement
✅ Complimentary Office Snacks & Beverages
✅ Flexible, Uncapped PTO Policy
✅ Ongoing Training & Continuing Education Opportunities

At Aero IT, we value team members who take initiative, deliver results, and enjoy making a meaningful impact. If you’re ready to bring your technical expertise to a supportive, people-focused environment, we’d love to hear from you.

We’re currently looking for someone who combines strong technical skills with a warm, personable approach—someone who enjoys building relationships with clients and doesn’t mind being out in the field to provide on-site support when needed.

Starting pay is commensurate with experience, and we’re excited to welcome a motivated professional who’s eager to grow and contribute to our mission.

Aero IT is a client-centered company that specializes in managed IT services and technology implementations, maintenance and support. Our technicians are highly trained and leverage their expertise to develop dynamic solutions to help businesses of every size. Our simplified approach ensures that clients have a positive experience and their technology systems remain secure and functional around the clock.

Company Description

Aero IT is a client-centered company that specializes in managed IT services and technology implementations, maintenance and support. Our technicians are highly trained and leverage their expertise to develop dynamic solutions to help businesses of every size. Our simplified approach ensures that clients have a positive experience and their technology systems remain secure and functional around the clock.