IT Support Specialist

The IT Support Specialist provides first-level technical support to end users, ensuring timely resolution of hardware, Windows 11, Microsoft 365, printer, connectivity, warehouse technology, and approved business application issues. This role focuses on excellent customer service, accurate ticket documentation, SLA adherence, and support of daily IT operations across office and warehouse environments.

Key Responsibilities

· Deliver first-level desktop and end-user support for Windows 11 devices, Microsoft 365, printers, peripherals, connectivity, warehouse devices, and approved business applications.

· Troubleshoot common hardware, application, account, printer, and network connectivity issues.

· Take ownership of assigned support tickets from intake through resolution or escalation.

· Document troubleshooting steps, user communication, resolution details, and next actions in the ticketing system.

· Communicate regularly with end users to provide updates, gather information, and confirm issue resolution.

· Escalate complex issues to the IT Support Supervisor or appropriate IT resource with clear notes and steps already completed.

· Meet established SLA expectations for ticket response, follow-up, and resolution.

· Provide hands-on support for Dell laptops and desktop PCs, including hardware diagnostics, BIOS configuration, firmware updates, driver management, and basic component replacement such as RAM, SSDs, and batteries.

· Assist users with approved peripherals such as monitors, keyboards, mice, headsets, docking stations, and other workstation equipment.

· Perform basic device troubleshooting, including reboot validation, Windows update checks, driver status review, application checks, and connectivity testing.

· Maintain accurate inventory records for laptops, desktops, tablets, scanners, printers, and related IT equipment.

· Update asset records with assigned users, serial numbers, device locations, equipment status, and equipment changes.

· Assist with onboarding, transfer, and offboarding tasks by validating information, confirming access or equipment status, and updating tickets.

· Support users with first-login issues, password resets, MFA/DUO enrollment, Microsoft 365 access, Outlook, Teams, OneDrive, and account lockouts.

· Assist with basic Active Directory checks such as account status, group visibility, and password reset support when authorized.

· Support basic troubleshooting for approved business applications such as SAP, Zscaler/P21, RingCentral, and PrinterLogic.

· Provide first-level support for warehouse technology, including Android tablets, Zebra scanners such as MC9300/MC9400 and TC series devices, label printers, and related operational devices.

· Troubleshoot scanner connectivity, device login, application access, printer mapping, print queues, label printing issues, and basic warehouse Wi-Fi issues.

· Identify and report suspicious emails, unusual account activity, endpoint issues, or possible security incidents.

· Assist users with basic KnowBe4 training access issues and security awareness questions.

· Create and update knowledge base articles, user-facing instructions, checklists, and documentation for common first-level support issues.

· Recommend improvements when repeated tickets show the need for better documentation or user guidance.

Requirements

· Associate’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience may be considered.

·2–3 years of hands-on experience in desktop support, helpdesk, or a similar IT support role.

· Solid working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking.

· Strong hands-on hardware experience with Dell business-class laptops and desktops (Latitude, OptiPlex, and Precision), including diagnostics, BIOS configuration, firmware and driver management, and basic component replacement such as RAM, SSDs, and batteries.

· Experience supporting printers, peripherals, and common office technology.

· Ability to troubleshoot hardware, account, application, printer, and connectivity issues.

· Ability to support users in both office and warehouse environments.

· Proven ability to explain technical concepts clearly to non-technical users.

· Strong customer service orientation with a proactive approach to resolving issues.

· Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.

· Excellent verbal and written communication skills.

· Team player who collaborates effectively with colleagues across departments.

· Familiarity with IT ticketing systems, inventory records, and knowledge base documentation.

Preferred / Extra Value Experience

· Basic exposure to Microsoft Intune, device compliance, device enrollment, or endpoint management.

· Basic exposure to Windows Autopilot enrollment or device provisioning workflows.

· Familiarity with BeyondTrust, NinjaOne, or endpoint remote support tools.

· Basic understanding of Windows update validation, driver checks, firmware checks, and patching concepts.

· Familiarity with KnowBe4 training support or security awareness follow-up.

· Experience supporting warehouse technology such as Android tablets, Zebra scanners, Zebra label printers, or Lexmark printers.

Additional Information

· This is a fully in-office position with no remote work option.

· Minimal travel may be required for on-site support or equipment coordination.

· Work hours may occasionally vary to accommodate support needs across international locations or after-hours incidents.

Why Join EFC?

At EFC International, you’ll be part of a collaborative team where your work directly impacts our success. We offer a positive and supportive work environment, opportunities to grow your skills, and the chance to be part of a company recognized for excellence in customer service and operations.