IT Support Specialist

Inspiring Success, Creating Community IT Support Specialist The IT Support Specialist serves as the primary connection between end users and the Managed Service Provider (MSP), ensuring technology-related issues are effectively communicated, prioritized, and resolved in support of business operations. This is a hands‑on, service‑oriented role that provides both onsite and remote end‑user support. The IT Support Specialist actively assists with day‑to‑day technology troubleshooting, user support, workflow disruptions, and technology‑related challenges while serving as the bridge between end users and outsourced IT resources. As this is a temporary/interim assignment, the role and responsibilities associated with this position will be subject to review/extension after 90 days to assess ongoing business needs and determine next steps. Essential Job Responsibilities Hands‑On IT Support Serve as the primary point of contact for operational teams regarding day‑to‑day technology issues impacting business operations. Provide hands‑on onsite and remote troubleshooting support for common hardware, software, connectivity, and business application issues. Assess technology issues, gather relevant details, determine operational impact, and perform first‑level troubleshooting before escalation when appropriate. Assist end users with resolving routine technical issues to minimize disruption and improve productivity. MSP Relationship & Service Delivery Serve as the primary contact between end users and the Managed Service Provider (MSP), coordinating escalated technology support issues and ensuring timely resolution. Coordinate issue escalation, monitor ticket progress, and ensure clear communication throughout the support lifecycle. Track service responsiveness, issue resolution timelines, and overall vendor performance. Escalate unresolved, high‑impact, or recurring issues to ensure timely follow‑through and accountability. Business Systems Support Partner with leaders to understand workflows dependent on technology and identify barriers affecting day‑to‑day operations. Provide practical support when technology issues disrupt operations, including assisting with workarounds or interim solutions when appropriate. Communicate business needs clearly to IT partners to support timely resolution and service alignment. Continuous Improvement Track recurring incidents, service trends, user pain points, and technology issues affecting operations. Analyze issue patterns to identify opportunities for process improvements, preventative actions, or service enhancements. Change Management & End User Support Support implementation of new tools, system updates, and technology changes from an operational readiness perspective. Coordinate communications regarding outages, planned maintenance, updates, and user‑impacting technology changes. Educational/Vocational Requirements Bachelor’s degree in Information Technology, Business Administration, or related field; equivalent experience may be considered. 0‑2 years of hands‑on technology support, service delivery coordination, or related experience. Demonstrated experience troubleshooting common end‑user business application issues. Experience working with managed service providers (MSPs), IT, or third‑party support partners. Strong technical aptitude with the ability to diagnose and communicate technical issues effectively. Familiarity with ticketing and service management platforms (ConnectWise, Zendesk, Jira, ServiceNow, etc.). Experience supporting multi‑site operations, healthcare, senior living, hospitality, or similar service‑driven environments. Excellent customer service, communication, and interpersonal skills. Minimum Eligibility Requirements Requires the ability to communicate effectively in English, both verbally and in writing, to perform job responsibilities and follow safety and operational procedures. Must possess a valid driver’s license and reliable transportation, with the ability to travel to communities, business meetings, and other business locations as needed. Benefits of Joining our Team Competitive Salary: Compensation reflective of your expertise and dedication. Flexible Work Schedule: A work schedule that accommodates your personal commitments. Paid Leave: Enjoy generous allocations for holidays, vacation, and personal days, ensuring you have time to recharge. Health and Wellness Plans: Access comprehensive health insurance plans for you and your dependents, promoting overall well‑wellness. Retirement Savings: Participate in a 401(k) plan with a company match to build financial security for the future. Professional Development: Continuous learning and advancement opportunities to enhance your skills and career trajectory. Criminal Background Screening is required. All candidates will be required to show valid proof of full vaccination for COVID‑19 before commencing work or commit to obtaining full vaccination within 30 days of commencing work, unless they receive an approved exemption. #J-18808-Ljbffr The Northbridge Companies