IT Support Specialist

Direct Hire IT South Portland, Maine

• Location: South Portland, Maine
• Type: Direct Hire IT
• Job #20845

We are seeking a customer-focused and technically skilled IT Support Specialist to provide hands-on technical support for our employees and business-critical systems. This role is ideal for someone who enjoys troubleshooting technology issues, helping users succeed, and serving as a trusted resource for hardware, software, and application support. As a key member of our team, you will provide Tier 1 technical support, resolve desktop and application issues, coordinate with software vendors when needed, and ensure employees receive timely, professional assistance. Success in this role requires strong communication skills, technical aptitude, attention to detail, and a passion for delivering exceptional customer service. This is a fully in-office position supporting a close-knit group of internal users where responsiveness, professionalism, and a positive service-oriented attitude are highly valued. Key Responsibilities

Technical Support & Help Desk

• Provide Tier 1 technical support for desktops, laptops, business applications, hardware, software, printers, and Microsoft technologies.
• Respond to and resolve user support requests through troubleshooting, diagnosis, and problem resolution.
• Assist employees with software installations, account issues, system access, and day-to-day technology needs.
• Troubleshoot application, hardware, and system issues while documenting resolutions and maintaining support records.
• Escalate complex technical issues when appropriate and track progress through resolution.
• Deliver exceptional customer service while supporting users with varying levels of technical expertise.

Systems & Application Support

• Support business applications by identifying, reproducing, and troubleshooting software-related issues.
• Perform basic data and system analysis using SQL queries and reporting tools when necessary.
• Test software updates, fixes, and configuration changes before deployment.
• Participate in user acceptance testing and assist with system enhancement initiatives.
• Monitor system performance and proactively identify opportunities for improvement.

Vendor & Technology Coordination

• Work with software vendors and service providers to resolve technical issues and coordinate support activities.
• Document support cases and participate in troubleshooting sessions with external partners.
• Assist with maintaining the organization's technology environment and business systems.

Qualifications

Preferred Education & Experience

• Bachelor's degree in Information Systems, Computer Science, Information Technology, Management Information Systems, or a related field preferred.
• Equivalent technical training, certifications, or relevant work experience will also be considered.
• Previous experience in IT support, help desk, technical support, desktop support, or customer-facing technology roles is a plus.

Technical Skills
Experience or familiarity with any of the following is beneficial:

• Microsoft Windows environments
• Microsoft 365
• Azure technologies
• Desktop and hardware support
• Business applications and enterprise software
• SQL and database concepts
• Reporting tools
• Network troubleshooting fundamentals

Knowledge, Skills & Abilities

• Strong troubleshooting and problem-solving abilities.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Highly organized with the ability to manage multiple support requests and priorities.
• Self-motivated and able to work independently as well as collaboratively within a team.
• Strong attention to detail and commitment to delivering quality support.
• Ability to handle confidential information with professionalism and discretion.
• Desire to learn new technologies and grow within an IT support career path.