IT Support Specialist

IT Support Specialist

Reliant Transportation Group is a respected school bus and motorcoach transportation provider that safely connects over 40,000 coach passengers and students each day to learning and lifelong memories. Founded in 1959, the company and its affiliates have grown to nearly 1,500 teammates, operating over 1,000 school buses and other vehicles from over 20 locations across the Midwest. The principles of safety, community, integrity and service guide all levels of the organization, enabling the company to be a dependable, responsible partner that communities trust to unlock the educational opportunities and experiences that enrich lives.

Our Purpose and Vision

We exist to unlock education and experiences.

We aspire to be the most trusted passenger transportation provider, safely opening doors to learning and lifelong memories

Our culture is guided by four core principles:

• Safety – Safety leads the way; guiding every decision to protect our team and those who depend on us.
• Community – Our teammates support each other and the communities we serve.
• Integrity – We choose to do the right thing, the right way, for the right reason, every time.
• Service – Excellent service is our standard; together we bring our best to every customer, every teammate and every outcome.

Position Summary

The IT Support Specialist is responsible for providing frontline technical support, troubleshooting technology issues, maintaining IT systems, and assisting with day-to-day IT operations. This role serves as a primary point of contact for employees requiring technical assistance and supports both helpdesk functions and hands-on technical tasks across hardware, software, network, user access, and business application environments. This position requires strong customer service skills, technical troubleshooting ability, attention to detail, and the ability to follow established IT procedures while helping improve documentation, support processes, and overall technology reliability. This is an on-site position, located in Hastings Minnesota.

Salary $60,000 - $74,000

Key Responsibilities Helpdesk Support

Serve as the first point of contact for employee IT support requests submitted through the ticketing system, email, phone, or approved support channels.

Triage, prioritize, document, and resolve helpdesk tickets in accordance with established service expectations.

Provide timely and professional support for hardware, software, printer, phone, mobile device, login, password, and general workstation issues.

Escalate complex or high-impact issues to appropriate internal IT staff, vendors, or managed service providers when needed.

Communicate clearly with users regarding ticket status, next steps, resolution timelines, and required follow-up.

Promote proper use of IT support procedures and help ensure employees follow established request and escalation processes.

Technical Support & Troubleshooting

Troubleshoot and resolve desktop, laptop, peripheral, mobile device, printer, and basic network connectivity issues.

Support Microsoft Windows workstation environments, Microsoft 365 applications, Teams, Outlook, OneDrive, SharePoint, and other business productivity tools.

Assist with user account setup, password resets, multifunction authentication support, group membership updates, and basic access troubleshooting.

Install, configure, maintain, and support approved software applications and operating system updates.

Assist with workstation imaging, deployment, replacement, and lifecycle management.

Support conference room technology, phones, tablets, scanners, and other company technology assets.

Perform basic troubleshooting of LAN/Wi-Fi connectivity, VPN access, endpoint security alerts, and device compliance issues.

User Access & Security Support

Assist with employee onboarding, role changes, and offboarding activities following approved IT procedures.

Help ensure user access requests are properly documented, approved, and completed in accordance with company policy.

Support security best practices, including password hygiene, MFA usage, phishing awareness, endpoint compliance, and safe handling of company data.

Report suspected cybersecurity incidents, phishing attempts, unauthorized access, or unusual system activity to the appropriate IT leadership or security provider.

Maintain confidentiality when handling user information, company systems, and sensitive business data.

Asset Management

Prepare, deploy, track, and recover company-issued laptops, desktops, tablets, mobile devices, monitors, printers, accessories, and other IT assets.

Maintain accurate asset records, including assigned user, device serial number, location, warranty status, and lifecycle information.

Assist with equipment inventory, equipment refreshes, device returns, and secure handling of retired or reassigned assets.

Ensure devices are properly configured, labeled, documented, and ready for business use.

Systems, Applications & Vendor Support

Provide basic support for company-approved business applications and coordinate with vendors for application-specific issues when needed.

Assist with account provisioning, access changes, and troubleshooting for supported systems.

Work with third-party vendors, service providers, and internal teams to resolve technical issues.

Follow vendor escalation procedures and document vendor interactions, recommendations, and resolutions.

Documentation & Process Improvement

Create and maintain IT knowledge base articles, troubleshooting guides, setup instructions, and internal documentation.

Document recurring issues and recommend improvements to reduce repeat tickets and improve user experience.

Follow established IT standards, procedures, security requirements, and change management practices.

Assist with IT projects, system upgrades, equipment rollouts, software deployments, and process improvement initiatives.

Support continuous improvement of helpdesk workflows, ticket categorization, documentation quality, and end-user communication.

Required Qualifications

High school diploma or equivalent required; associate degree in Information Technology, Computer Science, or related field preferred.

Previous experience in helpdesk, desktop support, technical support, or IT customer service preferred.

Working knowledge of Windows desktops/laptops, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and basic networking concepts.

Ability to troubleshoot hardware, software, peripheral, printer, and connectivity issues.

Experience with ticketing systems, remote support tools, endpoint management tools, or asset tracking systems preferred.

Strong customer service, communication, and documentation skills.

Ability to prioritize multiple requests, follow procedures, and manage time effectively.

Ability to work independently while knowing when to escalate issues appropriately.

Must demonstrate professionalism, confidentiality, patience, and accountability.

Preferred Qualifications

CompTIA A+, Network+, Microsoft, ITIL, or other relevant technical certifications.

Experience with Microsoft Entra ID/Azure Active Directory, Active Directory, Intune, endpoint security tools, or device management platforms.

Experience supporting mobile devices, tablets, VoIP phones, printers, scanners, and conference room equipment.

Familiarity with cybersecurity awareness practices, phishing response, MFA, and endpoint protection.

Experience working with third-party managed service providers or technology vendors.

Basic understanding of access control, change management, asset management, and IT documentation standards.

Required Skills and Competencies

Strong troubleshooting and problem-solving skills.

Excellent customer service and interpersonal communication.

Professional written and verbal communication.

Ability to explain technical information in a clear, user-friendly manner.

Strong attention to detail and commitment to accurate documentation.

Ability to prioritize urgent issues while maintaining routine support responsibilities.

Dependability, accountability, and willingness to take ownership of assigned tasks.

Ability to learn new systems, applications, and processes quickly.

Commitment to security, confidentiality, and company policy compliance.

Physical Requirements

Ability to sit, stand, walk, bend, lift, and carry IT equipment as needed.

Ability to lift and move computers, monitors, printers, and related equipment, typically up to 40 pounds.

Ability to work at a desk, use a computer, and communicate by phone, email, chat, or in person for extended periods.

May require occasional travel between company locations or work areas.

Work Environment

This position operates in a professional office and operational business environment. The role may require occasional after-hours support, scheduled maintenance participation, emergency troubleshooting, or travel to other company locations depending on business needs.

Corporate

Average Pay Rate

60000