Information Technology Support Specialist

Overview We are seeking a customer-focused and technically skilled IT Support Analyst to join our technology team. In this role, you will serve as the first point of contact (POC) for end-user support requests, troubleshooting hardware, software, and network issues across the organization. The ideal candidate is organized, communicative, and able to manage multiple priorities efficiently while delivering a high level of customer service. This position includes participation in an on-call rotation one week out of every 12 weeks or as needed to support after-hours incidents or critical issues. Base pay range $25.00/hr - $30.00/hr Responsibilities Provide Tier 1 technical support to internal users via phone, email, chat, and in-person. Diagnose and resolve hardware, software, printer, and networking issues on Windows systems. Set up and configure workstations, laptops, mobile devices, and peripheral equipment for new hires and existing employees. Manage and maintain support ticketing systems and document resolutions. Support remote users through remote management tools. Escalate unresolved issues to the appropriate internal teams. Assist with user account administration in Active Directory, Microsoft 365, and other enterprise systems. Participate in an on-call rotation to provide after-hours support for critical incidents. Maintain accurate documentation of IT procedures, solutions, and user guides. Track and manage IT assets and inventory. Contribute to ongoing improvements in IT support processes and user experience. Qualifications 1–3 years of experience in an IT support / help desk environment. Strong knowledge of Windows 11. Experience with Microsoft 365, Active Directory, and basic network troubleshooting. Excellent interpersonal and communication skills with a strong customer service mindset. Ability to work independently, prioritize tasks, and handle multiple support requests effectively. Experience with support ticketing systems and support tools. Associate’s degree in computer science, information technology, or equivalent experience. IT certifications (e.g., CompTIA A+, Network+, Microsoft or similar) are a plus. Additional information Work schedule: Standard business hours with participation in an on-call rotation. Work Environment: Office-based to start with the ability to transition to a hybrid schedule. Travel: Occasional travel to support remote sites may be required. #J-18808-Ljbffr