IT Support Specialist

*SUMMARY: *

Provides frontline technical support and operational assistance for end users across all company locations. Serves as the primary point of contact for IT service requests, delivering timely, professional, and customer-focused support through remote, phone, email, and on-site interactions. Responsible for diagnosing and resolving hardware, software, and access issues; supporting enterprise applications and collaboration tools; maintaining IT asset controls; and assisting with IT administrative and operational processes. Ensures minimal downtime while maintaining a high standard of service, documentation, and communication.

*MAJOR DUTIES:*

* Provide first-level and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals using remote tools and on-site support as needed.
* Receive, document, prioritize, and resolve IT service requests through the ticketing system in accordance with service level expectations.
* Install, configure, maintain, upgrade, and replace end-user hardware, operating systems, and approved software applications.
* Troubleshoot issues related to operating systems, Microsoft 365, collaboration tools, VPN access, printers, mobile devices, and basic network connectivity.
* Escalate complex technical issues to the IT Engineering staff, providing clear documentation and troubleshooting steps.
* Maintain accurate records of incidents, resolutions, asset assignments, software licensing, and inventory lifecycle.
* Assist with user onboarding and offboarding, including equipment setup, access provisioning, and coordination with HR and management.
* Support IT security best practices by assisting with endpoint protection, software deployment, patching, user access controls, and security awareness reinforcement.
* Assist in backup, recovery, and business continuity support activities as directed.
* Coordinate with IT vendors and service providers for hardware repairs, replacements, warranties, and service requests.
* Review, code, and track IT-related invoices for hardware, software, licensing, and services; verify charges against purchase approvals and contracts; and coordinate with Finance to ensure accurate processing.
* Other duties as assigned.

*EDUCATION, EXPERIENCE, & SKILLS: *

* High School diploma or equivalent required; Associate degree or technical coursework in IT preferred.
* 1-3 years of hands-on IT support experience in a help desk or desktop support environment.
* Strong customer service orientation with the ability to communicate technical concepts to non-technical users.
* Experience supporting Windows 11, Microsoft 365, Apple Devices, mobile devices, printers, and common business applications.
* Intune, Entra, and JAMF experiences is a plus.
* Working knowledge of ticketing systems, endpoint management tools, and basic networking concepts.
* Familiarity with IT asset management and inventory controls.
* Experience reviewing or coding IT-related invoices or coordinating with vendors and Finance is a plus.
* Strong organizational skills, attention to detail, and ability to operate effectively in a fast-paced, multi-location environment.

Job Type: Full-time

Pay: From $28.00 per hour

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Flexible spending account
* Health insurance
* Life insurance
* Paid time off
* Vision insurance

Application Question(s):
* Describe your experience supporting Windows 11, Microsoft 365.
* Do you have experience working with Intune, Entra, and JAMF? If so, describe that experience.

Education:
* Bachelor's (Preferred)

Experience:
* IT support: 3 years (Preferred)

Work Location: In person