IT Support Specialist

Job Description

Job Description

Job Title: IT Support Specialist I

Department: IT Department

Reports To: IT Specialist

Location: On-site

Employment Type: Full-Time, Hourly (Non-Exempt)

About Company:

Last Bottle, Inc. and its sister-companies belong to a portfolio of much-loved wine businesses—each with a distinct identity, loyal following, and shared commitment to excellence. From daily deal sites to exclusive club experiences, we lead the industry with innovation, integrity, and an obsession for quality. Our team sits at the intersection of tradition and technology, building the future of wine while staying rooted in what makes it special.

About the Role

We're looking for an IT Support Specialist (Tier I) to serve as a frontline point of contact for employee technology needs. In this role, you'll handle day-to-day support requests, help employees navigate common technical issues, and support onboarding and offboarding processes. This is a great entry point for someone early in their IT career who is eager to learn, build foundational troubleshooting skills, and grow into more advanced technical responsibilities.

Key Responsibilities

• Resolve routine IT support requests submitted by employees in a timely and professional manner
• Answer employee questions regarding basic computer systems and general technology use
• Gather information from employees to help diagnose common computer system problems
• Make straightforward configuration and settings changes to resolve everyday technical issues, escalating more complex problems as needed
• Troubleshoot basic connectivity issues such as Wi-Fi, VPN access, and printer connectivity, escalating more complex network issues to Tier II as needed
• Generate sign-ins and credentials for new hires as part of the onboarding process
• Install new software and standard hardware drivers, and keep existing ones updated
• Use the company's ticketing system (e.g., ServiceNow, Freshservice, Monday, Trello) and remote support tools to assist employees and manage requests
• Follow basic endpoint security and access hygiene practices, such as password policies and device security standards
• Provide employees with timely updates on the status of their open service requests
• Log all service requests and update tickets according to company standard operating procedures
• Contribute to internal knowledge base articles documenting common issues and their resolutions
• Support onboarding and offboarding of employee user accounts, ensuring accurate provisioning and deprovisioning of access

What We're Looking For

• Ability to learn and adapt quickly to new company systems and emerging technologies
• Strong ability to work collaboratively within a team environment and independently
• Comfort working with management and cross-functional leadership as needed
• Ability to partner effectively with HR on onboarding, offboarding, and account-related matters
• Basic working knowledge of operating systems, settings, and core functions across Windows, macOS, iOS, iPadOS, and Linux
• Ability to troubleshoot common issues with peripheral devices such as office printers, label printers, mice, keyboards, and similar equipment
• High school diploma or equivalent required; Associate's degree in Information Technology, Computer Science, or a related field preferred
• 2–3 years of experience in IT support or a related field

Nice to Have

• Familiarity with Microsoft and Google business products, such as Google Workspace, Microsoft 365 Administration, and Microsoft Intune
• Prior experience working with support ticketing systems (e.g., ServiceNow, Freshservice, Zendesk, or similar platforms)

Compensation

• Base Salary: $28.00-$31.00/ Hour/ DOE
• Benefits: Medical, Dental, Vision, 401K with company match
• PTO: 15 Days (accrual starts upon employment) + 10 paid holidays
• Perks: Employee wine discount, CPA support