IT SUPPORT SPECIALIST

The IT Support Specialist is responsible for providing advanced technical support to end users, resolving issues related to software, hardware, networks, and systems. This role serves as a higher-level resource for troubleshooting, mentors Level 1 technicians, and ensures timely communication and resolution of complex technical problems.

The IT Support Specialist also performs basic system administration tasks within a Microsoft environment and contributes to IT initiatives, system upgrades, and documentation, all while enhancing the end user experience.

• Provide initial and escalated help desk support
• Serve as the primary escalation resource for Level 1 help desk
• Diagnose, prioritize, and troubleshoot complex software, hardware, and network issues
• Assist with security threat monitoring and remediation
• Support end user device specification, procurement, and lifecycle management
• Assist with the installation, configuration, and maintenance of end user systems and peripherals
• Support device patch management
• Perform user account administration within an Active Directory/Entra environment
• Escalate issues to senior IT staff when needed and communicate status updates clearly
• Utilize help desk software to track, document, and communicate on open issues
• Create and maintain knowledge base articles, documentation, and training materials
• Collaborate with Technology Champions to improve end user experience and system performance
• Conduct end user orientation and training
• Support IT initiatives, deployments, and system upgrades
• Document and maintain help desk processes, workflows, and technical procedures
• Identify opportunities to improve end user experience and IT operational efficiency

• Associate degree or completion of technical school coursework preferred
• Minimum of 3 years of IT help desk or technical support experience
• Strong desire to help others and solve complex problems
• Excellent problem solving, customer service, organizational, and communication skills
• Ability to manage multiple priorities and adapt to changing demands
• Ability to research, test, and validate solutions
• Advanced knowledge of PC hardware, software, operating systems, and network connectivity
• Experience supporting Microsoft 365 administration and end user environments preferred
• Experience with cloud technologies such as Box, OneDrive, and SharePoint preferred
• Experience supporting mobile devices, including Apple iPhone, preferred
• Microsoft, CompTIA, or similar technical certifications preferred

• Hours are typically Monday through Friday
• Hours are typically 1^st shift
• Typically 40-45 hours per week

Typically working in a temperature-controlled office environment.

Be able to lift up to 15lbs.