TheIT Support Specialist plays an integral part in the integrity of the company by taking on the responsibility to be the first point of contact for technical support, primarily assisting users with Windows-based systems and common productivity tools. This individual should be motivated and customer focused as part of the IT team.

ESSENTIAL EDUCATION/EXPERIENCE:

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2-3 years’ experience with help desk or ticketing systems (e.g., ServiceNow, Zendesk).
• Basic understanding of Windows 10/11 and Microsoft 365 applications.
• Familiarity with troubleshooting hardware, software, and network issues.

ESSENTIAL SKILLS AND COMPETENCIES:

• Proficient skills in MS Office products & a working knowledge of business ERP systems.
  · · Strong communication and interpersonal skills.

· · Ability to work independently and as part of a team.

• Eagerness to learn and grow in a fast-paced IT environment
• Ability to work productively, efficiently, effectively under pressure & deliver quality work.
• Passion for IT work w/mindset to always do what’s best for the customer.
• Strong problem-solving skills.
• Works well under moderate supervision.
• Willingness & ability to learn, improve and adapt.
• Ability to successfully interact & develop strong relationships w/all levels of the organization to ensure open communication.
• Solid verbal communication skills, a positive, friendly attitude dealing w/internal customers.
• Ability to lift and/or carry at least 20 lbs.

LIMITATIONS AND DISCLAIMER

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

• Provide first-level technical support to end-users via phone, email, or in-person.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft Office, printers, and network connectivity.
• Set up and configure new hardware and software for users.
• Maintain accurate records of support requests and resolutions using a ticketing system.
• Assist with user account management in Active Directory and other enterprise systems.
• Escalate complex issues to senior IT staff as needed.
• Support onboarding and offboarding processes for employees.
• Contribute documentation of IT procedures and user guides.