IT Support Specialist

The IT Support Specialist serves as the primary point of contact for end-user technology support, delivering exceptional customer service while ensuring employees have the technology and resources needed to perform their jobs effectively.

This role provides first and second-level technical support for workstations, laptops, mobile devices, printers, Microsoft 365 applications, and user accounts. The IT Support Specialist is responsible for resolving technical issues, deploying end-user technology, maintaining asset records, and escalating infrastructure-related issues when appropriate.

Minimum Qualifications:

• Associate's degree in Information Technology or equivalent experience.
• Two (2) or more years of Help Desk or Desktop Support experience.
• Experience supporting Windows 11 and Microsoft 365.
• Experience working within an IT ticketing system.
• Strong customer service, communication, and problem-solving skills.
• CompTIA A+, Network+, or Microsoft Fundamentals certifications preferred.
• Experience supporting users in a manufacturing environment preferred.

Essential Job Functions:

End User Support -

• Serve as the primary point of contact for IT support requests.
• Troubleshoot hardware, software, Microsoft 365, and end-user technology issues.
• Support Windows workstations, laptops, mobile devices, printers, conference room technology, and remote users.
• Document all support activities within the IT ticketing system.

End Device Deployment & Administration -

• Prepare, configure, deploy, and replace end-user computing devices.
• Install required software and maintain workstation standards.
• Coordinate hardware refreshes and equipment deployments.
• Maintain hardware inventory and asset records.

User Administration -

• Create, modify, and disable user accounts.
• Administer Microsoft 365 licensing, security groups, distribution groups, and mailboxes.
• Support employee onboarding and offboarding activities.
• Assist users with password resets and multi-factor authentication (MFA).

Documentation & Customer Service -

• Maintain knowledge base articles, deployment documentation, and asset inventories.
• Communicate technical information in a clear, business-friendly manner.
• Prioritize support requests, maintain high customer satisfaction, and escalate issues appropriately.

Knowledge, Skills, & Abilities:

• Windows 11
• Microsoft 365
• Active Directory User Administration
• Basic Networking
• Hardware & Peripheral Troubleshooting
• Printer & Mobile Device Support
• Remote Support Tools
• IT Documentation
• Customer Service
• Time Management
• Problem Solving

Physical Requirements:

• Ability to work at a desk and computer workstation for extended periods
• Standard office environment; no heavy lifting or physical requirements beyond normal office work