IT Support Specialist

About This Role

This IT Support Specialist role provides Tier 1 technical support to end users across multiple locations, serving as the first point of contact for IT issues. The specialist troubleshoots and resolves common hardware, software, network connectivity, and end-user technology problems, and escalates more complex issues to appropriate support teams.

Responsibilities

• Provide Tier 1 technical support to end users across multiple locations, serving as the first point of contact for IT issues
• Troubleshoot and resolve common hardware, software, network connectivity, and end-user technology issues
• Provide support through phone, email, remote tools, and in-person interactions
• Diagnose technical problems independently and escalate more complex issues to the appropriate support teams
• Manage incidents and service requests through an IT ticketing system, ensuring accurate and timely documentation
• Maintain detailed troubleshooting notes and resolutions to support knowledge sharing and recurring issue resolution
• Travel between locations as needed to provide hands-on technical support
• Communicate technical information clearly to users with varying levels of technical experience
• Deliver patient, professional, and customer-focused support while maintaining strong service levels
• Collaborate with other IT team members to resolve issues and maintain consistent support across locations
• Identify recurring technical issues and contribute to improvements in support processes and documentation

Requirements

• 2-3 years of experience in help desk, IT support, or end-user support
• Experience troubleshooting common desktop hardware, software, and connectivity issues
• Familiarity with IT ticketing systems and structured incident management
• Strong written and verbal communication skills
• Strong customer service skills with the patience to support both technical and non-technical users
• Ability to troubleshoot independently while recognizing when escalation is appropriate
• Willingness to travel locally between company facilities as needed

Nice to have:

• Bachelor's degree or relevant IT certifications

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program