Information Technology Support Specialist

Information Technology Support Specialist

Position Overview: Provides technical support to employees across office and field operations as a primary point of contact for day-to-day technology issues, including troubleshooting hardware and software, preparing and deploying devices, managing routine user access, and supporting business applications, while improving information technology (IT) operations through accurate asset tracking, documentation, and standardized procedures.

ESSENTIAL DUTIES:

• Provide technical support for business applications, including Viewpoint Spectrum, Traqspera, Spreadsheet Server, Fleetio, Motive, and Microsoft 365.
• Prepare, configure, deploy, and troubleshoot laptops, mobile phones, tablets, and other company devices.
• Diagnose and resolve common Windows, Microsoft 365, account, application, connectivity, printer, and peripheral issues.
• Assist with employee onboarding and offboarding, customer-specific accounts, access requests, MFA, and password management.
• Maintain IT asset inventory, including equipment assignments, tracking, shipping, recovery, and lifecycle documentation.
• Create and maintain user guides, troubleshooting procedures, and internal IT documentation.
• Assist with routine system maintenance, technology deployments, device management, and improvements to IT support processes.
• Strong written and verbal communication skills are required.
• Occasional travel to field locations or other company facilities may be required.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

• Associate degree in Information Technology, Computer Science, or a related field - preferred; current students pursuing a relevant degree or technical certification are encouraged to apply.
• 1-3 years of relevant IT support experience - preferred but not required.
• Equivalent practical experience, technical projects, certifications, or demonstrated technical proficiency will be considered.
• Preferred, but not required:
  • Experience with Microsoft Entra ID, Intune, or other endpoint and identity management systems.
  • Experience supporting iPhones, iPads, and other mobile devices; familiarity with IT ticketing systems and asset management; previous help desk, desktop support, or similar technical support experience.
  • Hands-on experience diagnosing, maintaining, or repairing computer hardware.

KNOWLEDGE AND ABILITIES:

Knowledge:

• Windows operating systems, computer hardware, and common business applications.
• Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
• Basic networking concepts and connectivity troubleshooting.
• Configuration and troubleshooting of computers, mobile devices, and peripherals.

Abilities:

• Apply strong technical troubleshooting, problem-solving, and critical thinking skills, including researching unfamiliar problems and identifying practical solutions.
• Explain technical issues clearly to employees with varying levels of technical experience.
• Provide customer-service oriented support with effective written and verbal communication.
• Manage multiple requests, prioritize work, and follow through on unresolved issues.
• Work independently and collaborate with other IT team members.
• Learn new technologies independently and with self-motivation.
• Maintain attention to detail and accurate documentation.
• Exercise sound judgment regarding information security, confidentiality, and when to seek assistance.

ADDITIONAL REQUIREMENTS:

Instructions: Instructions are general; the position follows established IT procedures and company objectives and must use own judgment and initiative, seeking assistance when appropriate.

Physical Requirements of the Job: Work is typically performed in an office and remote (hybrid) environment and will involve sitting at a desk or table; work requires intermittent standing, walking, stooping; bending, climbing; reaching, gripping, grasping; must lift objects up to 25 pounds.

Tools, Equipment and Vehicles Use or Exposure: Normal office equipment, (computer, iPad, printer, telephone, camera, scanner, copy machine, etc.) when in office. Laptops, mobile phones, tablets, peripherals, and other company devices as required by the position.

Contacts: Frequent internal contacts with employees across office and field operations and with other IT team members, requiring tact and diplomacy.

Interruptions: Frequent.

Special Licensing Requirements: None.

Availability: Regular on-site availability required for device preparation, equipment management, and hands-on technical support. Occasional after-hours or weekend support may be necessary during planned maintenance, deployments, or critical outages.

Overtime Provision: Non-Exempt.