IT Support Specialist

• Manage and monitor IT support tickets through Jira, ensuring timely resolution, accurate documentation, and appropriate escalation of issues and service requests.

• Maintain IT documentation and support resources within Confluence to promote knowledge sharing and consistent service delivery.

• Provide technical support for business applications, including ERP, Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and accounting platforms such as Microsoft Dynamics GP (Great Plains) and Dynamics 365.

• Troubleshoot and support Microsoft 365 applications, Windows 10 and 11 operating systems, and Android mobile scanners.

• Assist the network team with Windows Server 2016 and 2019 support and troubleshooting.

• Participate in testing new applications, system updates, and software upgrades to help ensure functionality and reliability.

• Perform password resets and manage document access permissions through Microsoft Entra ID (formerly Azure Active Directory) and on-premises Active Directory, following established approval and security procedures.

• Deliver responsive, professional, and customer-focused technical support to meet the needs of internal and external stakeholders.

• Configure, prepare, and deploy HP desktop and laptop computers, Windows Autopilot devices, and office IT equipment for new hires, equipment replacements, and office setups.

• Provide occasional onsite IT support at other locations across North America as business needs require.

• Follow established IT procedures, security standards, and documentation practices to support reliable and secure IT operations.

Required Skills:

• Strong organizational skills and attention to detail, with the ability to prioritize multiple tasks and service requests.

• Excellent analytical, logical-thinking, troubleshooting, and problem-solving skills.

• Strong written and verbal communication skills, with the ability to explain technical issues clearly to users with varying levels of technical knowledge.

• Solid understanding of IT support procedures, technical troubleshooting, and information technology best practices.

• Ability to quickly learn and support the organization's business applications, software, hardware, and IT systems.

• Proficiency with Microsoft Office applications and the Microsoft 365 environment.

• Ability to work independently while collaborating effectively with a global IT team.

Preferred Qualifications and Technical Experience:

• Experience with Microsoft Intune for device management and endpoint configuration is a plus.

• ITIL or CompTIA certification is preferred.

• Familiarity with Meraki, Microsoft Azure, Python, .NET, React, Node.js, or Boomi is a plus.

• Experience with Microsoft SQL Server, MySQL, or Oracle databases is highly desirable

• At least three years of related experience is required.

• Ability to sit at a desk and work on a computer for prolonged periods.
• Ability to lift up to 15 pounds occasionally.

• Eight-hour shift
• Monday through Friday

• 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Employee assistance program
• Health Savings Account (HSA)
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Paid time off
• Tuition reimbursement