IT Support Specialist

<p><strong>Bassett Mechanical is a 3rd generation family-owned company that provides custom-built industrial refrigeration, HVAC, plumbing, metal fabricating and preventative maintenance service solutions to customers throughout the United States and the world. It is not only a great place to grow and thrive in your career. It is a place to truly belong. As a member of the Bassett Mechanical Team, you'll enjoy a competitive compensation and benefits package and many professional growth opportunities. From the moment you're hired, to the day you retire, you're a part of our Bassett Mechanical Team.&nbsp;</strong></p><p><strong>Position Purpose</strong></p><p>Provide advanced second-line technical support and serve as an escalation point for complex incidents and requests. This role owns high-impact tickets, drives root cause analysis, mentors Tier I technicians, and continuously improves the knowledge base and standard operating procedures. Work is delivered through the service desk, onsite visits, and remote tools with a strong focus on customer experience, security, and operational excellence.</p><p><strong>Position Responsibilities</strong></p><ul><li><strong>Service Desk Operations</strong><ul><li>Serve as Tier II escalation for complex issues across Windows, Microsoft 365, Teams, SharePoint, OneDrive, and core business applications.</li><li>Resolve at first contact when feasible; when reassigning, provide a warm handoff with a clear summary, steps tried, evidence, and recommended next steps.</li><li>Maintain SLA adherence, provide timeline updates, and close the loop at completion.</li><li>Create clear, reproducible resolution notes for every closure.</li></ul></li><li><strong>Endpoint, Access &amp; Collaboration</strong><ul><li>Image, deploy, and maintain laptops, desktops, and peripherals using Intune or MECM.</li><li>Perform advanced troubleshooting for device health, performance, drivers, and patching.</li><li>Execute onboarding and offboarding tasks, including accounts, access, MFA, and equipment.</li><li>Administer identity and access tasks in Active Directory and Entra ID under least-privilege standards.</li></ul></li><li><strong>Knowledge &amp; Continuous Improvement</strong><ul><li>Independently create and maintain knowledge articles and SOPs for repeatable solutions and standard requests.</li><li>Contribute observations and data to improve processes, the service catalog, and user experience.</li><li>Review and provide feedback on Tier I ticket quality and resolution practices.</li></ul></li><li><strong>Team Development</strong><ul><li>Mentor and support Tier I technicians through coaching, knowledge sharing, and escalation review.</li><li>Contribute to team training materials and onboarding documentation.</li></ul></li><li><strong>Inventory &amp; Asset Stewardship</strong><ul><li>Maintain stock of standard peripherals and spares.</li><li>Accurately track equipment assignments and returns in the asset management system.</li><li>Assist with scheduled equipment checks and site audits as assigned.</li><li>Manage disposal of retired assets with secure data wipe, chain of custody, and compliant recycling.</li></ul></li><li><strong>Operational Awareness &amp; Security</strong><ul><li>Surface widespread or recurring issues for problem management review.</li><li>Follow all established security and privacy policies and procedures.</li></ul></li><li>All other duties as assigned.</li></ul><p><strong>Summary of Skills, Knowledge and Abilities&nbsp;</strong></p><ul><li>Associate&rsquo;s degree in information technology or a related field required; Bachelor's degree preferred. CompTIA A+ certification accepted in lieu of degree.</li><li>3+ years of progressive IT support experience, with demonstrated Tier II or advanced technical troubleshooting capabilities.</li><li>Ability to communicate technical issues clearly to both technical and non-technical audiences.</li><li>Strong written and verbal communication skills.</li><li>Strong organizational skills with the ability to manage multiple high-priority tasks simultaneously.</li><li>Advanced proficiency in Microsoft Windows 10/11 and Microsoft 365, including Teams, SharePoint, and OneDrive.</li><li>Hands-on experience with Intune or MECM for device management, deployment, and troubleshooting.</li><li>Working knowledge of Active Directory and Entra ID for identity and access administration.</li><li>Strong troubleshooting and analytical skills, including the ability to perform structured root cause analysis.</li><li>Demonstrated ability to mentor or guide less experienced technical staff.</li><li>CompTIA A+ or Network+ certification, or Microsoft certification (e.g., MD-102).</li><li>Experience with PowerShell scripting for basic automation or reporting tasks.</li><li>Familiarity with ITIL principles or an equivalent service management framework.</li><li>Experience with a major ITSM ticketing system (e.g., ServiceDesk Plus, ServiceNow, Jira Service Desk).</li></ul><p><strong>Direct Reports</strong></p><ul><li>None.</li></ul>