IT Support Specialist

Position: IT Support Specialist

Department: IT 

Report To: Sr. Systems Engineer

☐ Exempt ☒ Non-exempt

Job Summary: 

The IT Support Specialist provides broad technical support across hardware, software, network, and user‑support environments. This role serves as a key point of contact for day‑to‑day IT operations, ensuring reliable systems, responsive support, and a positive end‑user experience. The IT Support Specialist supports both onsite and remote employees, assists with IT projects, and works closely with senior IT staff on infrastructure, security, and system improvements.
 This role offers growth opportunities into systems administration, infrastructure, and security responsibilities over time.

Duties & Responsibilities:

End‑User Support

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals
• Troubleshoot and resolve issues related to Windows, macOS, Microsoft 365, VPN, MFA, and common business applications
• Respond to help desk tickets, prioritize issues, and document resolutions clearly
• Assist users with onboarding, offboarding, and day‑to‑day IT requests

Hardware & Software Management

• Deploy, configure, and maintain PCs, laptops, monitors, docking stations, and mobile devices
• Install, configure, and update operating systems and standard software
• Maintain hardware inventory and assist with asset tracking and lifecycle management
• Coordinate warranty repairs and vendor support when needed

Account & Access Management

• Create, modify, and disable user accounts in Active Directory / Azure AD
• Manage group memberships, licensing, and access permissions
• Assist with MFA resets and account‑related security issues
• Follow documented access and security procedures

Networking & Systems Support

• Provide basic support for network connectivity issues (LAN, Wi‑Fi, VPN)
• Assist with printer, firewall, access point, and switch troubleshooting
• Support routine system maintenance and monitoring
• Escalate complex infrastructure issues to senior IT staff as appropriate

Security & Best Practices

• Follow IT security policies and assist in enforcing endpoint and access controls
• Support antivirus/endpoint protection tools
• Help educate users on security awareness and acceptable use practices
• Participate in incident response and documentation when required

Projects & Continuous Improvement

• Assist with IT projects such as hardware refreshes, software rollouts, and office expansions
• Help document procedures, knowledge base articles, and IT standards
• Identify opportunities to improve reliability, efficiency, and user experience
• Perform other IT‑related duties as assigned

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field or equivalent hands‑on experience
• 2–4 years of experience in a general IT support or help desk role
• Working knowledge of: 
  • Windows and macOS environments
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Basic networking concepts (TCP/IP, DNS, DHCP, Wi‑Fi)
• Strong troubleshooting, communication, and customer‑service skills
• Ability to manage multiple tasks and work independently

Preferred Qualifications

• Familiarity with endpoint management or MDM solutions
• Basic understanding of cybersecurity principles
• IT certifications such as A+, Network+, or Microsoft certifications
• Experience supporting both onsite and remote users

Physical & Work Requirements

• Ability to lift and move IT equipment (up to ~40 lbs)
• Occasional after‑hours or on‑call support may be required
• Onsite presence required as needed to support business operations

Note: Employees may be crossed trained in any or all areas. At any point in time an employee may be asked by the manager to perform responsibilities outside the areas indicated above.