IT Support Specialist

Position Summary 

The IT Support Specialist is a professional-level role responsible for supporting, maintaining, and enhancing the organization’s end-user computing environment and IT service delivery. This position operates with a high degree of independence and regularly exercises discretion and judgment in evaluating, prioritizing, and resolving technical and operational issues. 

Working in close partnership with IT leadership and technical teams, this role contributes to the stability, security, and continuous improvement of systems that directly support business operations across multiple environments. 

Core Responsibilities 

Develop and maintain a working knowledge of the company’s infrastructure, business systems, endpoint environment, and support processes.  

Independently manage and resolve a broad range of technical issues, determining appropriate courses of action based on business impact, urgency, and system dependencies  

Administer and support Microsoft 365, Windows 10/11 environments, endpoint systems, standard business applications, remote access tools, and selected plant or distribution technologies. 

Analyze incidents and service requests, identify root causes, document resolutions, and escalate issues appropriately when additional engineering or vendor support is required 

Provision, configure, deploy, maintain, and lifecycle-manage endpoint devices and related technology assets in accordance with company standards. 

Oversee user identity and access management processes within Active Directory and Azure AD, ensuring appropriate access controls and adherence to company policies  

Plan and coordinate software deployments, patching strategies, and endpoint maintenance activities, making decisions that impact system performance, security posture, and user productivity  

Collaborate with internal stakeholders and external vendors to evaluate, escalate, and resolve complex technical issues, serving as a key point of coordination and decision-making  

Contribute to the development, refinement, and documentation of IT processes, standards, and best practices, influencing consistency and operational maturity  

Participate in technical projects, system implementations, and upgrades, providing input on approach, risk, and execution  

Support a distributed workforce, including remote users and sites, and determine appropriate solutions for connectivity and access challenges (e.g., VPN and remote access technologies)  

Utilize IT service management tools to prioritize workload, manage competing demands, and ensure timely and effective communication with stakeholders  

Serve as a trusted technical advisor to employees and management, translating technical concepts into practical guidance and business-relevant solutions  

Provide cross-functional support in office, warehouse, and manufacturing environments, adapting to varying operational requirements  

Participate in an on-call rotation and respond to after-hours issues, exercising judgment in incident response and escalation decisions  

Qualifications 

Bachelor’s degree in information technology or related field, or equivalent combination of education and professional experience  

2+ years of experience in IT support, systems administration, or technical services roles with increasing responsibility  

Demonstrated ability to independently troubleshoot and resolve complex technical issues and make decisions with limited supervision  

Experience administering:  

Microsoft 365 and Windows environments  

Active Directory and Azure AD  

Endpoint management and lifecycle processes  

Remote access and support technologies  

Strong analytical and problem-solving skills, with the ability to assess situations and determine appropriate actions  

Effective communication skills and the ability to work across all levels of the organization