IT Support Specialist

Location: Knoxville, TN. Hybrid  

About Us: The IT Company is Knoxville's managed IT, cybersecurity, cloud, and AI partner. We have spent 20+ years serving East Tennessee businesses, we are SOC 2 certified, and we manage 6,000+ devices for 65+ clients who trust us to run technology, so they do not have to think about it. We do not just fix computers. We help businesses.  

Job Description: We are seeking an IT Support Specialist to join our Reactive Services team. Your primary focus will be ticket based, reactive support, but we want someone who can flex into other parts of IT as the need arises. We hire for character and curiosity first. We care more about resilience and grit than a resume full of accolades. If you are the kind of person who dives in, figures things out, and does not stop until it is right, we want to talk to you. 

A Day in the Life: As an IT Support Specialist at The IT Company, your day starts by picking up tickets and figuring out what is going on, not just the symptoms, but the cause. You provide hands-on technical support to clients by phone, email, teams and remote sessions, walking them through fixes and explaining things in a way that makes sense to them. Some tickets you will solve in minutes because you have seen them before. Others you have not seen before at all, and that is where you dig in, test things out, ask a senior engineer a smart question, and learn something new. You document what you find, so the next person does not have to solve it twice. You take ownership of your queue and follow up until issues are resolved. You are comfortable using AI tools to help you research, troubleshoot, and automate your own work, because eliminating busy work is part of how we operate, not just something we sell. Your role is the front line of client trust, and every problem you solve moves the whole team forward. 

Primary Job Duties: 

• Provide hands-on technical support to our clients as the primary point of contact for reactive, ticket-based service desk work. 

• Respond to incoming support requests via phone, email, teams or ticketing system, categorizing, prioritizing, and working with them to resolution. 

• Troubleshoot hardware, software, and network issues, and know when and how to ask for help when it is beyond your current experience. 

• Dig into unfamiliar problems. Research, test, and ask questions until you understand the root cause, not just the workaround. 

• Understand what a change actually affects before you make it. A single setting can touch an entire client's organization, so think it through before you act, not just after. 

• Support Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), and everyday Microsoft 365 administration. 

• Use AI tools and automation to work faster and smarter. Comfort scripting, prompting, or vibe coding your way to a solution is a real advantage here. 

• Flex into other areas of IT, such as projects, security, or networking, as needed. This role is primarily a service desk, but we value people who can move across functions. 

• Document your work clearly: what the issue was, what you tried, and how it was resolved, so knowledge stays with the team. 

• Communicate with clients in plain language, setting honest expectations and following up until they know the issue is closed. 

• Build relationships with other engineers, ask questions, absorb how they think through problems, and bring that thinking back to your own tickets. 

• Look for the recurring problem behind the issue and speak up when you spot a pattern worth fixing at the root. 

Qualifications & Experience: 

• Some real, hands-on experience with computers, networks, or technology, whether that is professional IT work, an MSP help desk, military or technical training, or a serious self-taught or home lab background. What you can do and how fast you pick things up matters most. 

• A track record of figuring things out. Tell us about something you built, fixed, automated, or repaired on your own that nobody asked you to. 

• Basic understanding of Windows environments, networking fundamentals, and common business applications. 

• Comfortable using AI tools such as Copilot, or Claude to research, troubleshoot, or automate your work. 

• Strong ownership of mentality. You would rather stay a little late and solve it than hand off a half-finished job. 

• Good judgment alongside your drive. You know the difference between moving fast and moving carelessly, especially with changes that affect a client's whole environment. 

• Clear, patient communication. Comfortable explaining technical things to people who are not technical. 

• Coachable. You take feedback well, ask questions when you do not know something, and do not pretend otherwise. 

• Reliability that clients and teammates can count on. 

• Ready to contribute from day one, with the resilience and grit to grow fast once you are here. 

Bonus Points if you have: 

• CompTIA A+, Network+, or Security+ (completed or actively working toward). 

• Experience vibe coding or using AI tools to build scripts, automations, or small tools of your own. 

• A home lab, side business, or personal projects where you have set up networks, servers, VMs, or automation. We would love to hear about them. 

• Prior MSP or client facing IT support experience. 

• Experience with Microsoft 365, Active Directory, or basic firewall and VPN configuration. 

• A story about a time you stayed with a problem, a client crisis, a weird bug, or a system down until it was fixed. 

Our Core Values: 

• Always Be Improving.  

• Be Trustworthy.  

• Invest in Others.  

• Take Pride in What You Do.  

Perks: 

• Competitive salary and benefits package. 
• Real opportunities to grow and expand your skill set across different areas of IT. 
• Hybrid or remote options. 
• Health, dental, and vision insurance. 
• 401(k) plan with company contribution. 
• Responsible PTO Policy (No set limit as long as it is approved by manager). 

You should be comfortable with the following work conditions and other considerations: 

• Candidates should have reliable transportation. 

• Candidates should be able to lift 50 or more pounds. 

Job Type: Full-time 

Job Status: Non/exempt

Salary: Open for discussion based on experience