IT Specialist

IT Specialist (Help Desk / Field Support) — Job Description

Position Summary

The IT Specialist provides technical support for end users, maintains IT systems and equipment, and helps ensure reliable day-to-day technology operations across the organization. This role supports desktops/laptops, printers, networking, user accounts, and common business applications while delivering excellent customer service and timely issue resolution. This position will be the eyes and ears for the IT department. This job may require late nights and/or weekends depending on the IT department’s needs.

Key Responsibilities

User Support & Troubleshooting

• Provide friendly, professional support for employees experiencing technical issues. In person, over the phone, email, and chat (Teams)
• Troubleshoot and resolve problems related to:
  • Windows and/or macOS computers
  • Email and account access
  • Printers and scanners
  • Internet connectivity and Wi-Fi
  • Basic application issues (Microsoft 365, browsers, etc.)
• Document issues, fixes, and next steps using a ticketing system
• Escalate complex issues to senior IT staff or vendors when needed

Hardware & Device Management

• Set up and deploy computers, monitors, phones, tablets, and peripherals
• Perform workstation installs, replacements, and upgrades
• Maintain inventory of IT assets and ensure equipment is labeled and tracked
• Assist with onboarding/offboarding including equipment collection and account changes

Network & Connectivity Support

• Support basic networking tasks such as:
  • Troubleshooting switches, routers, and access points
  • Running and terminating Ethernet cables (if needed)
  • Verifying network drops and connectivity
• Assist with ISP troubleshooting and vendor coordination
• Support VPN connections and remote access tools

Accounts, Security & Access

• Create and manage user accounts (Active Directory / Microsoft 365 / Google Workspace, etc.)
• Reset passwords and manage access permissions
• Assist with security practices like:
  • MFA setup and support
  • Antivirus/endpoint protection checks
  • Device updates and patching
• Follow company IT policies for security and compliance

Systems & Operations

• Perform routine maintenance and health checks
• Support printers, physical phones, and shared devices
• Assist with IT projects such as new site setups, upgrades, inventory or migrations

Required Skills & Qualifications

• Prior experience in IT support, help desk, or similar role or equivalent hands-on experience
• Strong troubleshooting skills and ability to explain technical issues clearly
• Familiarity with:
  • Windows 10/11 (and/or macOS)
  • Microsoft 365 (Outlook, Teams, OneDrive)
  • Printers and common office hardware
  • Basic networking concepts (IP addresses, DNS, Wi-Fi)
• Good communication and customer service skills
• Ability to prioritize tasks and manage time effectively

Physical / Work Requirements

• Ability to lift and move IT equipment (up to ~30 lbs.)
• Ability to climb under desks or behind furniture
• Ability to travel between locations as needed
• Occasional after-hours or weekend work for upgrades or emergencies

Success in This Role Looks Like

• Users feel supported and issues are resolved quickly and professionally
• Workstations and devices are deployed cleanly and consistently
• Tickets are documented clearly and closed with proper notes in a timely manner
• IT systems stay stable, secure, and organized