IT Support Specialist

Job Summary:

The IT Specialist is responsible for providing day-to-day technical support and maintaining reliable technology operations for a distribution and service company. This role delivers Tier 1 and Tier 2 support to end users, ensures the stability and security of IT systems, and supports core business applications. The IT Support Specialist works closely with internal teams and external partners to resolve technical issues efficiently and support business continuity.

Key Responsibilities:

IT Support and Troubleshooting:

· Provide Tier 1 and Tier 2 help desk support to end users via phone, email, chat, and ticketing systems.

· Diagnose and resolve hardware, software, and network-related issues involving desktops, laptops, printers, and mobile devices.

· Troubleshoot network connectivity issues, including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP.

· Install, configure, and maintain operating systems and standard business applications.

· Escalate complex or unresolved issues to senior IT staff or vendors as appropriate.

User Account and Systems Administration:

· Support user account management using Active Directory, Microsoft Entra (Azure AD), and Microsoft 365.

· Assist with employee onboarding and offboarding, including hardware setup and access provisioning.

· Maintain accurate documentation of systems, issues, resolutions, and procedures within the IT knowledge base.

Salesforce and Business Application Support:

· Provide support for Salesforce users, including user account setup, permissions, and access management.

· Troubleshoot Salesforce login, access, and data-related issues.

· Assist with basic Salesforce configuration, reports, and dashboards.

· Coordinate with internal teams or external processes.

· Foster a collaborative team environment.

Required Qualifications:

· Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

· Minimum of two years of experience in an IT help desk or technical support role.

· Strong troubleshooting skills across Windows and macOS environments.

· Working knowledge of core networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

· Hands-on experience supporting Salesforce in a user-facing or administrative capacity.

· Experience working with IT service management or ticketing systems.

· Strong verbal and written communication skills.

Preferred Qualifications:

· Salesforce certifications (e.g., Salesforce Administrator)

· Experience with VoIP systems, firewalls, and network monitoring tools.

· Experience supporting remote work environments.

Work Environment:

· Office-based position

· Standard business hours with occasional flexibility based on operational needs

· Occasional travel to different branches (Average 1-2 trips per year)

Benefits:

· Comprehensive medical, dental and vision insurance coverage

· Short-term disability, long-term disability and life insurance protection

· 401(k) retirement savings plan with company match

· Paid Time Off (PTO) and holidays

· Opportunities for professional growth and development

Work Location: In person