IT Support Specialist

Key Responsibilities

• Front-Line Support: Act as the first point of contact for technical issues via phone, email, chat, and in-person.
• Troubleshooting: Diagnose and resolve basic hardware (laptops, printers, peripherals) and software (Office 365, Windows OSes, Sage 100, proprietary apps) problems.
• User Provisioning: Help set up workstations for new hires, including imaging desktops, laptops, and configuring user accounts.
• Ticket Management: Document, track, and monitor problems using our ticketing system to ensure timely resolution and follow-up.
• Escalation: Recognize when a problem needs to be escalated and escalate to the proper team.
• Knowledge Base: Create simple "How-To" guides to help employees solve common issues on their own.
• Document Network infrastructure and devices: Create a documentation system to aid in properly supporting the network.

Required Skills & Qualifications

• Technical Basics: Familiarity with Microsoft Server, Windows 11, macOS, and the Microsoft 365 suite. Basic networking background with general understanding DHCP, DNS, Group Policy, VOiP, and VLAN configuration. Crystal Reports and SQL experience a plus.
• Hardware Knowledge: Basic understanding of PC/Laptop components and office networking (cables, routers, Wi-Fi).
• Communication: The ability to translate "tech-speak" into plain English for non-technical colleagues.
• Patience & Empathy: A genuine desire to help people, even when they're frustrated• because their spreadsheet disappeared.

Education/Experience:

• High School Diploma or equivalent required (Associate's degree in IT preferred).
• 2+ years of experience in a customer service or technical role.
• Certifications like CompTIA A+ or Network+ are a plus!