IT Support Specialist I - IT

Position Responsibilities may include, but not limited to

• Deliver excellent customer service by providing timely and professional communication with end-users
• Educate users on basic IT processes and provide guidance on self-service tools
• Maintain a positive and friendly attitude with interacting with customers, regardless of technical challenges
• Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
• Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
• Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
• Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
• Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
• Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
• Follow up with end-users to ensure issues are resolved and customers are satisfied
• Assist in the installation, configuration, and setup of hardware and software for new users
• Maintain an inventory of IT assets, including hardware and software licenses
• Assist in recycling of decommissioned assets
• Work closely with other IT support team members to ensure seamless issue resolution
• Participate in team meetings to discuss common issues, trends, and improvements to support processes
• Primarily office-based, with occasional remote support duties
• On call rotation required, may require occasional after-hours or weekend work during critical periods
• May require travel other Mom's Meals locations

Required Skills and Experience

• High school diploma or equivalent
• Basic understanding of computer hardware, software, and networking
• Familiarity with Windows operating systems and Microsoft Office 365 applications
• Proficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)
• Strong communication and customer service skills
• Must be a self-starter and be able to work without direct supervision
• Ability to follow instructions and work in a fast-paced environment
• Ability to lift 50 pounds; stand for extended periods of time
• Ability to bend down and work under desks as needed

Preferred Skills and Experience

• Associate's degree in IT or related field
• 0-1 year of experience in an IT support or help desk role
• Certifications such as CompTIA A+ or ITIL Foundation
• Basic knowledge of ticketing systems and remote support tools

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
• Typical office environment, majority of work performed on computer
• Ability to carry and lift up to 40 lbs
• Must be able to bend, kneel and crawl in tight spaces

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.