IT Support Specialist

Key Responsibilities

• Deliver first-level desktop and end-user support for Windows 11 devices, Microsoft 365, printers, peripherals, connectivity, warehouse devices, and approved business applications.
• Troubleshoot common hardware, application, account, printer, and network connectivity issues.
• Take ownership of assigned support tickets from intake through resolution or escalation.
• Document troubleshooting steps, user communication, resolution details, and next actions in the ticketing system.
• Communicate regularly with end users to provide updates, gather information, and confirm issue resolution.
• Escalate complex issues to the IT Support Supervisor or appropriate IT resource with clear notes and steps already completed.
• Maintain accurate inventory records for laptops, desktops, tablets, scanners, printers, and related IT equipment.
• Update asset records with assigned users, serial numbers, device locations, equipment status, and equipment changes.
• Assist with onboarding, transfer, and offboarding tasks by validating information, confirming access or equipment status, and updating tickets.
• Support users with first-login issues, password resets, MFA/DUO enrollment, Microsoft 365 access, Outlook, Teams, OneDrive, and account lockouts.
• Assist with basic Active Directory checks such as account status, group visibility, and password reset support when authorized.
• Support basic troubleshooting for approved business applications such as SAP, Zscaler/P21, RingCentral, and PrinterLogic.
• Provide first-level support for warehouse technology, including Android tablets, Zebra scanners such as MC9300/MC9400 and TC series devices, label printers, and related operational devices.
• Troubleshoot scanner connectivity, device login, application access, printer mapping, print queues, label printing issues, and basic warehouse Wi-Fi issues.
• Identify and report suspicious emails, unusual account activity, endpoint issues, or possible security incidents.
• Assist users with basic KnowBe4 training access issues and security awareness questions.
• Create and update knowledge base articles, user-facing instructions, checklists, and documentation for common first-level support issues.
• Recommend improvements when repeated tickets show the need for better documentation or user guidance.

Requirements

• Associ’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience may be considered.
• 2–3 years of hands-on experience in desktop support, helpdesk, or a similar IT support role.
• Solid working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking.
• Strong hands-on hardware experience with Dell business-class laptops and desktops (Latitude, OptiPlex, and Precision), including diagnostics, BIOS configuration, firmware and driver management, and basic component replacement such as RAM, SSDs, and batteries.
• Experience supporting printers, peripherals, and common office technology.
• Ability to troubleshoot hardware, account, application, printer, and connectivity issues.
• Ability to support users in both office and warehouse environments.
• Proven ability to explain technical concepts clearly to non-technical users.
• Strong customer service orientation with a proactive approach to resolving issues.
• Hightly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Team player who collaborates effectively with colleagues across departments.
• Familiarity with IT ticketing systems, inventory records, and knowledge base documentation.
• Basic exposure to Microsoft Intune, device compliance, device enrollment, or endpoint management (preferred).
• Basic exposure to Windows Autopilot enrollment or device provisioning workflows (preferred).
• Familiarity with BeyondTrust, NinjaOne, or endpoint remote support tools (preferred).
• Basic understanding of Windows update validation, driver checks, firmware checks, and patching concepts (preferred).
• Familiarity with KnowBe4 training support or security awareness follow-up (preferred).
• Experience supporting warehouse technology such as Android tablets, Zebra scanners, Zebra label printers, or Lexmark printers (preferred).