IT Support Specialist

Summary

This position is responsible for the day-to-day administration, maintenance, support, and operation of FlexRack's IT infrastructure, systems, and end-user technology environment. The System Administrator serves as the primary technical resource for network administration, server administration, Microsoft 365 administration, cybersecurity, end-user support, onboarding/offboarding activities, and operational IT support across FlexRack locations. This role works closely with the Sr. IT Manager to maintain reliable and secure technology operations while supporting business continuity and organizational growth. This role is responsible for the tactical execution of IT operations while strategic planning, enterprise applications, vendor management, and ERP ownership remain with IT leadership.

Responsibilities

Hardware Responsibilities

• End User Hardware Support: Deploy, configure, and support desktop computers, laptops, docking stations, monitors, printers, scanners, mobile devices, and related peripherals. Diagnose and resolve hardware issues for end users. Coordinate hardware repairs, warranty claims, replacements, and vendor service requests. Maintain hardware inventories and asset tracking records. Prepare and deploy equipment for new employees and office relocations.
• Conference Room & Office Technology: Support conference room technology, meeting room equipment, displays, cameras, audio equipment, and collaboration tools. Troubleshoot meeting-related technology issues. Coordinate technology setups for meetings, presentations, and training events.
• Onboarding & Offboarding Support: Prepare and deploy workstations and equipment for new employees. Configure company-approved software and business applications. Recover and inventory equipment from departing employees. Assist with workspace technology setup and user orientation.

Software Responsibilities

• End User Technical Support: Provide Tier 1 and Tier 2 support for Microsoft Windows, Microsoft 365 applications, Teams, Outlook, SharePoint, and approved business applications. Troubleshoot software installation, configuration, printing, connectivity, and application-related issues. Escalate infrastructure, networking, security, and server-related issues appropriately.
• Microsoft 365 User Administration: Create, modify, and disable user accounts as directed. Manage user permissions, distribution lists, security groups, and licensing assignments. Assist users with Microsoft 365, Teams, Outlook, OneDrive, and SharePoint functionality.
• Application Support: Support approved business applications and user access requests. Assist with software deployments, upgrades, testing, and user training. Document recurring issues, solutions, procedures, and user support materials.
• Service Management: Track, prioritize, and resolve user support requests. Maintain support documentation and knowledge base articles. Identify recurring issues and recommend process improvements. Coordinate with vendors, software providers, and corporate IT teams when necessary.

Qualifications & Experience

• Education: Associate's degree in Information Technology, Information Systems, Computer Science, or related field required; equivalent work experience considered. Bachelor's degree preferred.
• Certifications: CompTIA A+, CompTIA Network+, and Microsoft 365 Fundamentals (MS-900) preferred.
• Required Experience: 1-3 years of IT support, desktop support, service desk, or technical support experience. Experience supporting Microsoft-based workstation environments, troubleshooting hardware and software issues, and configuring and deploying user workstations.
• Preferred Experience: Manufacturing environment experience. Experience supporting multiple locations. Experience supporting Microsoft 365 environments. Experience working alongside corporate IT or MSP organizations.

Technical Knowledge & Tools

• Hardware: Desktop and laptop deployment, printer support, peripheral support, mobile device support, conference room technology, asset management.
• Software: Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Basic Active Directory account administration, Basic Entra ID account administration, software installation and configuration, ERP systems.
• Support Operations: Ticketing systems, user onboarding/offboarding, documentation, user training and walkthroughs.

Soft Skills

• Strong customer service mindset.
• Excellent communication skills.
• Strong troubleshooting and problem-solving skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational and time-management abilities.
• Ability to prioritize multiple support requests.
• Ability to document processes and procedures clearly.
• Collaborative team player with the ability to work across departments.

Physical Demands & Work Environment

• Stationary Position: Frequently remains stationary up to 90% of the time and sitting up to 8 hours in a day.
• Move/Traverse: Infrequently bend, stand, stoop and/or walk.
• Carry Weight: Infrequently carry weight and/or lift objects (light to heavy) weighing up to 10 pounds.
• Hearing and Speech: Frequently communicates with the ability to hear and talk on a regular basis with employees, coworkers, and all personnel matters; must be able to exchange accurate information in these situations.
• Sight: Frequent use of sight to detect images on computer, office documents, and office objects near and far.
• Climb: Occasionally ascends/descends on stairway to get to office upper and lower floors.
• Travel: Up to 20% as needed.