IT Support Specialist

About the role

We are looking for a proactive and customer-oriented IT Support Specialist to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently.

Key Responsibilities

• Supporting various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity involving regular deskside support for laptops, printers, scanners, and other peripheral devices.
• Responding to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes.
• Closely working with internal teams to resolve issues quickly and consistently exceed SLA expectations.
• Providing exceptional customer service.
• Prioritizing user satisfaction in every interaction.
• Documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

Qualifications

• Required: 3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.
• Proficiency in supporting Windows-based PCs, including hardware diagnostics and software troubleshooting.
• Experience with application support for internal business users, including installation, configuration, and issue resolution.
• Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
• Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and experience documenting technical issues and resolutions.
• Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
• Excellent communication and customer service skills, with a user-first mindset and a calm, professional demeanor under pressure.

Preferred

• Familiarity with Jira or ServiceNow ticketing system

Job Location

This position will be based in Jacksonville, FL and will require up to 10% travel to IEM sites to support deployments and project activities and for other related activities.

Why Join IEM

If you're driven, collaborative, and ready to make an impact, we'd love to hear from you. Your creativity and passion can help us achieve great things—come be part of the journey.

Benefits

We offer a comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success.