IT Support Specialist
Knoxville Technology Council · Knoxville, TN · 3 wk ago
Full-time
We need to output HTML fragment with sections: headings using for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. Use
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. Use - for any list of duties/requirements/benefits. Use
for prose. Include only sections with real specific content. Remove boilerplate.
We need to parse the posting.
Location: Knoxville, TN. Hybrid. About Us: description. Job Description: we are seeking IT Support Specialist... A Day in the Life: description. Primary Job Duties: bullet list. Qualifications & Experience: bullet list? Actually it's prose with bullet-like sentences. Bonus Points If You Have: list. Our Core Values: list? It's bullet list of values. Perks: list. Then work conditions: Candidates should have reliable transportation... etc. Job Type: Full-time Job Status: Non/exempt Salary: Open for discussion based on experience.
We need sections: About the role? Could be "About Us" maybe. Responsibilities: Primary Job Duties. Requirements: Qualifications & Experience + Bonus Points? Could combine. Skills: maybe from qualifications. Benefits: Perks. Pay: Salary info (Open for discussion based on experience) - that's specific? It says "Open for discussion based on experience". That's not a specific number but it's still content. Should we include Pay section? The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state Salary: Open for discussion based on experience. So we can include Pay section with that sentence. Schedule: Not mentioned besides Hybrid or remote options, maybe schedule not explicit. There's "Hybrid or remote options." That's about work arrangement, not schedule. No explicit schedule like full-time hours. Could omit Schedule.
We need to avoid filler like "commensurate with experience". "Open for discussion based on experience" is similar but it's actual statement. Might be okay.
We need to include location? Possibly as a short p under About Us? The location is given at top: "Location: Knoxville, TN. Hybrid". Could embed in About Us paragraph.
We must not include Job ID etc.
We must not include application instructions, EEO, etc.
We need to output only HTML fragment.
Let's craft sections:
About the role
maybe combine About Us and location.
But "About the role" heading is for section about role description. Could use "About the role" for the description of the role (Job Description + A Day in the Life). Or we could have "About the company". However instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should use those exact headings when we have content.
Thus we need sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay. Possibly also Skills separate from Qualifications? Might be redundant. We can combine Qualifications and Skills into one section if content overlaps. But we need to decide.
We have qualifications & experience (including bonus points). Skills could be derived from qualifications (e.g., comfort with AI tools, scripting, etc.). Might be okay to have Qualifications section covering both.
We have Benefits: Perks list.
Pay: Salary statement.
We might also have a short paragraph for location/hybrid.
Let's extract content.
About the role: Could combine Job Description and A Day in the Life paragraphs.
Job Description paragraph: "We are seeking an IT Support Specialist to join our Reactive Services team. Your primary focus will be ticket based, reactive support, but we want someone who can flex into other parts of IT as the need arises. We hire for character and curiosity first. We care more about resilience and grit than a resume full of accolades. If you are the kind of person who dives in, figures things out, and does not stop until it is right, we want to talk to you."
A Day in the Life paragraph: longer description.
We'll combine into prose under About the role.
Responsibilities: Primary Job Duties list. Let's extract each duty as bullet.
Primary Job Duties list:
- Provide hands-on technical support to our clients as the primary point of contact for reactive, ticket-based service desk work.
- Respond to incoming support requests via phone, email, teams or ticketing system, categorizing, prioritizing, and working with them to resolution.
- Troubleshoot hardware, software, and network issues, and know when and how to ask for help when it is beyond your current experience.
- Dig into unfamiliar problems. Research, test, and ask questions until you understand the root cause, not just the workaround.
- Understand what a change actually affects before you make it. A single setting can touch an entire client's organization, so think it through before you act, not just after.
- Support Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), and everyday Microsoft 365 administration.
- Use AI tools and automation to work faster and smarter.
- Comfort scripting, prompting, or vibe coding your way to a solution is a real advantage here.
- Flex into other areas of IT, such as projects, security, or networking, as needed. This role is primarily a service desk, but we value people who can move across functions.
- Document your work clearly: what the issue was, what you tried, and how it was resolved, so knowledge stays with the team.
- Communicate with clients in plain language, setting honest expectations and following up until they know the issue is closed.
- Build relationships with other engineers, ask questions, absorb how they think through problems, and bring that thinking back to your own tickets.
- Look for the recurring problem behind the issue and speak up when you spot a pattern worth fixing at the root.
We'll put each as - .
Requirements: Qualifications & Experience paragraph plus Bonus Points.
Qualifications & Experience paragraph sentences:
- Some real, hands-on experience with computers, networks, or technology, whether that is professional IT work, an MSP help desk, military or technical training, or a serious self-taught or home lab background.
- What you can do and how fast you pick things up matters most.
- A track record of figuring things out. Tell us about something you built, fixed, automated, or repaired on your own that nobody asked you to.
- Basic understanding of Windows environments, networking fundamentals, and common business applications.
- Comfortable using AI tools such as Copilot, or Claude to research, troubleshoot, or automate your work.
- Strong ownership of mentality. You would rather stay a little late and solve it than hand off a half-finished job.
- Good judgment alongside your drive. You know the difference between moving fast and moving carelessly, especially with changes that affect a client's whole environment.
- Clear, patient communication. Comfortable explaining technical things to people who are not technical.
- Coachable. You take feedback well, ask questions when you do not know something, and do not pretend otherwise.
- Reliability that clients and teammates can count on. Ready to contribute from day one, with the resilience and grit to grow fast once you are here.
Bonus Points If You Have list:
- CompTIA A+, Network+, or Security+ (completed or actively working toward).
- Experience vibe coding or using AI tools to build scripts, automations, or small tools of your own.
- A home lab, side business, or personal projects where you have set up networks, servers, VMs, or automation.
- Prior MSP or client facing IT support experience.
- Experience with Microsoft 365, Active Directory, or basic firewall and VPN configuration.
- A story about a time you stayed with a problem, a client crisis, a weird bug, or a system down until it was fixed.
We could combine these into a
under Requirements.
Skills: Could be separate but maybe we can omit if overlapping. However we have content for skills like "comfort scripting, prompting, or vibe coding", "comfortable using AI tools", "clear communication", etc. Might be okay to have Skills section listing those.
But we already have many bullet points in Qualifications. Might be better to have Requirements (qualifications+experience) and Skills (specific technical skills). Let's extract skills:
- Hands-on experience with computers, networks, technology.
- Basic understanding of Windows environments, networking fundamentals, common business applications.
- Comfortable using AI tools (Copilot, Claude).
- Comfort scripting, prompting, or vibe coding.
- Support Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), everyday Microsoft 365 administration.
- Experience with Microsoft 365, Active Directory, basic firewall and VPN configuration.
- CompTIA A+, Network+, Security+ (bonus).
- Experience vibe coding or using AI tools to build scripts, automations, small tools.
- Home lab, side business, personal projects with networks, servers, VMs, automation.
- Prior MSP or client facing IT support experience.
But many overlap with qualifications. To avoid duplication, maybe we just have one section "Requirements" that includes both qualifications and skills. The instruction says we can have sections like Qualifications, Skills, Benefits etc. It's okay to have both if content distinct. But we risk duplication. However we can still have both if we split content: Qualifications focusing on experience/soft skills, Skills focusing on technical abilities.
Let's try:
Qualifications section: focus on experience, track record, ownership, judgment, communication, coachable, reliability, resilience, grit, character, curiosity.
Skills section: technical skills: hands-on experience with computers/networks, Windows/macOS, networking fundamentals, Microsoft 365, AI tools, scripting/vibe coding, CompTIA certs, MSP experience, etc.
We'll need to ensure we don't repeat same sentences.
Let's extract Qualifications content (soft/experience):
- Some real, hands-on experience with computers, networks, or technology, whether that is professional IT work, an MSP help desk, military or technical training, or a serious self-taught or home lab background.
- What you can do and how fast you pick things up matters most.
- A track record of figuring things out. Tell us about something you built, fixed, automated, or repaired on your own that nobody asked you to.
- Strong ownership of mentality. You would rather stay a little late and solve it than hand off a half-finished job.
- Good judgment alongside your drive. You know the difference between moving fast and moving carelessly, especially with changes that affect a client's whole environment.
- Clear, patient communication. Comfortable explaining technical things to people who are not technical.
- Coachable. You take feedback well, ask questions when you do not know something, and do not pretend otherwise.
- Reliability that clients and teammates can count on. Ready to contribute from day one, with the resilience and grit to grow fast once you are here.
- Hire for character and curiosity first. We care more about resilience and grit than a resume full of accolades. If you are the kind of person who dives in, figures things out, and does not stop until it is right, we want to talk to you.
That's a bit repetitive but okay.
Skills section: technical abilities:
- Basic understanding of Windows environments, networking fundamentals, and common business applications.
- Comfortable using AI tools such as Copilot, or Claude to research, troubleshoot, or automate your work.
- Support Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), and everyday Microsoft 365 administration.
- Comfort scripting, prompting, or vibe coding your way to a solution is a real advantage here.
- Experience with Microsoft 365, Active Directory, or basic firewall and VPN configuration.
- CompTIA A+, Network+, or Security+ (completed or actively working toward).
- Experience vibe coding or using AI tools to build scripts, automations, or small tools of your own.
- A home lab, side business, or personal projects where you have set up networks, servers, VMs, or automation.
- Prior MSP or client facing IT support experience.
We'll also include
for prose. Include only sections with real specific content. Remove boilerplate. We need to parse the posting. Location: Knoxville, TN. Hybrid. About Us: description. Job Description: we are seeking IT Support Specialist... A Day in the Life: description. Primary Job Duties: bullet list. Qualifications & Experience: bullet list? Actually it's prose with bullet-like sentences. Bonus Points If You Have: list. Our Core Values: list? It's bullet list of values. Perks: list. Then work conditions: Candidates should have reliable transportation... etc. Job Type: Full-time Job Status: Non/exempt Salary: Open for discussion based on experience. We need sections: About the role? Could be "About Us" maybe. Responsibilities: Primary Job Duties. Requirements: Qualifications & Experience + Bonus Points? Could combine. Skills: maybe from qualifications. Benefits: Perks. Pay: Salary info (Open for discussion based on experience) - that's specific? It says "Open for discussion based on experience". That's not a specific number but it's still content. Should we include Pay section? The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state Salary: Open for discussion based on experience. So we can include Pay section with that sentence. Schedule: Not mentioned besides Hybrid or remote options, maybe schedule not explicit. There's "Hybrid or remote options." That's about work arrangement, not schedule. No explicit schedule like full-time hours. Could omit Schedule. We need to avoid filler like "commensurate with experience". "Open for discussion based on experience" is similar but it's actual statement. Might be okay. We need to include location? Possibly as a short p under About Us? The location is given at top: "Location: Knoxville, TN. Hybrid". Could embed in About Us paragraph. We must not include Job ID etc. We must not include application instructions, EEO, etc. We need to output only HTML fragment. Let's craft sections:
About the role
maybe combine About Us and location. But "About the role" heading is for section about role description. Could use "About the role" for the description of the role (Job Description + A Day in the Life). Or we could have "About the company". However instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should use those exact headings when we have content. Thus we need sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay. Possibly also Skills separate from Qualifications? Might be redundant. We can combine Qualifications and Skills into one section if content overlaps. But we need to decide. We have qualifications & experience (including bonus points). Skills could be derived from qualifications (e.g., comfort with AI tools, scripting, etc.). Might be okay to have Qualifications section covering both. We have Benefits: Perks list. Pay: Salary statement. We might also have a short paragraph for location/hybrid. Let's extract content. About the role: Could combine Job Description and A Day in the Life paragraphs. Job Description paragraph: "We are seeking an IT Support Specialist to join our Reactive Services team. Your primary focus will be ticket based, reactive support, but we want someone who can flex into other parts of IT as the need arises. We hire for character and curiosity first. We care more about resilience and grit than a resume full of accolades. If you are the kind of person who dives in, figures things out, and does not stop until it is right, we want to talk to you." A Day in the Life paragraph: longer description. We'll combine into prose under About the role. Responsibilities: Primary Job Duties list. Let's extract each duty as bullet. Primary Job Duties list: - Provide hands-on technical support to our clients as the primary point of contact for reactive, ticket-based service desk work. - Respond to incoming support requests via phone, email, teams or ticketing system, categorizing, prioritizing, and working with them to resolution. - Troubleshoot hardware, software, and network issues, and know when and how to ask for help when it is beyond your current experience. - Dig into unfamiliar problems. Research, test, and ask questions until you understand the root cause, not just the workaround. - Understand what a change actually affects before you make it. A single setting can touch an entire client's organization, so think it through before you act, not just after. - Support Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), and everyday Microsoft 365 administration. - Use AI tools and automation to work faster and smarter. - Comfort scripting, prompting, or vibe coding your way to a solution is a real advantage here. - Flex into other areas of IT, such as projects, security, or networking, as needed. This role is primarily a service desk, but we value people who can move across functions. - Document your work clearly: what the issue was, what you tried, and how it was resolved, so knowledge stays with the team. - Communicate with clients in plain language, setting honest expectations and following up until they know the issue is closed. - Build relationships with other engineers, ask questions, absorb how they think through problems, and bring that thinking back to your own tickets. - Look for the recurring problem behind the issue and speak up when you spot a pattern worth fixing at the root. We'll put each as- under Requirements.
Skills: Could be separate but maybe we can omit if overlapping. However we have content for skills like "comfort scripting, prompting, or vibe coding", "comfortable using AI tools", "clear communication", etc. Might be okay to have Skills section listing those.
But we already have many bullet points in Qualifications. Might be better to have Requirements (qualifications+experience) and Skills (specific technical skills). Let's extract skills:
- Hands-on experience with computers, networks, technology.
- Basic understanding of Windows environments, networking fundamentals, common business applications.
- Comfortable using AI tools (Copilot, Claude).
- Comfort scripting, prompting, or vibe coding.
- Support Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), everyday Microsoft 365 administration.
- Experience with Microsoft 365, Active Directory, basic firewall and VPN configuration.
- CompTIA A+, Network+, Security+ (bonus).
- Experience vibe coding or using AI tools to build scripts, automations, small tools.
- Home lab, side business, personal projects with networks, servers, VMs, automation.
- Prior MSP or client facing IT support experience.
But many overlap with qualifications. To avoid duplication, maybe we just have one section "Requirements" that includes both qualifications and skills. The instruction says we can have sections like Qualifications, Skills, Benefits etc. It's okay to have both if content distinct. But we risk duplication. However we can still have both if we split content: Qualifications focusing on experience/soft skills, Skills focusing on technical abilities.
Let's try:
Qualifications section: focus on experience, track record, ownership, judgment, communication, coachable, reliability, resilience, grit, character, curiosity.
Skills section: technical skills: hands-on experience with computers/networks, Windows/macOS, networking fundamentals, Microsoft 365, AI tools, scripting/vibe coding, CompTIA certs, MSP experience, etc.
We'll need to ensure we don't repeat same sentences.
Let's extract Qualifications content (soft/experience):
- Some real, hands-on experience with computers, networks, or technology, whether that is professional IT work, an MSP help desk, military or technical training, or a serious self-taught or home lab background.
- What you can do and how fast you pick things up matters most.
- A track record of figuring things out. Tell us about something you built, fixed, automated, or repaired on your own that nobody asked you to.
- Strong ownership of mentality. You would rather stay a little late and solve it than hand off a half-finished job.
- Good judgment alongside your drive. You know the difference between moving fast and moving carelessly, especially with changes that affect a client's whole environment.
- Clear, patient communication. Comfortable explaining technical things to people who are not technical.
- Coachable. You take feedback well, ask questions when you do not know something, and do not pretend otherwise.
- Reliability that clients and teammates can count on. Ready to contribute from day one, with the resilience and grit to grow fast once you are here.
- Hire for character and curiosity first. We care more about resilience and grit than a resume full of accolades. If you are the kind of person who dives in, figures things out, and does not stop until it is right, we want to talk to you.
That's a bit repetitive but okay.
Skills section: technical abilities:
- Basic understanding of Windows environments, networking fundamentals, and common business applications.
- Comfortable using AI tools such as Copilot, or Claude to research, troubleshoot, or automate your work.
- Support Windows and macOS environments, basic networking (TCP/IP, DNS, DHCP), and everyday Microsoft 365 administration.
- Comfort scripting, prompting, or vibe coding your way to a solution is a real advantage here.
- Experience with Microsoft 365, Active Directory, or basic firewall and VPN configuration.
- CompTIA A+, Network+, or Security+ (completed or actively working toward).
- Experience vibe coding or using AI tools to build scripts, automations, or small tools of your own.
- A home lab, side business, or personal projects where you have set up networks, servers, VMs, or automation.
- Prior MSP or client facing IT support experience.
We'll also include