IT Support Specialist

About the role

The IT Support Specialist provides Tier 1 and Tier 2 technical support across the organization, ensuring that employees have reliable access to the hardware, applications, and systems they need to perform at their best. This role works hands-on with Windows devices, Microsoft 365, enterprise applications, networking basics, and manufacturing-floor tools.

Responsibilities

• Provide Tier 1 & Tier 2 support for desktops, laptops, mobile devices, and corporate applications.
• Troubleshoot issues involving connectivity, user identity/access, device performance, and software errors.
• Support both office employees and manufacturing-floor personnel.
• Set up and configure Windows devices, printers, user accounts, MFA/security tools, and standard apps.
• Aid new hires with workstation setup and onboarding support.
• Assist with ERP system support and enhancements.
• Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and general business applications.
• Participate in new system rollouts, upgrades, and implementation projects.
• Log, track, and resolve support tickets according to defined SLAs.
• Maintain accurate documentation, device lifecycle records, and asset inventory.
• Report recurring issues to the IT team to drive long-term solutions.
• Assist with hardware imaging, network troubleshooting, and basic IT maintenance tasks.
• Support IT initiatives and contribute to continuous improvement of support processes.

Qualifications

• 3-5 years of IT support, help desk, or service desk experience.
• Strong troubleshooting abilities across hardware, software, and networks.
• Excellent communication and customer service skills.
• Hands-on experience with: Microsoft 365 (Teams, Outlook, OneDrive, SharePoint), Windows operating systems, basic networking (DNS, DHCP, Wi-Fi, VPN).
• Ability to support manufacturing-floor technology and work onsite as needed.
• Preferred: Experience with ERP systems, ticketing platforms, or endpoint management tools, knowledge of IT asset management practices.
• Education: Associate degree or higher in Information Technology, Computer Science, or a related field preferred. Equivalent hands-on experience will be considered in lieu of a degree.
• Industry certifications are a plus, including: CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals (MS-900), Microsoft Certified: Modern Desktop Administrator Associate.