IT Support Specialist

Summary Of Position

The IT Support Specialist serves as the primary contact point for technical support requests, resolving issues that go beyond initial user troubleshooting. This role includes desktop and device support, network connectivity issues, user account and access management, software/hardware deployment, internal application support, and ticket resolution, with some exposure to SQL databases.

Essential Duties & Responsibilities

• Serve as the primary contact point for help desk tickets, resolving issues.
• Diagnose and troubleshoot hardware, software, network, and connectivity issues across desktops, laptops, mobile devices, and peripherals.
• Manage user accounts, permissions, and access through Active Directory and Microsoft 365.
• Image, configure, and deploy new computers, devices, and software.
• Support and maintain the IT ticketing system, ensuring tickets are documented, tracked, and resolved within expected timeframes.
• Assist with network troubleshooting, including Wi-Fi, VPN, and LAN connectivity issues.
• Maintain accurate records of IT assets and software licenses.
• Provide basic support for SQL databases and in-house applications, escalating complex development needs as appropriate.
• Document solutions and contribute to an internal knowledge base to support other IT staff and reduce repeat issues.
• Absorb and onboard/offboard employee technology and accounts.

YOU WILL NEED

• Strong analytical, diagnostic, and problem-solving skills, with the ability to resolve escalated technical issues independently.
• Excellent communication skills (verbal and written) and a customer-service mindset when working with end users.
• Ability to prioritize and manage multiple open tickets in a fast-paced environment.
• Solid working knowledge of Windows operating systems, Microsoft 365, and common business applications.
• Basic understanding of networking concepts (Wi-Fi, VPN, LAN/WAN).
• Strong organizational skills and attention to detail in documentation and ticket tracking.
• Ability to work independently and collaborate with partners from various organizations on different projects.
• Occasional evening and weekend availability is required to support a rotating on-call schedule.

Education & Experience

• Bachelor's or associate degree in computer science, information technology, or a related field.
• Minimum 2 years of relevant IT support experience, including progression from Tier 1 help desk to more advanced (Level 2) troubleshooting.
• Intermediate knowledge of Windows OS support, Active Directory, and Microsoft 365 administration.
• Experience working with an IT ticketing/help desk system.
• Valid US Driver’s License.

Preferred Qualifications

• CompTIA A+ or Network+ Certification.
• Basic SQL knowledge or certification.