IT Support Specialist

About the role

The IT Support Specialist is responsible for the installation, support and maintenance of desktops, laptops and peripheral devices and will work under the supervision of the Network Administrator, providing help desk support for onsite and remote users.

Responsibilities

• Help Desk & User Support: Responding to support tickets, troubleshooting hardware/software issues, resetting passwords, and walking users through technical problems via phone, chat, or in person.
• Hardware & Software Management: Setting up and configuring computers, printers, and peripherals, cell phones; installing and updating software; decommissioning old equipment.
• Network & Connectivity: Basic network troubleshooting (Wi-Fi, VPN, internet connectivity), assisting with network equipment like routers and switches, and escalating complex issues to network engineers.
• System Administration: Managing user accounts in Active Directory or similar systems, configuring email accounts.
• Security & Compliance: Enforcing security policies, deploying antivirus/endpoint protection, educating users on phishing and cybersecurity best practices.
• Documentation: Maintaining knowledge base articles, logging support tickets in a ticketing system, and documenting IT procedures and asset inventories.
• Onboarding & Offboarding: Provisioning equipment and accounts for new hires and securely revoking access when employees leave.
• Collaboration & Escalation: Triaging issues and working with senior IT staff, vendors, and third-party service providers.

Requirements

• High school diploma or equivalent required.
• Associate Degree in Information Technology or a related field is required.
• At least 1 year of job-related experience.
• Basic PC setup and troubleshooting proficiency.
• Basic understanding of server/client architecture in a Microsoft-based environment.
• Familiarity with repair and support of PC peripheral devices such as printers and scanners.
• Familiarity with fundamental networking concepts such as IP Addressing, DHCP and DNS.

Physical Demands

• Ability to sit for extended periods of time while working on a computer, phone, and logistics systems.
• Occasional standing and walking to interact with colleagues, suppliers, or while moving through office and manufacturing areas.
• Occasionally required to lift, carry, or move boxes, documents, or materials up to 25 pounds.
• Frequent use of hands and fingers to operate a computer keyboard, mouse, and standard office equipment.
• Requires close vision, depth perception, and the ability to adjust focus when reviewing shipment documentation, system data, and customs paperwork.
• Must be able to hear and communicate clearly for phone conversations, video calls, and in-person collaboration.
• Occasional bending, reaching, or stooping may be required to access files, supplies, or materials.
• Ability to travel periodically to supplier sites or carrier facilities as needed.
• Ability to work in both office and production environments may involve moderate noise levels, temperature variation, and use of personal protective equipment (PPE) when required.