IT Support Specialist
SHINE Technologies is seeking an IT Support Specialist to provide advanced technical support to internal customers and serve as the primary point of contact for end user technology issues.
About the role
This position is responsible for diagnosing and resolving complex hardware, software, and operating system issues across multiple platforms. The IT Support Specialist takes ownership of incidents through resolution, identifies root causes of recurring issues, and collaborates with other IT teams to improve end user technology, reliability, and support processes.
The base salary range for this position is $25.00 - $28.00 per hour plus a comprehensive compensation package. Our salary ranges are determined by role, level, and location.
Responsibilities
- Provide advanced troubleshooting and support for Windows, macOS, and Linux operating systems.
- Diagnose and resolve hardware, operating system, application, and connectivity issues.
- Provide in-person and remote support for end users as needed.
- Take ownership of incidents through resolution, including clear documentation and end user communication.
- Monitor, manage, and resolve help desk tickets according to priority and service level objectives.
- Perform root cause analysis on recurring incidents and recommend long-term solutions.
- Maintain accurate asset inventory and configuration documentation.
- Contribute to knowledge base articles, troubleshooting guides, and support documentation.
- Assist with provisioning, configuration, deployment, and support of end user devices.
- Support system upgrades, software deployments, and new technology initiatives.
- Collaborate with systems, network, and security teams on escalated issues.
- Adhere to and promote information security policies, standards, and best practices.
Requirements
- Minimum 2–4 years of experience in a customer-facing IT support role.
- Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
- Excellent interpersonal and communication skills, both written and verbal.
- Demonstrated ability to work independently and manage multiple priorities.
- Strong experience supporting Windows 10/11 operating systems, with basic to intermediate experience supporting Linux, including command-line navigation and log review.
- Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
- Experience with remote support tools and help desk ticketing systems.
- Highly organized and detail-oriented.
Preferred Qualifications
- Experience supporting or administering Active Directory and Azure Active Directory.
- Working knowledge of Microsoft Intune or other MDM solutions.
- Understanding of network fundamentals (DNS, DHCP, TCP/IP, VPN).
- Experience supporting mobile devices (iOS and Android).
- Familiarity with ITIL processes and incident/problem management.
- Experience creating technical documentation and knowledge base articles.
- Technical certifications such as CompTIA A+, Network+, or Microsoft certifications.
Working Conditions
- Ability to use a computer, telephone, and standard office equipment.
- Ability to comply with safety and security requirements, including access-controlled areas.
- Exposure to standard office noise and lighting conditions.
- Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.
- Moderate physical activity. Requires handling of average weight objects up to 40 pounds or standing and/or walking for more than four (4) hours per day.
Pay
$25.00 - $28.00 per hour plus a comprehensive compensation package.
Eligibility Notes
Eligibility for employment is conditioned on the applicant’s ability to qualify for access to information subject to U.S. Export Controls. Additionally, applicant’s eligibility may be conditioned based upon meeting the Nuclear Regulatory Commission requirements for access to Safeguards Information, which typically requires a pre-employment drug screen, fingerprinting, and criminal background check.