IT Support Specialist

Key Responsibilities

• Provide first-level technical support to end users via a centralized ticketing system, phone, and in person.
• Manage and prioritize support requests using the ticketing system to ensure timely resolution.
• Troubleshoot hardware, software, and basic network issues.
• Install, configure, and maintain desktop systems, printers, and applications.
• Document issues, solutions, and procedures in the knowledge base.
• Escalate complex, structural, or infrastructure-related issues to the National Support Team while providing local context and hands-on assistance as needed.
• Support both office and plant environments as required.
• Participate in on-call or emergency support rotation as scheduled.

Requirements

• Associate’s or Bachelor’s degree in Information Technology or related field preferred.
• 1–3 years of IT support or helpdesk experience.
• Working knowledge of Windows 10/11 and Microsoft 365.
• Basic understanding of networking concepts and Active Directory.
• Experience using a centralized ticketing system (e.g., ServiceNow or similar).
• Strong customer service and communication skills.
• Proven ability to work independently with minimal daily supervision, demonstrating strong prioritization and time management skills.
• Ability to learn new systems and technologies quickly.
• Relevant certifications (A+, Network+, or similar) are a plus.
• Ability to travel occasionally as needed to support business operations and multiple facility locations.

What’s in it for you?

• Competitive pay and bonus opportunities
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match and access to financial advisory support
• Professional training and career development
• Paid vacation
• A professional, supportive work environment
• Employee referral bonus programs

About the Role

Equal Opportunity Employer: Sofidel America is an equal opportunity employer. Sofidel America is committed to the spirit and letter of all federal, state, and local laws and regulations pertaining to equal opportunity.