IT Support Specialist

Key Responsibilities

• Deliver tier 1 support for users across Windows 11, macOS, and Microsoft Office 365 platforms.
• Diagnose and resolve hardware and desktop software issues in a timely manner.
• Provide on-site and remote support to offsite locations, including troubleshooting workstations, applications, and network connectivity.
• Configure, install, upgrade, and maintain desktop and laptop systems (Dell, Microsoft Surface, Apple).
• Deploy and set up user workstations, including monitor configuration and peripheral setup, to meet end-user requirements.
• Administer Active Directory, including user accounts, security groups, and access permissions.
• Deploy and support VOIP phone systems and associated hardware.
• Manage and document all support tickets in the department’s helpdesk system, ensuring timely follow-up and resolution tracking.
• Create and maintain technical documentation for processes, systems, and newly implemented technologies.
• Perform other related duties and special projects as assigned by leadership.

Requirements

• Education, Experience and Skills Required:
• Associate degree or equivalent experience; Bachelor’s degree in Information Technology or related field preferred.
• CompTIA A+ and Network+ certifications preferred.
• 1–3 years of help desk or desktop support experience.
• Hands-on experience supporting Windows and Apple desktop systems.
• Experience with ticketing systems and remote support tools (RMM/MDM).
• Proficient with supporting Microsoft 365 applications (Teams, SharePoint, OneDrive, Outlook).
• Strong working knowledge of LAN/WAN environments, TCP/IP, VLANs, wireless networking, and VoIP technologies.
• Familiarity with IT security principles, including endpoint protection and user access control.
• Experience supporting point-of-sales (POS) systems is a plus.
• Strong organizational and problem-solving skills with a customer-first attitude.
• Excellent verbal and written communication skills; ability to communicate effectively with non-technical users.
• Able to work independently, manage multiple tasks, and meet deadlines in a fast-paced environment.