IT Support Specialist

About The Role

The Shade Store is a company that has been crafting the finest Shades, Blinds, and Drapery for 75 years. They aim to make the design of beautiful custom window treatments an effortless experience by offering outstanding services throughout the entire process, from inspiration to installation.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot and resolve issues related to hardware, software, and network connectivity.
• Absorb and offboard employees, including account setup and equipment provisioning.
• Support O365 applications such as Outlook, Microsoft Teams, and the Microsoft Office desktop applications.
• Support enterprise applications and escalate complex issues to senior IT staff when necessary.
• Maintain accurate documentation of support requests and resolutions.
• Collaborate with IT Operations Lead and other team members on projects and process improvements.
• Participate in on-call rotation and provide remote support for other locations.
• Aid in inventory management and asset tracking.
• Support VoIP phone systems and mobile device management (Apple & Android).
• Ensure compliance with IT security policies and procedures.

Qualifications

• Associate or bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 2+ years of experience in IT support or help desk role.
• Strong troubleshooting skills for Windows, macOS, and mobile platforms.
• Familiarity with networking basics (LAN/WAN, Wi-Fi).
• Experience with ticketing systems and ITSM tools.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Willingness to participate in on-call rotation and occasional travel.
• Certifications such as CompTIA A+, Network+, or Microsoft are a plus.