IT Support Specialist

About the Role

We're looking for an IT Support Specialist to be a trusted resource for our employees and the first line of support when technology challenges arise. As an IT Support Specialist, you'll combine technical expertise with exceptional customer service to diagnose and resolve hardware and software issues, support end users, manage equipment, and help maintain a reliable IT environment. You'll work across tickets, walk-up requests, projects, and day-to-day technical needs—making this a hands-on role where every day brings something different. If you enjoy troubleshooting, helping people, and being the person others can count on when technology isn't cooperating, this could be the role for you.

Responsibilities

• Diagnose and resolve Level 1 hardware and software issues for end users.
• Install, configure, upgrade, and troubleshoot computers, software, peripherals, and other technology.
• Provide general desktop support, including PC and laptop imaging/re-imaging and release coordination.
• Provide one-on-one technical assistance through chat, phone, email, and in-person support.
• Assist with the setup and configuration of peripherals, including printers, scanners, monitors, docking stations, and other devices.
• Coordinate with third-party service providers to facilitate timely hardware repairs covered under maintenance agreements or warranties.
• Perform minor hardware repairs and troubleshooting for equipment outside of third-party support.
• Manage and maintain IT inventory, including laptops, keyboards, mice, docking stations, monitors, IP phones, and other equipment.
• Support user account administration, including Active Directory user management, password resets, and new user setup.
• Balance multiple priorities, including support tickets, walk-up requests, projects, and time-sensitive technical issues.
• Communicate clearly with users and team members to ensure issues are resolved efficiently and effectively.

Qualifications

• Experience providing IT support, desktop support, technical support, or related experience.
• Working knowledge of Windows, WinPE, Android, and iOS operating systems and basic troubleshooting.
• Strong understanding of Microsoft Office and common end-user applications.
• Familiarity with Active Directory, including user management, password resets, and adding new users.
• Basic networking knowledge and troubleshooting skills.
• Excellent interpersonal and communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to work effectively under pressure and meet tight deadlines.
• A customer-focused mindset with a genuine desire to help others solve technical problems.

Preferred Skills

• Microsoft 365 experience.
• Experience creating, deploying, and managing OS images and software packages.
• Experience with PC/laptop imaging and re-imaging.
• Previous experience supporting hardware, peripherals, and end-user technology in a business environment.