IT Support Specialist I
Primary Responsibilities
- Respond promptly to incoming support requests via phone, email, Slack, or our ITSM platform.
- Troubleshoot and resolve basic to intermediate technical issues with computers, TVs, mobile devices, printers, and network connectivity.
- Absorb and assist users with software applications, account access, and password resets.
- Accurately document all support interactions and solutions in the ticketing system.
- Escalate unresolved issues to Tier 2 support with clear and detailed information.
- Absorb and assist with onboarding new employees, including setting up user accounts and devices.
- Absorb and assist with offboarding tasks, such as disabling accounts and reclaiming equipment.
- Collaborate with IT team members to identify and address recurring issues.
- Participate in the on-call rotation for after-hours and weekend support.
Why EquipmentShare?
We’re a people-first company powered by cutting-edge technology. That means our proprietary T3 platform doesn’t just run our business — it also makes your job easier, safer, and more connected. Whether you’re behind the wheel, under the hood, leading a branch, or closing deals — tech supports you, and you drive us forward. We’re a team of problem-solvers, go-getters, and builders. And we’re looking for teammates who take pride in doing meaningful work and want to be part of building something special.
About You
We’re looking for people who see challenges as opportunities, embrace change and continuous improvement, bring energy, effort, and optimism every day, and have at least 1+ years of experience in a help desk or customer service environment. You should also have strong working knowledge of Windows and macOS operating systems, basic knowledge of printer functionality, familiarity with mobile devices (iOS, tablets, and Android), and common office applications. Familiarity with ITSM, ITIL, and IT best practices are preferred, as are familiarity with Audio and Visual troubleshooting techniques, excellent customer service skills, and experience in creating processes and procedure workflows.
Skills & Qualifications
- Strong working knowledge of Windows and macOS operating systems.
- Basic knowledge of printer functionality.
- Familiarity with mobile devices (iOS, tablets, and Android) and common office applications.
- Familiarity with ITSM, ITIL, and IT best practices are preferred.
- Familiarity with Audio and Visual troubleshooting techniques.
- Excellent customer service skills, including patience, empathy, and strong communication.
- Experience in creating processes and procedure workflows.
- Ability to troubleshoot basic hardware and software problems.
- Attention to detail and the ability to maintain accurate notes and records.
- Ability to troubleshoot network setup and configuration issues.
- Ability to work independently and as part of a team.
Education And Experience
A high school diploma or equivalent. An associate degree in computer science or a related field is a plus. IT certifications are a plus (A+, ITF, ITIL, NET+, etc.). At least 1+ years of experience in a help desk or customer service environment is needed.
Physical Requirements
Must be able to sit for prolonged periods at a desk and work on a computer. A Workplace For All At EquipmentShare, we believe the best solutions come from a team that reflects the world around us. Our initiative — A Workplace For All — is rooted in the belief that we must work together to solve some of the toughest problems in construction. That means attracting, developing, and retaining great people from all walks of life. We value different backgrounds, talents, and perspectives. We want you to feel like you belong here — because you do.