IT Technical Support Specialist

About the role

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, offers an opportunity to join our team. With over 470 distributor branches and 6 distribution centers across North America, we partner with major companies like Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu to provide contractors with world-class products, technical expertise, and quality service. Relationship-building is central to our success, and we value the contributions of our customers, partners, and employees. As Johnstone grows, so can you.

Responsibilities

• Serve as the first point of contact for end-user technical support and IT Service Delivery.
• Support the organization’s technology environment by troubleshooting incidents, fulfilling service requests, documenting solutions, and escalating complex issues to higher-level support teams.
• Provide timely, professional, and high-quality customer service for various computer technology-related needs.
• Process IT Support requests using the IT ticketing solution, monitor ticket progress, and drive issues to resolution.
• Troubleshoot and resolve issues related to Windows and macOS endpoints, user access, M365 applications, email and collaboration tools, printers, peripherals, and basic network connectivity.
• Deploy and manage company workstations according to standards.
• Provide first-level application triage and support to internal users.
• Participate in cross-functional processes to manage user accounts and appropriate access.
• Maintain accurate internal documentation, including procedures, standards, and knowledge articles.
• Support the organization’s Change Management and ITSM processes.

Requirements

• High school diploma or GED; 6 months to a year of technical higher education preferred.
• At least 1 year of experience in customer service or a related field; or an equivalent combination of education and experience.
• Prior IT Support and basic printer/peripheral device troubleshooting experience is helpful.

Skills

Technical Knowledge, Skills, and Abilities

• Knowledge of hardware and software in use within the organization, including PCs, client software, printers, and copiers.
• Working knowledge of client operating systems, including Windows 10 and Windows 11.
• Working knowledge of Microsoft Office and Microsoft 365 services.

Process Knowledge, Skills, and Abilities

• Experience using IT ticketing systems to manage work.
• Experience supporting workstations in an IT environment.
• Proficiency with logical and systematic problem solving.

Communication, Skills, and Abilities

• Effectively communicates with technical and non-technical people.
• Works with a customer-focused, “can do” approach.
• Builds and maintains positive relationships with individuals at all levels of the organization.

Physical Demands

The physical demands and work environment described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to walk.
• Specific vision requirements include close and peripheral vision.

Work is performed in a typical office environment, primarily at a desk using equipment such as PCs, phones, and electronic files.

Company Values

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Takes the perspective of those we serve, anticipates their needs, and responds quickly.
• One Team: Collaborates with others, focuses on common goals, and leverages the strengths of the team.
• Own It: Takes initiative, acts with urgency and pride, does things right the first time, and always acts with integrity.
• Innovate: Embraces and creates change that drives continuous improvement and customer-valued solutions.

Benefits

• Competitive Paid Time Off (PTO).
• Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting.
• Paid holidays (7.5 holidays per year).
• Paid Parental Bonding Time.
• Employer-subsidized medical, dental, and vision plans.
• Employer-paid life insurance and short-term disability.
• Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance.
• 24/7 access to virtual care/telehealth options.
• Health Savings Account (HSA) with employer contribution; Flexible Spending Accounts (FSA).
• Wellbeing program with opportunity to earn reduced medical costs.
• Employee Assistance Program (EAP) for you and your family.
• Tuition reimbursement.
• Employee referral bonus program.
• Employee service milestone recognition program.

We recognize that our employees’ growth, well-being, and success drive the company’s success. Our commitment to continuous improvement and investment in our people is matched by our dedication to delivering a superior customer experience.