Technology Support Specialist

About the role

Based in Indianapolis, IN, this role supports the daily operation of Thompson Thrift’s information technology environment by troubleshooting hardware, software, systems, and device-related issues.

Responsibilities

• Provide first-level technical support and exceptional customer service for computer hardware, software, operating systems, mobile devices, peripherals, and other end-user technology issues through the IT help desk.
• Install, configure, deploy, maintain, and troubleshoot company-issued Windows, macOS, iOS/iPadOS, Android, and other supported endpoint devices.
• Provision and support employee technology throughout the user lifecycle, including new hire onboarding, user account provisioning, password resets, equipment deployment, and offboarding activities.
• Configure, install, and troubleshoot printers, scanners, conference room technology, and other network-connected peripherals.
• Diagnose and resolve desktop, application, and basic network connectivity issues, escalating complex incidents to the appropriate IT team when necessary.
• Manage help desk tickets by accurately documenting issues, troubleshooting steps, resolutions, and escalation details while providing timely communication and updates to end users.
• Create and maintain user guides, knowledge base articles, standard operating procedures, and other technical documentation.
• Maintain accurate inventory records for company hardware, software, and other IT assets, including deployment, recovery, and lifecycle management.
• Aid with technology deployments, software rollouts, system upgrades, preventive maintenance, and other IT infrastructure initiatives.
• Provide end-user training and guidance on hardware, software, and IT best practices to improve user adoption and productivity.
• Follow established IT security policies and procedures, assist with endpoint security initiatives, and promptly report or escalate potential security concerns.

Requirements

This Technology Support Specialist role is ideal for an IT professional with help desk experience, strong technical curiosity, and a service-first mindset.

Qualifications

• Education: Associate degree in Computer Science, Information Technology, or a related field. Equivalent education and experience may be considered.
• Experience: Minimum of 1 year of progressive IT experience. Experience in a multi-office environment is preferred.

Skills & Attributes

• Working knowledge of computer hardware, software, Microsoft Windows, Microsoft 365, and networking fundamentals.
• Ability to install, configure, troubleshoot, and support Windows desktop clients; experience supporting macOS and iOS/iPadOS is a plus.
• Strong troubleshooting, analytical, and critical thinking skills with the ability to identify root causes and determine when issues should be escalated.
• Excellent verbal and written communication skills, including active listening and the ability to explain technical concepts to users of all technical skill levels.
• Customer-focused with a professional, patient, and empathetic approach to supporting employees and delivering exceptional service.
• Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines.
• Strong attention to detail with the ability to accurately document incidents, troubleshooting steps, resolutions, and escalation notes.
• Demonstrates ownership, accountability, and follow-through by seeing issues through resolution or ensuring appropriate handoff when escalation is required.
• Ability to remain calm, professional, adaptable, and collaborative in a fast-paced support environment.
• Positive attitude, strong work ethic, reliability, and a commitment to continuous learning and professional development.
• Maintains confidentiality and follows established IT security policies and best practices when handling company systems and sensitive information.

Benefits

Thompson Thrift offers a values-driven culture, career growth opportunities, work-life support, competitive benefits, and real impact through hands-on involvement in industry-leading multifamily projects.

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Full-time position with flexible hours to accommodate the needs of the business and employees.

Use of AI in Hiring

Thompson Thrift uses AI-assisted tools within our applicant tracking system to support parts of the recruiting process. These tools assist recruiters but do not make hiring decisions or independently determine candidate outcomes. All hiring decisions are made by human reviewers. If you have questions about our hiring process, please contact us at recruiting@thompsonthrift.com. By submitting your application, you acknowledge this information and confirm that the information you have provided is accurate and complete to the best of your knowledge.