IT Support Specialist

Our client is seeking a talented and motivated individual to become an integral part of their IT team. This role provides technical support to 400+ employees across varied functional roles and levels. Their skilled IT team supports desktop hardware, operating systems, sales software and tools, office productivity software, security devices/software, printers, and mobile. The IT team is streamlined allowing for opportunities to cross into multiple facets of IT, requiring a person that can span a wide breadth of IT knowledge.

Key Responsibilities

  • Answer, evaluate and prioritize service requests. Ensure timely resolution of user issues by assigning an appropriate priority and resolution goal.
  • Evaluate and prioritize service requests received via help desk; response will vary between telephone, in-person and use of remote access
  • Responsible for onboarding all employees, including ensuring all software, licenses, and hardware is purchased and ready in advance of start date.
  • Reviewing build issues and directing users on how to properly access data and creating markers to save views.
  • Create technical documentation and training materials. Provide training sessions for business, which may include remote and/or classroom settings.
  • Analyze and correct issues using documented procedures and available tools as well as personal knowledge, skills and recommended solutions
  • Determine cause of hardware malfunctions such as hard drive, printer, cables or telephone by isolating performance issues. Escalate issues to the infrastructure team.
  • Troubleshoot, identify and resolve both PC and Apple iOS software application problems
  • Resolve printing and network connectivity issues
  • Contact software and hardware vendors (via voice or online systems) to research issues and determine and implement recommended solutions
  • Perform PC imaging for standardized deployments of business applications
  • Perform daily checks to verify system availability
  • Test and deploy new software, procedures, installation, conversion and upgrade activities
  • Brainstorm with team members to resolve more complex issues and escalate difficult issues to IT Director
  • Protects organization’s value and integrity by keeping ALL company and personnel information strictly confidential.


  • Experience in end-user support, help desk ticketing software, hardware/software upgrades and troubleshooting
  • Experience supporting and troubleshooting the following technology:

o Microsoft Office 365
o Windows 10 (proficient)
o Copiers and printers
o Computer imaging, Desktop VPN’s, network shares, namespaces and mapped drives

  • Experience troubleshooting remote issues and supporting offsite users
  • Ability to effectively communicate with both technical and non-technical individuals
  • Ability to read and interpret documents, for example, operating/maintenance instructions and procedure manuals
  • Available for limited travel to other local locations
  • Detail-oriented, multi-tasking, analytical skills, patience, and flexibility
  • Must be willing to field calls and resolve issues outside normal work hours should they occur.
  • Experience delivering formal/informal technical user training
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