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Position Summary: IT Support Specialist
We are seeking a proactive and detail-oriented IT Support Specialist to join our team. This role is essential in providing day-to-day technical support and ensuring the smooth operation of our IT infrastructure. The ideal candidate will have hands-on experience with various hardware and software systems, possess strong problem-solving skills, and maintain a high level of professionalism when interacting with all levels of the organization, including executive leadership.
Key Responsibilities:
- Provide technical support for desktops, laptops, printers, networks, software, and phone systems
- Package, test, deploy, update, and troubleshoot software and applications
- Create and manage desktop imaging processes
- Install, configure, and maintain PCs, peripherals, and networking equipment
- Set up user accounts and access for new employees; disable access for departing staff
- Monitor, analyze, and optimize desktop hardware/software performance
- Maintain thorough documentation for processes, procedures, and troubleshooting steps
- Coordinate hardware and software upgrades across the organization
- Manage the ticketing system to track and prioritize support tasks
- Escalate complex issues to senior IT staff as needed
- Serve as the first point of contact for all internal IT support inquiries via tickets or walk-ups
- Administer and update VOIP phone systems, call flows, and user groups
- Grant and revoke access to internal and external applications
- Provide end-user training on IT tools, systems, and best practices
- Ensure compliance with PCI and SOC II standards
- Communicate effectively and professionally with C-suite executives and senior leadership
- Maintain inventory of IT hardware and related equipment
- Lift and transport IT equipment and packages weighing 25+ pounds
Required Skills & Qualifications:
- Minimum 1 year of experience in an IT support or related technical role
- Proficiency with:
- VOIP phone systems
- CRM/ERP systems (NetSuite preferred)
- Automated software deployment tools
- Virtualization technologies
- Active Directory, M365 Entra ID, Exchange
- Networking fundamentals (DNS, DHCP, etc.)
- Windows 10/11
- IT ticketing systems
- CompTIA A+ certification preferred
- Strong analytical and troubleshooting skills
- Ability to manage multiple priorities and tasks with keen attention to detail
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively in a fast-paced environment