IT Support Specialist

Job Type

Full-time

Description

The IT Support Specialist is a key member of the Infrastructure Support Team, acting as the first point of contact for all system issues, and providing advanced technical expertise in supporting end-users. This role directly supports the Manager of Systems Administration, handling day-to-day IT support tasks, and ensuring that hardware and software environments are operating efficiently and securely.

In addition to core IT responsibilities, this role includes support for accounting and collections functions, troubleshooting finance-related software, and assisting departments with collections data management and reporting.

As the go-to person for the team, the IT Support Specialist ensures smooth operations within the IT infrastructure, serves as a mentor to junior technicians, and leads by example in troubleshooting, system configuration, and problem resolution. This role requires a strong technical background combined with excellent communication skills, ensuring that support requests are handled promptly and with minimal disruption to business operations.

Key Responsibilities:

• Assist the Manager of Systems Administration with the daily management of IT infrastructure, including the configuration, maintenance, and troubleshooting of network systems, security protocols, and end-user devices.

• End-User Computing Support: Oversee the technical support of end-user devices (laptops, desktops, tablets, mobile phones, and printers) and ensure that all systems are running securely and efficiently. Troubleshoot user problems, resolve issues, and escalate as necessary to ensure business continuity.

• Device Configuration and Support: Configure and maintain hardware for employees, ensuring devices are appropriately set up for use in company systems. Perform system installs, updates, and security patches to keep devices and applications up to date.

• Software Management: Install, configure, and maintain software applications across devices. Administer version control, updates, and patches to ensure systems remain secure and operational. Ensure compliance with software licensing agreements.

• Cloud and Office 365 Administration: Oversee day-to-day administration of Office 365 and Azure environments, including user account management, email configuration, and troubleshooting. Support users with cloud-based tools, including file sharing, communication, and collaboration platforms.

• Voice and Telephony Systems: Manage and support company telephony systems (e.g., VoIP, IP telephony), ensuring smooth communication for all employees. Troubleshoot phone system issues and perform necessary configuration changes as needed.

• Accounting and Collections Support: Collaborate with the finance department to support accounting software (ezyCollect, Sage, QuickBooks), ensure system uptime, resolve access issues, and assist in generating reports. Help manage data integrations between financial platforms and other internal systems. Support collections by providing reports on overdue accounts, automating reminders, and maintaining accurate financial records through technical tools.

• Collaborative Problem-Solving: Work with other IT teams and business departments to identify solutions for cross-functional technical challenges and improve overall IT system performance.

• Documentation: Create and maintain detailed documentation of system configurations, technical workflows, and troubleshooting procedures.

• Project Management and Additional Duties: Assist with IT projects, including system upgrades, migrations, and deployments. Participate in infrastructure improvements, ensuring timely and successful project completion.

Requirements

• Minimum of 3 years' experience in IT support, with a focus on system and network troubleshooting, configuration, and end-user support.

• Advanced proficiency in MS Windows v10 and v11, with expertise in system administration, troubleshooting, and device management.

• Familiarity with Apple iOS (version 14 or later), including configuration, troubleshooting, and support in a corporate environment.

• Strong networking knowledge: Hands-on experience with network infrastructure, including routers, firewalls, switches, VPNs, and wireless access points.

• Cloud services expertise, particularly with Office 365 and Azure.

• IP telephony experience, including the administration and troubleshooting of VoIP systems.

• Experience supporting accounting systems, financial reporting software, and collections tools within IT environments.

• Excellent leadership and mentoring skills.

• Strong problem-solving and analytical skills.

• Project management experience with the ability to prioritize and multitask.

• Exceptional interpersonal and communication skills.

• Ability to lift and carry up to 25 lbs and perform physical tasks as needed.

Educational and Certification Requirements:

• High school diploma or GED required. A degree in Computer Science, Information Technology, or related field is strongly preferred.

• Certifications such as CompTIA Network+, MCSA, or CCNA are highly desirable.

• Additional training in server management, security protocols, or system administration is a plus.

Additional Preferred Experience:

• Familiarity with multi-site or remote work environments.

• Exposure to financial departments and cross-functional collaboration between IT and accounting teams.