IT Support Specialist

Summary: In this role, you will be the face of IT for our organization. You will be a trusted partner for end users who delivers exceptional support experience while keeping pace with an ever-evolving technology landscape. You will maintain and support the company’s desktop and laptop environments across both windows and Apple platforms, resolving issues, deploying hardware and software, and supporting the internal IT Helpdesk. You will also contribute to Help Desk related projects and continuously grow your technical expertise as our tools and systems evolve.

Schedule: Monday - Friday 8:00am - 5:00pm, and every other Saturday 9:00am - 2:00pm (Occasionally Saturday 9:00am - 6:00pm, as needed)

Duties and Responsibilities: 

• Deliver outstanding helpdesk support with a customer-first mindset, resolving issues to the end users satisfaction while maintaining a positive and professional experience
• Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system
• Build strong relationships with end users through clear, empathetic communication in person, over the phone, or through the ticket system
• Assist with onboarding, offboarding, and transfers of users, including setup of credentials and equipment across Windows and macOS environments
• Install, test, and configure new workstations (PC and Macs), peripheral equipment, and software
• Manage user accounts and access in Active Directory and/or cloud-based identity platforms
• Perform timely workstation hardware and software upgrades as required
• Document internal procedures, troubleshooting steps, and solutions to build a shared knowledge base
• Train end users on hardware, software, and best practices while tailoring communication your communication style to different levels of technical familiarity.
• Actively pursue learning opportunities to stay current with emerging technologies, tools and IT best practices
• Other duties and responsibilities as assigned      

Qualifications:

• High school diploma or GED required
• IT certificates (CompTIA A+, Network+, Microsoft Certification) or some higher education in Information Technology or related field preferred
• 1-3 years of relevant IT support or helpdesk experience
• Experience working with both Windows and Apple (Mac OS/IOS) environments
• Familiarity with an Active Directory or cloud identity management (e.g. Azure AD/Entra ID)
• Experience with IT ticketing and project management tools such as FreshService, ClickUp or Jira is a plus

Competencies:

• Customer service excellence – putting end user experience at the center of every interaction
• Troubleshooting and analytical thinking – approaches problems methodically and persistently until resolved
• Eagerness to learn – embraces new technologies and tools with curiosity and enthusiasm in a fast-changing environment
• Strong Interpersonal and communication skills – written and verbal, adapting style of communication base doff technical and non-technical audiences
• Problem Solving – identifies root causes and implements effective, lasting solutions
• Attention to detail – accurate documentation, precise configurations, reliable follow through
• Prioritization and time-management – manages multiple open tickets and tasks effectively under pressure

Computer/Software Skills:         

• Proficiency with Microsoft 365 applications
• Proficiency with Apple macOS an IOS device support and administration
• Experience with windows desktop operating systems
• Familiarity with IT service management and collaboration tools such as FreshService, ClickUp and/or Jira
• Experience with laptops, tablets, and smartphones across multiple platforms
• Strong knowledge of Microsoft desktop applications and operating systems
• PC and Mac diagnostic skills and administration experience

Work Conditions:

• Office environment with moderate walking
• Occasional local travel to branch locations
• This position currently allows for hybrid work schedule. However the number of required office days is subject to change at any time based on business needs, team collaboration needs, or manager discretion.

DOE