Position Summary
We are seeking an IT Support Specialist who is passionate about helping people, solving problems, and creating a positive support experience for employees and customers. While technical knowledge is important, this role is primarily focused on communication, patience, responsiveness, and the ability to make technology easier for others to understand and use.
The ideal candidate is approachable, dependable, and enjoys working directly with people. This person should be comfortable troubleshooting common technology issues, but more importantly, they should be able to listen carefully, explain solutions clearly, and follow through until the issue is resolved.
Key Responsibilities
- Provide friendly, timely, and professional IT support to employees, clients, or end users.
- Serve as the first point of contact for technology-related questions, issues, and service requests.
- Listen carefully to users, ask helpful questions, and communicate solutions in a clear, non-technical manner.
- Troubleshoot common hardware, software, printer, network, email, and login issues.
- Document support requests, solutions, and follow-up actions in a ticketing system or shared tracking process.
- Escalate more complex technical issues to the appropriate team member or vendor when needed.
- Follow up with users to ensure their issue has been resolved and that they are satisfied with the support received.
- Assist with onboarding new employees by helping set up accounts, devices, email, and basic system access.
- Help users become more comfortable with technology through patient guidance and basic training.
- Maintain a positive and professional attitude, especially when users are frustrated or under pressure.
- Travel onsite for clients.
Qualifications
- Strong customer service skills and a genuine desire to help others.
- Excellent verbal and written communication skills.
- Patience, empathy, and the ability to explain technical information in simple terms.
- Ability to stay calm and professional while handling urgent or stressful situations.
- Basic understanding of computers, printers, mobile devices, Microsoft 365 or Google Workspace, email, and common business applications.
- Ability to troubleshoot routine technology issues or willingness to learn.
- Strong attention to detail and ability to document work accurately.
- Reliable, organized, and able to manage multiple requests at once.
- Prior experience in help desk, customer service, administrative support, or technical support is preferred but not required.
- Excellent time management skills.
- Ability to work independently.
Preferred Skills
- Experience using a ticketing or help desk system.
- Familiarity with Windows, macOS, basic networking, password resets, user account setup, and remote support tools.
- Experience supporting employees in an office, school, nonprofit, or small business environment.
- Ability to identify recurring issues and suggest ways to improve the support process.
What Success Looks Like
- Users feel heard, respected, and supported.
- Technology issues are handled promptly and professionally.
- Support requests are documented clearly and followed through to completion.
- Employees become more confident using their technology.
- The IT function is viewed as approachable, helpful, and service-oriented.
Work Style
This role is ideal for someone who enjoys working with people as much as working with technology. We value a team member who can build trust, reduce frustration, and make technology feel less intimidating for others. Technical skills can be developed over time, but a strong service mindset is essential.
Pay: $24.92 - $30.01 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
