IT Support Specialist
Job Overview
The IT Support Specialist serves as a primary point of contact for user-facing technical issues while also taking ownership of broader systems and network tasks that go beyond first-line ticket resolution. This role bridges day-to-day help desk support with hands-on systems administration, giving the right candidate room to grow into a more senior infrastructure role.
This role requires a service-oriented professional who can resolve routine issues quickly, but is also comfortable taking on maintenance, security, and small project work across the company's systems and network.
Responsibilities
Technical Support: Provide technical assistance and support for incoming tickets and issues related to IT infrastructure, serving as the first point of contact for most user requests.
Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues, escalating only the most complex problems.
Systems & Network Support: Assist with configuring and maintaining servers, workstations, and network equipment (routers, switches, firewalls) to keep systems running smoothly.
System Maintenance: Conduct routine maintenance, patching, and monitoring of systems and software to ensure optimal performance and security.
User Training: Educate users on new software and hardware, and provide guidance on IT best practices.
Documentation: Maintain detailed records of user issues, resolutions, and system configurations in the IT knowledge base.
Security Support: Support access control, backup, and basic security protocols, flagging risks to senior IT staff as needed.
Project Assistance: Contribute to IT projects such as software rollouts, equipment refreshes, or small-scale system upgrades.
Collaboration: Work closely with other IT team members, including more senior specialists, to ensure seamless service delivery.
AI Tool Support: Help evaluate and roll out AI-powered tools (e.g., Copilot, chatbots, automation features) to end users, and support basic integration and troubleshooting.
Qualifications
Education: Associate or Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered.
Experience: 1-3 years of experience in a help desk, technical support, or junior systems role.
Certifications: CompTIA A+ required; Network+ or Security+ a plus; familiarity with networking concepts (e.g., CCNA).
Skills
Technical Knowledge: Proficient in Windows and Linux operating systems, MS Office, and common business applications; working familiarity with servers and networking equipment.
Problem-Solving: Strong analytical skills to troubleshoot issues efficiently, from routine tickets to moderately complex system problems.
Communication: Excellent verbal and written communication skills to explain technical concepts to non-technical users.
Customer Service: Ability to maintain a positive attitude and provide exceptional service, even under pressure.
Time Management: Strong organizational skills to manage multiple tickets and projects and prioritize effectively.
Growth Mindset: Interest in developing systems administration, networking, or security skills beyond front-line support.
AI Awareness: Basic familiarity with AI-driven tools and openness to learning how they integrate into everyday IT support.
Work Environment
Setting: Office setting with occasional remote work opportunities.
Travel: May require occasional travel to company sites for on-site support or project work.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
