Position Summary
Provide frontline technical assistance to end users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. The role ensures smooth day‑to‑day technology operations by responding to service requests, maintaining computer systems, installing and configuring equipment, and supporting business applications. The IT Support Specialist must also document solutions, escalate complex problems to higher‑level teams, and contribute to system improvements through proactive monitoring and maintenance. Success in this role requires strong communication skills, the ability to translate technical concepts into clear, practical guidance for users and an eagerness to take initiative to improve processes and solve problems.
Essential Responsibilities
Provides end-user desktop support via remote support tools, phone calls and in person visits.
Actively listen to understand customer needs and adapt communication methods to the customer (phone, tickets, chat).
Creates, reviews, and completes help desk tickets in an efficient manner, writing clear, detailed notes within tickets.
Ensure tickets are resolved within defined SLA’s.
Set up, configure, and install new workstations, laptops, software, and peripheral devices.
Track and maintain inventory of IT hardware assets and software licenses.
Create, update, and maintain Standard Operating Procedures (SOPs), knowledge base articles, and user guides.
Train users on new software, hardware, and best practices for maintaining IT security.
Analyze and resolve hardware, software and network issues.
Work with other IT staff, managers, and external vendors to resolve complex issues.
Assists with system administration tasks, including server upgrades, updates, patches, deployments.
Coordinates with vendors as applicable to execute projects.
Onboarding and offboarding users (Windows, email accounts, and other business applications).
Take detailed notes of work performed before escalating tickets when required.
Performs other duties as assigned.
Basic Qualifications (Required)
Two to five years of Systems Support and/or Help Desk Support is preferred.
Strong analytical skills to diagnose problems and determine the root cause.
A customer service mindset, demonstrating empathy and adaptability by tailoring support to each customers unique needs and emotional state.
Demonstrated ability to maintain a positive, solutions-focused attitude, even in challenging situations.
Ability to understand and communicate effectively with users, colleagues, and management to resolve system issues.
Working knowledge of server and network hardware systems, M365, virtualization (VMware preferred), Microsoft Client/Server Operating Systems, Active Directory, and Microsoft Office.
Strong knowledge of cybersecurity best practices and procedures.
Strong technical knowledge of terminal services, mobile device technologies, enterprise storage, and IT best practices.
Willingness and ability to learn and understand additional technologies and third-party business applications.
Experience working both independently and in a team-oriented environment.
Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure environment.
Ability to produce complete and quality work while meeting deadlines.
Must be able to learn, understand, and apply new technologies.
Must possess and maintain a valid state-appropriate driver’s license, unrestricted other than for vision correction.
Preferred Qualifications
Bachelor’s degree in computer science, Information Systems, or a similar technical/engineering field of study.
Travel Requirements
Ability to travel in North America and internationally to all Novo companies, customer, and vendor sites as needed.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk, hear, and see. This employee is required to use a computer, phone, and/or electronic tablet for up to 90% of the working hours.
The employee frequently is required to stand; walk; use hand to finger, handle or feel; reach with hands and arms; and some lifting and transporting moderately heavy objects, such as computers and peripherals.
