IT Specialist I

Department	Information Technology
Reports To	Helpdesk / Support Supervisor
Employment Type	Full-Time, Exempt
Work Arrangement	Onsite
Level	Level 1 (Entry)

• Serve as point of contact for incoming help desk tickets via phone, email, chat, and ticketing system; acknowledge, triage, and prioritize requests.
• Diagnose and resolve Tier 1 hardware, software, network, and account issues; escalate more complex issues to Level 2/3 support with clear documentation.
• Meet established service level agreements (SLAs) for ticket response and resolution time.
• Document troubleshooting steps, resolutions, and recurring issues in the ticketing system and internal knowledge base.

• Image, configure, deploy, and retire laptops, desktops, monitors, peripherals, and mobile devices.
• Maintain accurate hardware inventory and asset tags; track device assignments, warranties, and repair history.
• Set up equipment for new hires and process equipment recovery for departing employees.
• Coordinate hardware repairs, replacements, and vendor RMAs as needed.

• Install, configure, and support approved business applications on end-user devices.
• Track software license assignments, seat counts, and renewal dates to maintain licensing compliance.
• Assist in evaluating and onboarding new software licenses in coordination with IT leadership.
• Deactivate and reclaim licenses during employee offboarding.

• Support and troubleshoot conference room audiovisual systems, including video conferencing platforms, displays, cameras, and microphones.
• Perform routine checks to ensure meeting rooms are functional and meeting-ready.
• Respond promptly to in-meeting technical issues and coordinate with vendors for AV equipment repairs.

• Plan, test, and deploy Windows OS upgrades and feature updates across the device fleet.
• Apply routine security patches and updates; monitor for and remediate failed updates.
• Validate device compatibility and troubleshoot post-upgrade issues.

• Support basic user account administration (password resets, access permissions) within defined scope.
• Follow IT security policies, procedures, and data handling standards.
• Assist with IT projects and other duties as assigned by the Helpdesk/Support Supervisor.

• High school diploma or equivalent.
• 0–2 years of experience in a help desk, technical support, or related IT role (internship experience considered).
• Working knowledge of Windows 10/11 operating systems and Microsoft 365 applications.
• Basic understanding of computer hardware components and troubleshooting.
• Strong customer service, communication, and problem-solving skills.
• Ability to prioritize and manage multiple tickets/tasks in a fast-paced environment.
• Ability to lift and move IT equipment up to 40 lbs.

• Associate degree in Information Technology or related field.
• CompTIA A+, Network+, or equivalent certification.
• Experience with ticketing systems (e.g., Zendesk).
• Familiarity with Active Directory / Microsoft Entra ID user and device management.
• Experience supporting conference room AV platforms (e.g., Microsoft Teams Rooms, Zoom Rooms)
• Exposure to software asset/license management tools.

• This is an onsite role based at an AC Holdings office location.
• Occasional early morning, evening, or weekend work may be required to perform system upgrades or maintenance with minimal business disruption.
• Regular movement between workstations, storage areas, and conference rooms; occasional equipment carrying/lifting as noted above.