IT Support Specialist
Summary
First-line IT helpdesk support for a company's internal users: troubleshoot hardware, software, peripheral, and basic network issues via phone, remote, and in person; deploy laptops/desktops, create users and reset passwords in Active Directory/Microsoft 365, apply patches, and keep exhaustive ticket documentation under strict approval policies.
Job Overview:
We are seeking a disciplined and detail-oriented IT Support Specialist to provide dependable hardware, software, and basic network troubleshooting across phone, remote, and in-person channels. In this role, you will act as the first line of defense for user issues, manage the complete deployment of end-user hardware, and strictly adhere to corporate approval policies for all access and software changes. The ideal candidate pairs strong technical problem-solving skills with a commitment to exhaustive ticket documentation and procedural compliance, ensuring seamless continuity for both our users and the broader IT team.
Essential Responsibilities:
- Provide helpdesk and technical support by phone, remote access, or at the user's desk
- Troubleshoot and resolve hardware, software, peripheral, and basic connectivity issues; escalate to the IT Manager or next tier when needed
- Document every ticket completely: issue, steps taken, resolution, time spent, and any follow-up, so another technician can pick it up without asking the user again
- Get documented approval, as company policy requires, before granting any access or permission change, or installing any software or hardware. Record that approval in the ticket. No approval, no action.
- Set up laptops, desktops, and equipment for new users, including secure remote-work configurations, following the standard build
- Create users, reset passwords, and change permissions, but only after the approval above
- Apply approved system updates and patches to end-user devices
- Help users get started with new software and equipment
- Make routine phone system changes (adding users, moves, voicemail resets)
- Keep repair, asset, and maintenance records current
- Flag recurring issues and suggest improvements to the IT Manager
Specific Knowledge, Skills, and Abilities:
- 2+ years in a helpdesk or desktop support role
- Working knowledge of Windows, Microsoft 365, and Active Directory user and password management
- Disciplined about ticket documentation and following change and approval procedures
- Clear written and verbal communication with non-technical users
- Strong diagnostic and problem-solving skills
- Reliable team player who follows procedures
- Available for occasional after-hours, weekend, or holiday work
Benefits:
Medical, dental, and vision insurance
Generous PTO package
Multiple floating holidays
401 (K) with employer contribution