IT-Support Specialist

Be part of a winning Team!

Are you passionate about IT, customer service and security in warehousing and distribution, with a passion for people and projects? At Hodell-Natco (HNI), we offer a family-friendly team environment, challenging work with the opportunity to grow and are looking for you!

The IT Support Specialist will provide technical assistance and support to our internal users at our branch locations in Nevada, Texas, Ohio, Missouri, South Carolina, Florida, Illinois and Colorado, spanning four U.S. time zones. This position ensures the efficient operation of end-user computers and printers and must be able to diagnose and resolve technical issues, manage user accounts, and maintain laptops, desktops, and paper and label printers to ensure optimal performance and security across the organization. The successful candidate will be able to assume a variety of responsibilities simultaneously and be able to prioritize as well as be resourceful, enjoy a challenge and be an effective problem solver. This position is in-office, with occasional travel to branch locations as needed. Hours are 8 a.m.–5 p.m. ET, with off-hours troubleshooting when necessary.

Primary Responsibilities Include but are not limited to:

• Respond to support requests via phone, chat and email; address software, connectivity and printing issues.
• Assist users by guiding them through diagnostic and troubleshooting steps, utilizing diagnostic tools, software, and/or providing verbal instructions.
• Leverage expertise in computer software, hardware, and procedures to identify, investigate, and resolve technical problems reported by users.
• Escalate complex issues to higher-level support when necessary, providing all relevant details and steps taken.
• Log, prioritize, and manage help desk tickets and their solutions within our ticketing system (Zendesk).
• Coordinate with software and hardware vendors to arrange repairs or replacements for defective products.
• Manage Microsoft 365 / Entra ID user accounts end to end: onboarding, offboarding, licensing, MFA and mailbox access.
• Support IT projects such as device refreshes, branch moves and new software rollouts (e.g., P21 and BI Systems access).

Required Skills and Abilities

• Strong working knowledge of end-user technical support.
• Demonstrate excellent verbal and written communication abilities.
• Exhibit exceptional organizational skills and a keen attention to detail.
• Provide outstanding interpersonal and customer service interactions.
• Apply analytical and problem-solving skills to resolve challenges.
• Basic networking knowledge (TCP/IP, DNS/DHCP, VPN, Wi-Fi) to troubleshoot user connectivity.
• Proficiency with Microsoft 365 (Outlook, Teams, SharePoint/OneDrive); Epicor Prophet 21 (P21) ERP experience a plus.
• Hands-on experience supporting Windows laptops and desktops, paper and label printers, and common business software.
• Flexibility to manage competing priorities.
• Ability to participate in an on-call rotation for after-hours support.

Experience and Education

• A bachelor's degree in computer science or a related field, or equivalent experience, is preferred.
• At least three years of experience in desktop and end-user technical support is preferred.
• A+, Network+, Security+, or Microsoft 365/Azure fundamentals (MS-900, AZ-900) certifications are highly desirable.

Work constructively as a team member to advance our organization

Help elsewhere in the company, when necessary or when asked

Other duties as assigned - including but not limited to partnering as a team member to advance our organization and help