IT Support Specialist

Join our dynamic team at SageHome Brands, a leading corporation in the home improvement industry. We pride ourselves on delivering top-notch remodeling solutions that exceed our clients’ expectations while fostering innovation, growth, and unparalleled opportunities within the bathroom remodeling sector, now backed by the stability and support of a larger organizational framework.

The IT Support Specialist is responsible for providing day-to-day technical support to employees and assisting with routine IT administrative tasks. This position serves as a primary point of contact for internal IT support requests, including troubleshooting common hardware and software issues, managing user credentials and access, and assisting with employee onboarding and offboarding.

The IT Support Specialist will report to the System Analyst and will escalate complex technical issues, system changes, and other advanced requests as appropriate. The ideal candidate will have strong customer service skills, attention to detail, basic technical knowledge, and the ability to troubleshoot and resolve common IT issues efficiently.

Responsibilities

1. Internal Help Desk Support

• Serve as a primary point of contact for internal IT support requests and help tickets.

• Monitor, manage, prioritize, and respond to incoming IT support tickets.

• Troubleshoot and resolve common hardware, software, connectivity, printing, and user-access issues.

• Provide technical assistance to employees both remotely and in person.

• Document troubleshooting steps and resolutions within the help desk system.

• Escalate complex or unresolved issues to the System Analyst or appropriate IT resource.

2. User Accounts, Credentials, and Access

• Create and configure user accounts and credentials for new employees across company systems and applications.

• Assist with password resets, account lockouts, multi-factor authentication, and other routine access issues.

• Assign system access and permissions based on approved requests and established company procedures.

• Disable or remove user access as part of employee offboarding.

• Maintain accurate records of user accounts, access, and assigned systems.

• Assist with periodic reviews of user accounts and system access.

3. Employee Onboarding and Offboarding

• Complete assigned IT onboarding tasks for new employees, including account creation, system access, and equipment preparation.

• Ensure required credentials and technology resources are available for employees prior to their start date.

• Complete IT offboarding tasks, including disabling accounts, removing access, and coordinating the return or reassignment of company equipment.

• Follow established onboarding and offboarding procedures and checklists.

4. Hardware and Device Support

• Assist with the setup, configuration, deployment, and maintenance of computers and other company technology.

• Troubleshoot basic workstation, monitor, peripheral, printer, and connectivity issues.

• Assist with preparing computers and equipment for new and existing employees.

• Maintain accurate records of company-issued IT equipment and assigned users.

• Coordinate equipment replacement, return, or repair as directed.

5. Software and Application Support

• Provide basic support for company applications and commonly used software.

• Assist employees with application access, installation, configuration, and routine troubleshooting.

• Perform approved software installations and updates.

• Escalate application issues requiring system configuration, vendor involvement, or advanced troubleshooting to the System Analyst.

6. IT Administration and Maintenance

• Perform routine IT administrative tasks as assigned.

• Assist with maintaining user groups, distribution lists, shared resources, and other basic system configurations.

• Perform routine checks and maintenance of IT equipment and systems.

• Assist the System Analyst with system implementations, upgrades, testing, and other IT projects as needed.

7. Documentation

• Maintain documentation for common support issues, procedures, account creation, equipment setup, and troubleshooting.

• Create and update internal IT knowledge base articles and user instructions.

• Ensure IT records and documentation remain accurate and up to date.

• Document recurring issues and communicate trends to the System Analyst.

8. Security and Compliance

• Follow established IT security policies and procedures when creating accounts and granting system access.

• Assist employees with basic security-related issues, including password and multi-factor authentication requirements.

• Report suspected security incidents, phishing attempts, unusual account activity, or other security concerns to the appropriate IT resource.

• Ensure confidential credentials and company information are handled securely.

9. Any Other Reasonable Task

• Undertake additional responsibilities and tasks assigned by the System Analyst or IT leadership team.

• Assist with IT projects and initiatives as needed.

• Collaborate with other departments to provide technical assistance and support company operations.

Qualifications

• High school diploma or equivalent required; associate degree, technical certification, or coursework in Information Technology, Computer Science, or a related field preferred.

• 0–2 years of experience in IT support, help desk, desktop support, or a similar technical support role preferred.

• Basic understanding of computer hardware, software, networking, and user account administration.

• Familiarity with Microsoft Windows and Microsoft 365 environments preferred.

• Strong troubleshooting and problem-solving skills.

• Strong customer service and communication skills.

• Excellent attention to detail, particularly when creating accounts and assigning system access.

• Ability to manage multiple support requests and prioritize tasks effectively.

• Ability to follow established processes and appropriately escalate issues.

• Willingness and ability to learn new systems and technologies.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to use a keyboard, mouse, telephone, and other computer peripherals for extended periods.
• Ability to communicate effectively in person, by telephone, and through electronic communication.
• Ability to see and read computer screens, technical documentation, and equipment labels.
• Ability to hear and respond to telephone calls, alerts, and conversations in a typical office environment.
• Ability to frequently reach, grasp, handle, and manipulate computer equipment, cables, tools, and peripherals.
• Ability to occasionally stand, walk, bend, stoop, kneel, or reach when installing, troubleshooting, or maintaining equipment.
• Ability to occasionally lift, carry, and move computers, monitors, printers, networking equipment, and other IT equipment, within the organization's established lifting guidelines.
• Ability to work in a variety of environments, including office, equipment rooms, and user workspaces.
• Ability to safely perform the essential physical functions of the position, with or without reasonable accommodation.

SageHome Brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

• The hourly or salary range is the range SageHome Brands in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in Colorado. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and medical, dental, vision, short- and long-term disability benefits, 401(k), life insurance,