IT Support Specialist

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