IT Support Specialist
Role details
Job location
Tech stack
Job description
POSITION PURPOSE: The IT Support Specialist provides technical support and assistance to employees across multiple locations, ensuring reliable and secure operation of all technology systems. This role is the primary help desk contact for users, responsible for troubleshooting, resolving, and documenting IT incidents and requests. The position also manages endpoint devices, oversees hardware lifecycles, and supports system setup, installations, and new hire onboarding., User Support & Troubleshooting
- Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
- Diagnose and resolve hardware, software, and network-related issues.
- Provide remote and in-person technical assistance to end users across all locations.
Incident Management & Documentation
- Log, track, and manage incidents and service requests using the company's help desk system.
- Escalate issues to higher-level IT staff or vendors when necessary.
- Maintain detailed documentation of troubleshooting steps, resolutions, and system changes.
Installation & Setup
- Install, configure, and maintain desktop computers, laptops, tablets, printers, scanners, and other endpoint devices.
- Assist with network device connections and peripheral setups.
- Support system rollouts, software deployments, and configuration updates.
Endpoint & Inventory Management
- Monitor and manage endpoint devices.
- Track and maintain accurate IT hardware and software inventory.
- Manage hardware lifecycle including procurement, deployment, replacement, and disposal.
Application & System Support
- Perform user account management in Microsoft 365 (add/change/delete).
- Provide support for BarTender software, including label template development and troubleshooting.
- Assist with system backups, updates, and security monitoring as directed.
Training & Communication
- Conduct new hire computer setup and IT orientation/training.
- Create and update user guides, FAQs, and training materials.
- Communicate effectively with non-technical users to ensure understanding and comfort with IT systems.
Other Responsibilities:
- Perform duties safely and maintain a high level of safety awareness.
- Develop long term IT strategies & help implement the plan(s) developed; ensuring project milestones/goals are met and adhering to approved budgets. Communicate IT ideas and accomplishments to the management team.
- Alert Management to conditions that create delays or affect quality of production work in a timely manner, assisting in adjustments and changes needed to meet established deadlines.
- Have a good understanding of all other departments' procedures and programs to help determine the best hardware and software requirements for their positions.
- Ensure compliance with operation standards and all department policies and company directives and assist with other projects and tasks as required by management.
Requirements
QUANTITATIVE DATA: Must be able to remain in stationary sitting position for 75% of the time. Must be able to occasionally move about inside the office, production and warehouse to access file cabinets, office machinery, production/shipping computers and machinery etc., Constantly operates a computer and other office machinery, such as a copy machine and computer printer. This position requires frequent communication with other employees; must be able to exchange accurate information in these situations. Position requires lifting and moving computer equipment (up to 40lbs), frequent stooping, kneeling or crouching to maintain computers systems under desks and in the server room. Ability to travel occasionally between facilities., * Associate degree in Information Technology or related field preferred, or equivalent work experience.
- Certification in CompTIA A+ preferred.
- 2+ years of experience in a help desk, IT support, or technical troubleshooting role.
- Experience supporting Microsoft 365, Azure platform and Windows-based environments.
- BarTender software support or label design experience.
- Exposure to Azure, Microsoft Entra ID & SharePoint or similar enterprise management tools.
- Experience supporting multi-site operations.
Skills & Abilities
- Ability to work independently and take initiative in troubleshooting and problem-solving.
- Familiarity with endpoint management tools.
- Knowledge of hardware setup and maintenance (PCs, printers, tablets, scanners).
- Working knowledge of Microsoft 365 administration and basic networking and wireless concepts.
- Ability to manage multiple priorities and communicate clearly with users of varying technical skill levels.
- Customer service mindset and attention to detail.
Benefits & conditions
Hours: 8:00am - 4:30pm (in-office position)
FLSA Class: Exempt
Reports To: IT Manager
Salary: $50,000 - $63,000 per year depending on experience
BENEFITS: We offer a full-benefit package including the following benefits that are paid 100% by the company: vacation, holidays, $25,000 in life insurance and short-term and long-term disability benefits. We also offer medical (premium cost shared with the company - we pay 99% of premiums for employee basic plan), dental & vision insurance. Insurance benefits start on the 1^st of the month after 60 days of employment. 401K retirement plan with a company match of 25% of the 1^st 6% the employee contributes (match starts bi-annually after 1 year of employment). Reimbursement of travel expenses that includes meals, flights, rental cars, gas and hotels. Profit sharing starts after an employee has been with the company for 3 full years.
Our work environment includes:
Modern office setting
Casual work attire
Regular social events
Relaxed atmosphere
On-site work out equipment
Safe work environment
