IT Support Specialist

The IT Support Specialist serves as the primary connection between end users and the Managed Service Provider (MSP), ensuring technology-related issues are effectively communicated, prioritized, and resolved in support of business operations. This is a hands-on, service-oriented role that provides both onsite and remote end-user support. The IT Support Specialist actively assists with day-to-day technology troubleshooting, user support, workflow disruptions, and technology-related challenges while serving as the bridge between end users and outsourced IT resources.

As this is a temporary/interim assignment, the role and responsibilities associated with this position will be subject to review/extension after 90 days to assess ongoing business needs and determine next steps.

Essential Job Responsibilities: Hands-On IT Support

• Serve as the primary point of contact for operational teams regarding day-to-day technology issues impacting business operations.
• Provide hands-on onsite and remote troubleshooting support for common hardware, software, connectivity, and business application issues.
• Assess technology issues, gather relevant details, determine operational impact, and perform first-level troubleshooting before escalation when appropriate.
• Assist end users with resolving routine technical issues to minimize disruption and improve productivity.

MSP Relationship & Service Delivery

• Serve as the primary contact between end users and the Managed Service Provider (MSP), coordinating escalated technology support issues and ensuring timely resolution.
• Coordinate issue escalation, monitor ticket progress, and ensure clear communication throughout the support lifecycle.
• Track service responsiveness, issue resolution timelines, and overall vendor performance.
• Escalate unresolved, high-impact, or recurring issues to ensure timely follow-through and accountability.

Business Systems Support

• Partner with leaders to understand workflows dependent on technology and identify barriers affecting day-to-day operations.
• Provide practical support when technology issues disrupt operations, including assisting with workarounds or interim solutions when appropriate.
• Communicate business needs clearly to IT partners to support timely resolution and service alignment.

Continuous Improvement

• Track recurring incidents, service trends, user pain points, and technology issues affecting operations.
• Analyze issue patterns to identify opportunities for process improvements, preventative actions, or service enhancements.

Change Management & End User Support

• Support implementation of new tools, system updates, and technology changes from an operational readiness perspective.
• Coordinate communications regarding outages, planned maintenance, updates, and user-impacting technology changes.

Do you have a valid Driver's License license?, Do you have experience in Writing skills?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Business Administration, or related field; equivalent experience may be considered.

• 0-2 years of hands-on technology support, service delivery coordination, or related experience.
• Demonstrated experience troubleshooting common end-user business application issues.
• Experience working with managed service providers (MSPs), IT, or third-party support partners.
• Strong technical aptitude with the ability to diagnose and communicate technical issues effectively.
• Familiarity with ticketing and service management platforms (ConnectWise, Zendesk, Jira, ServiceNow, etc.).
• Experience supporting multi-site operations, healthcare, senior living, hospitality, or similar service-driven environments.
• Excellent customer service, communication, and interpersonal skills.

Minimum Eligibility Requirements:

• Requires the ability to communicate effectively in English, both verbally and in writing, to perform job responsibilities and follow safety and operational procedures.
• Must possess a valid driver's license and reliable transportation, with the ability to travel to communities, business meetings, and other business locations as needed.

Pulled from the full job description

• Health insurance

• 401(k) matching

• Paid holidays

• Opportunities for advancement

• Flexible schedule, Benefits of Joining our Team: We are committed to fostering your well-being and professional development by offering an array of benefits tailored to support your growth and satisfaction.

• Competitive Salary: Compensation reflective of your expertise and dedication.

• Flexible Work Schedule: A work schedule that accommodates your personal commitments.

• Paid Leave: Enjoy generous allocations for holidays, vacation, and personal days, ensuring you have time to recharge.

• Health and Wellness Plans: Access comprehensive health insurance plans for you and your dependents, promoting overall well-being.

• Retirement Savings: Participate in a 401(k) plan with a company match to build financial security for the future.

• Professional Development: Continuous learning and advancement opportunities to enhance your skills and career trajectory.