Technical Support Specialist

MEMIC's Information Technology Department is seeking a Technical Support Specialist to provide hands-on, end-user technical support across the organization. This role serves as a primary point of contact for employee technology needs and plays a key role in maintaining reliable, secure, and efficient business operations.

The Technical Support Specialist works collaboratively with IT Operations, Network, and external vendors while also exercising independent judgment in troubleshooting, documentation, and resolution planning.

What You'll Do

End User & Help Desk Support

• Provide Tier 1-2 Help Desk support to MEMIC employees via phone, ticketing system, remote tools, and in person
• Troubleshoot and resolve issues related to laptops, tablets, phones, VPN, wireless access, and business applications
• Support Windows-based systems, Apple phones and tablets, and mobile device connectivity
• Assist remote employees with access, connectivity, and performance issues
• Provide scheduled Help Desk coverage to ensure timely employee support

Systems, Network & Operations Support

• Monitor and support network and internet performance in partnership with IT Operations
• Support branch office network performance and document ongoing hardware and software needs
• Participate in diagnosing network, hardware, and software performance issues
• Assist Operations and Technical teams with performance monitoring and issue resolution

Hardware, Software & Project Support

• Set up, deploy, configure, and support new and replacement equipment and software
• Participate in hardware and software upgrade evaluations and implementation decisions
• Act as project lead for technical conversions, installations, office moves, and refresh cycles
• Coordinate with external vendors to analyze issues and support resolution planning and delivery

Documentation & Continuous Improvement

• Analyze problems, identify alternative solutions, evaluate impacts, and implement recommendations
• Maintain accurate documentation, technical records, and reports to support audits and improvements
• Contribute to team discussions on technology standards, upgrades, and process improvements, This role is critical to employee productivity and operational success. The Technical Support Specialist ensures employees have the tools, access, and support they need to do their best work-while helping shape how MEMIC's technology evolves.

Do you have experience in Windows?, * Associate of Science in Computer Services or equivalent relevant experience

• Experience in IT Support, Help Desk, Desktop Support, or Technical Support preferred
• Experience supporting end users in a call-center or service-desk environment
• Strong troubleshooting, analytical, and problem-solving skills
• Ability to manage multiple priorities with attention to detail and follow-through
• Effective written and verbal communication skills
• Ability to work independently while collaborating in a team-oriented environment, * Is a dependable, service-oriented IT professional who takes ownership of technical issues and values a positive employee support experience
• Enjoys helping others and explaining technical concepts clearly
• Remains calm and focused in high-volume or time-sensitive support situations
• Takes initiative in identifying and resolving issues end to end
• Is comfortable balancing routine Help Desk work with project-based assignments
• Values documentation, consistency, and continuous learning