> Markdown version of [/jobs/ext/1187274-it-support-specialist](https://www.wearedevelopers.com/jobs/ext/1187274-it-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** SIMON PEARCE - **Location:** Oakland, MD, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $59,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Cloud Computing, Information Technology Operations, Network Troubleshooting, Information Technology, Gsuite - **Published:** July 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f6f31494cf94a302 ## About the Role * Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience. * Minimum of 3 years of experience in helpdesk support or a similar IT support role. * Demonstrated ability to manage and resolve helpdesk tickets effectively. * Strong experience in coordinating with MSPs and understanding of external and internal IT operations. * Proficiency in IT systems including Windows, MacOS, Google Suite, and various helpdesk management tools such as Cloud Radial. * Excellent written and verbal communication skills. * Strong problem-solving abilities and attention to detail * Exceptional customer service skills., * Strong interpersonal and communication skills, capable of explaining complex IT concepts in simple terms. * A proactive approach to problem-solving and a strong customer service orientation. * Ability to work independently and collaboratively in a dynamic environment. * Ability to effectively manage multiple tasks in a changing environment * Detail-oriented with a focus on providing consistent and high-quality IT support. * Dedication to continuous learning and improvement in IT and customer service areas. ## Description The IT Support Specialist role provides essential helpdesk support, assisting and liaising with our managed services provider (MSP) to ensure prompt and effective resolution of user issues across various sectors of Simon Pearce including retail, manufacturing, warehouse, restaurant, and business operations., Liaison with Managed Services Provider * Act as the primary point of contact between the company and the managed services provider. * Collaborate with the provider to address and resolve user issues, ensuring timely and effective solutions. * Monitor and follow up on service tickets to ensure resolutions meet the company's standards. * Maintain high standards of communication, updating users on the status of their issues and anticipated resolution times. User Support & Troubleshooting * Provide first-level support for hardware, software, and network issues for retail, manufacturing, warehouse, restaurant, and business users * Oversee and manage the daily operations of the IT helpdesk, ensuring efficient processing and resolution of tickets. * Provide exemplary customer service by assisting with technical issues, offering solutions, and ensuring a positive user experience. On-Site Support * Travel to various company locations as required to provide on-site support and resolve issues that cannot be handled remotely. * Directly engage with teams and ensure the consistency and reliability of IT services, and to assess user needs (both met and unmet). * Assist in setting up and configuring hardware and software at different sites. Documentation & Reporting * Document helpdesk tickets, resolutions, and user interactions to facilitate continuous improvement in IT support services * Maintain accurate records of user issues, resolutions, and interactions with the managed services provider. * Prepare and deliver regular reports on support activities, including trends and recurring issues. Secondary Duties and Responsibilities: Training & Guidance * Provide basic training and guidance to end-users on using core technologies and IT resources effectively and associated best practices * Create and maintain user guides and FAQs to empower users to resolve minor issues independently. Continuous Improvement * Identify areas for process improvement and suggest enhancements to improve efficiency and user satisfaction. * Stay updated with industry trends and advancements to recommend new tools or practices that benefit the organization. ## Related Videos - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Personal Branding & Job Search - The Most Practical Approach You'll Ever Find](https://www.wearedevelopers.com/videos/576-personal-branding-job-search-the-most-practical-approach-you-ll-ever-find) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)