IT Support Specialist

The IT Support Specialist is responsible for providing day-to-day technical support to all USA Farm Labor employees while ensuring company technology, hardware, software, and communication systems operate efficiently. This position serves as the primary point of contact for employee technology needs, including workstation setup, onboarding and offboarding support, troubleshooting hardware and software issues, maintaining user accounts, coordinating with third-party technology vendors, and supporting company meetings, webinars, and technology initiatives.

Working closely with every department, the IT Support Specialist plays a vital role in employee productivity by delivering responsive, professional, and friendly technical support. This position requires excellent customer service skills, patience, and the ability to communicate technical information in a clear and approachable manner while maintaining secure, reliable, and efficient technology systems throughout the organization.

The ideal candidate is a proactive problem solver who enjoys helping others, continuously improving technology processes, and ensuring employees have the tools and support they need to succeed., * Provide first-level technical support to employees experiencing hardware, software, printer, phone, email, internet, Wi-Fi, or connectivity issues.

• Serve as the primary point of contact for employee technology questions and technical assistance.
• Set up, configure, deploy, and maintain computers, monitors, phones, printers, peripherals, and other technology equipment.
• Prepare and configure workstations, user accounts, software, and equipment for new employee onboarding.
• Coordinate employee offboarding by recovering equipment, removing system access, disabling accounts, and updating technology records.
• Install, configure, update, and maintain company software, operating systems, and business applications.
• Perform routine software updates, licensing management, subscriptions, system backups, and preventative maintenance.
• Troubleshoot and resolve hardware, software, printer, scanner, network, and connectivity issues in a timely and professional manner.
• Support conference room technology, virtual meetings, webinars, presentations, and company events requiring technical assistance.
• Assist employees with Microsoft Office, Google Workspace, and other business software platforms.
• Create, maintain, and manage user accounts, passwords, permissions, and access rights across company systems.
• Monitor company technology to ensure systems remain secure, reliable, and operational.
• Assist in implementing cybersecurity best practices by ensuring verified updates, antivirus protection, password policies, and security procedures are followed.
• Coordinate with outsourced IT providers, internet service providers, software vendors, and hardware suppliers to resolve issues beyond internal capabilities.
• Maintain inventory of company technology assets, including computers, monitors, printers, phones, networking equipment, and software licenses.
• Document technical procedures, equipment assignments, system configurations, passwords, and technology records.
• Develop user guides, standard operating procedures, and knowledge base articles to improve employee self-service and consistency.
• Provide one-on-one technology training and guidance to employees as needed.
• Assist leadership with technology purchasing recommendations, budgeting input, equipment replacement planning, and vendor evaluations.
• Identify opportunities to improve business processes through technology and automation.
• Participate in office expansions, relocations, workstation moves, and technology projects.
• Escalate complex technical issues to appropriate vendors while coordinating resolution and keeping affected employees informed.
• Maintain confidentiality of company information and comply with all data security policies.
• Perform other technology-related duties as assigned.
• Process and maintain technology-related invoices and vendor records.
• Coordinate equipment repairs and warranty claims with vendors.
• Track and follow up on outstanding technical issues until resolution.
• Communicate repair status and updates to affected employees.
• Maintain accurate records of repairs, service history, and technology assets., * Microsoft Windows Operating Systems
• Microsoft 365
• Google Workspace
• Computer Hardware Installation and Configuration
• Printers, Scanners, and Peripheral Devices
• Wi-Fi and Basic Network Troubleshooting
• User Account Administration
• Software Installation and Licensing
• Audio/Visual Equipment for Meetings and Webinars
• Cybersecurity Best Practices
• Cloud-Based Business Applications
• Technology Asset Management
• Help Desk and Technical Support
• Technical Documentation

Service Philosophy

The IT Support Specialist is often the first-person employees contact when experiencing technology-related issues. Technical problems can interrupt productivity and create frustration, making exceptional customer service a critical component of this role.

The successful candidate approaches every interaction with patience, professionalism, empathy, and a solution-oriented mindset. They communicate technical information in a way that is easy to understand, respond promptly to support requests, and work collaboratively with employees to resolve issues efficiently while fostering confidence in the company’s technology systems.

• Associate’s degree in Information Technology, Computer Science, Business Technology, or a related field preferred; equivalent work experience will be considered.
• Two to three years of experience providing IT support, Help Desk support, or technical support preferred.
• Experience supporting Microsoft Windows operating systems and Microsoft 365.
• Working knowledge of Google Workspace and common cloud-based business applications.
• Basic understanding of computer hardware, networking, Wi-Fi, printers, scanners, and peripheral devices.
• Experience configuring computers, user accounts, email, software, and workplace technology.
• Strong troubleshooting and diagnostic skills.
• Ability to prioritize multiple support requests while maintaining excellent customer service.
• Strong written and verbal communication skills.
• Ability to explain technical concepts clearly to users with varying levels of technical knowledge.
• Strong organizational skills with excellent attention to detail.
• Ability to work independently while collaborating effectively with employees across all departments.

Core Competencies

• Exceptional customer service and interpersonal skills.
• Patient, approachable, and professional when assisting employees experiencing technical difficulties.
• Strong verbal and written communication skills.
• Excellent problem-solving and critical-thinking abilities.
• Strong organizational and time management skills.
• Ability to manage multiple priorities while remaining calm under pressure.
• Self-motivated with a commitment to continuous learning and improvement.
• Strong attention to detail and follow-through.
• Resourceful, dependable, and accountable.
• Positive attitude with a willingness to assist others.
• Team-oriented with the ability to build strong working relationships across all departments.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive company information.
• Commitment to providing a positive support experience for every employee., * Customer Service: 2 years (Preferred)

Ability to Commute:

• Waynesville, NC 28786 (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Health insurance
• Paid time off