IT Technical Support Specialist

The IT Technical Support Analyst serves as the first point of contact for end-user technical support and IT Service Delivery. The role supports the organization’s technology environment by troubleshooting incidents, fulfilling service requests, documenting solutions, and escalating complex issues to higher-level support teams as needed. The ideal candidate possesses strong customer service skills, technical aptitude, attention to detail, and a desire to continuously improve.

• Provide timely, professional, and high-quality customer service to users by responding to various computer technology-related needs.
• Process IT Support requests, utilizing the IT ticketing solution. Continually monitor ticket progress and drive to resolution.
• Troubleshoot and resolve issues related to Windows and macOS endpoints, user access, M365 applications, email and collaboration tools, printers and peripherals, and basic network connectivity.
• Deploy and manage company workstations according to standards.
• Provide first-level application triage and support to internal users.
• Participate in cross-functional processes to manage user accounts and appropriate user access.
• Maintain accurate internal documentation, including procedures, standards and knowledge articles.
• Support the organization’s Change Management and ITSM processes.

• High school diploma or GED and 6 months to a year of technical higher education preferred; at least 1 year of experience in customer service or related field; or equivalent combination of education and experience.
• Prior IT Support and basic printer/peripheral device troubleshooting experience helpful.

Certificates, Licenses, and Registrations:

• No certificates, licenses, or registrations are required for this role.

Technical Knowledge, Skills, and Abilities:

• Knowledge of hardware and software in use within the organization, including PCs, client software, printers, copiers, etc.
• Working knowledge of client operating systems, including Windows 10 and Windows 11.
• Working knowledge of Microsoft Office and Microsoft 365 services.

Process Knowledge, Skills, and Abilities:

• Experience using IT ticketing systems to manage work.
• Experience with supporting workstations in an IT environment.
• Proficiency with logical and systematic problem solving.

Communication, Skills and Abilities:

• Communicates effectively with technical and non-technical people.
• Works with a customer focused, “can do” approach.
• Builds and maintains positive relationships with individuals at all levels of the organization.

Johnstone Supply, North America’s leading wholesale distributor of HVACR equipment, parts, and supplies, has a great opportunity to join our team. Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu, to provide contractors with world-class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.