IT Support Specialist

We are seeking a proactive and customer-focused IT Support Specialist to join our onsite team. This role will provide face-to-face technical assistance to end users, ensuring a high standard of service and effective resolution of technical issues. You will act as the first point of contact for walk-in and floor-walking support, maintaining a strong focus on customer experience., * Deliver high-quality, face-to-face technical support to end users via the Tech Bar and floor walking.

• Maintain a customer-first approach, ensuring users are informed throughout the support process.
• Collaborate with IT support teams to escalate and resolve issues efficiently.
• Troubleshoot and resolve hardware, software, and connectivity issues for Windows 10 desktops, laptops, and mobile devices.
• Support Microsoft Office 365 applications, including Outlook, Teams, OneDrive, and cloud storage platforms (e.g., Box).
• Perform device setup, configuration, and deployment for both Windows and Apple Mac/iOS environments.
• Utilize tools such as Active Directory, Group Policy Objects, SCCM/SMS, and remote-control technologies to manage and support devices.
• Assist with antivirus software management in an enterprise environment.
• Maintain accurate asset inventory records and support asset management processes.
• Use ServiceNow for ticket logging, tracking, and resolution (desirable)., The Account Coordinator is responsible for supporting day-to-day onsite IT operations by coordinating technician staffing, managing attendance, ensuring service continuity, and acting as a liaison between the delivery team and the customer. This role combines operational coordination, administrative oversight, and hands-on technical support when needed., Team Coordination & Attendance Management
• Manage daily attendance for a team of ~20 onsite IT technicians
• Track, review, and validate technician timekeeping and schedules
• Prepare and submit accurate weekly timesheets to the customer
• Ensure proper coverage across all shifts and service areas

Resource Management & Backfill Coordination

• Coordinate immediate backfill resources for unplanned absences or call-offs
• Maintain a roster of available technicians for quick deployment
• Open and manage job requisitions for backfills due to resignations or staffing gaps
• Partner with recruiting teams to ensure timely onboarding of new resources

Customer & Escalation Management

• Serve as a primary point of contact for onsite operational issues
• Address and resolve day-to-day escalations related to staffing, coverage, or service delivery
• Communicate proactively with customer stakeholders regarding staffing updates and service impacts

Operational & Administrative Support

• Maintain accurate records of attendance, staffing changes, and coverage plans
• Ensure compliance with contractual staffing requirements and SLAs
• Support reporting and operational metrics as needed

Technical Support & Coverage

• Provide hands-on IT support when required to cover resource gaps
• Troubleshoot basic to intermediate technical issues across end-user devices and systems
• Ensure minimal disruption to services during staffing shortages

Asset & Logistics Coordination

• Manage onsite service vehicle used for equipment delivery and logistics
• Coordinate maintenance activities (e.g., oil changes, repairs, inspections)
• Support equipment transportation and deployment as needed, The demands below are representative of those required to perform this role’s essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.

Do you have experience in macOS?, * Proven experience providing in-person technical support in a customer-focused environment.

• Excellent communication skills, with the ability to explain technical issues in simple terms.
• Strong knowledge of Microsoft Windows environments within an enterprise domain setting.
• Hands-on experience with Active Directory, SCCM/SMS, Group Policy, and remote-control methods.
• Proficiency in supporting Windows, Microsoft Office 365, and desktop/laptop hardware.
• Experience supporting Microsoft Office applications, especially Outlook and Teams.
• Familiarity with cloud-based storage solutions such as OneDrive and Box.
• Awareness of antivirus software management in enterprise environments.
• Understanding of asset management processes and procedures., * 2-3 years of experience in IT operations, service delivery, or coordination roles
• Experience managing or coordinating technical teams in an onsite environment
• Strong organizational and multitasking skills
• Ability to handle escalations and work in a fast-paced environment
• Basic to intermediate technical troubleshooting skills (desktop support, hardware, etc.)
• Strong communication and stakeholder management skills

Pulled from the full job description

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