Technical Support Specialist

The Technical Support Specialist provides Tier 1 and Tier 2 technical support for the organization’s PC and PC-related hardware/software needs, by phone, e-mail, in person, and remote-control tools. This role performs initial assessment, triage, research, and resolution of first- and second-level issues company-wide and, when supporting a specific site, serves as an on-site resource working alongside IT Engineering and Network/Server Administration teams to troubleshoot, implement, and deploy systems and applications for that location. How You Will Help:

• Serve as the primary point of contact for Tier 1/2 support requests; perform initial assessment, triage, and troubleshooting of IT equipment and applications, escalating complex issues as needed
• Diagnose and resolve hardware, software, and basic networking issues for PCs, laptops, printers/copiers, mobile devices, and peripherals
• Configure, deploy, install, and maintain computers, phones, peripherals, printers, and operating systems; install and support approved software; dispense toner, batteries, and related supplies
• Perform new-user setup and onboarding, including workstation, software, telephone service, and network printing configuration
• Manage service ticket queues and route issues to IT Engineering, Network/Server Administration, or other teams as appropriate; collaborate with those teams to resolve system and network issues
• Perform basic user and computer account administration (e.g., Active Directory)
• Complete site-specific “smart hands” requests, such as local Internet circuits, firewalls, network switches, wireless access points, and servers
• Support videoconferencing, telecommunications, LAN/WAN, and local Audio/Video equipment (e.g., conference rooms)
• Train and support end users on Microsoft Office 365 applications and collaboration tools (Outlook, Teams, OneDrive, etc.)
• Promote a safe workplace by performing all tasks in compliance with safety rules, procedures, and PPE requirements; report unsafe conditions or practices immediately
• Perform other duties as assigned

• Strong troubleshooting, analytical, and problem-solving skills across desktop, hardware, and basic networking issues
• Proficient in Microsoft Windows 10/11 (Desktop Administration) and Microsoft 365 Suite (Outlook, Excel, Word, PowerPoint, Access, OneDrive, Teams)
• Working knowledge of Active Directory user/computer account administration
• Basic knowledge of server systems, networking protocols, and hardware/software deployment tools
• Excellent verbal and written communication skills; able to adapt style to different audiences and deliver a high level of customer service
• Strong organizational and time-management skills; able to prioritize and manage multiple tasks with outstanding attention to detail
• Self-starter who works effectively independently and as part of a team, with minimal supervision
• Willingness to learn new skills and take on expanded responsibilities

Qualifications:

• High school diploma or equivalent
• 2-5 years of Helpdesk/Desktop Support or Level 1-2 IT service administration experience

Preferred:

• Associate or bachelor’s degree in computer science, information systems, or related field
• CompTIA A+ Certification (or willingness to obtain within three months of hire)
• Manufacturing environment experience

• Medical, Dental, Vision and FSA are available 30 days following your start date
• 401k with company match is available after 90 days of employment
• Company-provided Life Insurance is provided for after 90 days of employment
• 3 PTO days after 60 days of employment (hourly and non-exempt positions only)
• 2 weeks of vacation after 6 months of employment
• 10 paid holidays - including your birthday!
• Paid weekly