IT Support Specialist

The IT Support Specialist provides frontline technical support and technology services to employees across the organization. This role is responsible for installing, maintaining, troubleshooting, and supporting hardware, software, networks, and business systems that enable efficient and secure operations.

The IT Support Specialist serves as the primary point of contact for end-user support, ensuring timely resolution of technical issues while delivering exceptional customer service. The position works closely with the Director of MIS, internal departments, and external technology partners to maintain system reliability, security, and performance.

Key Responsibilities

End-User Support

· Serve as the first point of contact for employees experiencing technical issues.

· Respond to and resolve help desk tickets in a timely and professional manner.

· Diagnose and troubleshoot hardware, software, operating system, network, printing, and peripheral-related issues.

· Install, configure, upgrade, and maintain desktops, laptops, mobile devices, and related equipment.

· Provide technical assistance both remotely and on-site.

Systems Administration & Maintenance

· Assist in the implementation, configuration, and support of IT systems and infrastructure.

· Support server, workstation, and business application environments.

· Perform routine system maintenance, updates, patches, and software deployments.

· Monitor system performance and escalate issues when appropriate.

· Assist with data backup, recovery, retention, and disaster recovery processes.

Security & Compliance

· Support organizational cybersecurity initiatives and best practices.

· Maintain user accounts, permissions, and access controls.

· Help ensure compliance with company policies, security standards, and data protection requirements.

· Assist in safeguarding company systems and information from unauthorized access or security threats.

Training & Customer Service

· Provide technology training and guidance to employees.

· Develop and maintain user documentation, procedures, and knowledge base articles.

· Promote technology best practices and improve employee adoption of business systems.

· Partner with users to identify technology solutions that improve productivity and operational efficiency.

Vendor & Project Support

· Coordinate with software vendors, service providers, and technical support organizations as needed.

· Assist with technology projects, deployments, upgrades, and process improvement initiatives.

· Contribute to continuous improvement efforts and support organizational quality objectives.

IT Service Management & Process Compliance

· Follow established IT service management (ITSM) processes and procedures for incident, problem, change, and asset management.

· Ensure all support requests, resolutions, and system changes are accurately documented within the help desk system.

· Maintain detailed records of hardware assets, software licenses, system configurations, and support activities.

· Create, update, and maintain IT standard operating procedures (SOPs), work instructions, and technical documentation.

· Identify opportunities to improve IT processes, workflows, and service delivery efficiency.

· Participate in the development, implementation, and enforcement of IT policies, standards, and best practices.

· Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field preferred.

· Equivalent combination of education, technical training, and relevant experience will be considered.

Experience

· Experience providing desktop, application, and hardware support in a business environment.

· Manufacturing industry experience preferred but not required.

· Experience with troubleshooting Windows-based operating systems, Microsoft Office applications, and network connectivity issues.

Knowledge, Skills & Abilities

· Strong customer service and interpersonal skills.

· Excellent verbal and written communication abilities.

· Working knowledge of desktop hardware, operating systems, software applications, networking fundamentals, and cybersecurity principles.

· Ability to prioritize multiple tasks and manage competing deadlines.

· Strong analytical and problem-solving skills.

· Ability to work independently and collaboratively within a team environment.

· Ability to create and deliver effective technical training and documentation.

Certifications (Preferred)

· CompTIA A+

· CompTIA Network+

· Microsoft or other relevant technical certifications

Physical Requirements

· Frequently sit and operate computer equipment for extended periods.

· Occasionally stand, walk, bend, stoop, reach, or lift equipment.

· Occasionally lift and move computer hardware and related equipment up to 25 pounds.

· Ability to perform installations and troubleshooting activities in office and production environments.

Work Environment

· Primarily office-based with regular exposure to manufacturing and production areas.

· Occasional travel between company facilities may be required.

· Personal protective equipment (PPE), including safety glasses, must be worn in designated production areas.

· Exposure to noise, moving machinery, and varying environmental conditions may occur when supporting production operations.

Success Factors

A successful IT Support Specialist demonstrates:

· A strong customer-first mindset.

· Consistently follows established processes and procedures.

· Technical curiosity and continuous learning.

· Reliability and accountability.

· Attention to detail and commitment to security.

· The ability to remain calm and effective when resolving technical issues under pressure., * Are you comfortable with 100% onsite work with no possibility of remote work?

Education:

• Associate (Required)

Experience:

• IT: 1 year (Required)

Ability to Commute:

• Kenosha, WI 53144 (Required)

401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Health savings account, Dental insurance, Flexible spending account Full-time 9625 55th Street, Kenosha, WI 53144, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance