IT Support Engineer I (ISE I)

Job Description: The IT Support Specialist provides first-line technical support to employees and assists with the day-to-day operation of the company’s IT environment. This role is responsible for configuring and supporting end-user devices, managing user accounts, troubleshooting software and hardware issues, performing basic cloud administration tasks, and providing initial operational support for production systems. The position serves as the primary point of contact for technical issues and escalates complex problems to engineering, DevOps, or third-party vendors as appropriate., * Configure, deploy, maintain, and troubleshoot Windows and macOS laptops and desktop computers.

• Install, configure, and support software applications, printers, peripherals, and mobile devices.
• Create, modify, and manage user accounts, email accounts, passwords, and access permissions.
• Provide technical support for Microsoft 365, email, collaboration tools, and other business applications.
• Troubleshoot basic AWS cloud infrastructure issues, including verifying service status, restarting EC2 instances or other approved resources, reviewing logs, validating user permissions, and escalating issues requiring engineering or DevOps involvement.
• Perform first-level operational support for production software by identifying, documenting, and troubleshooting reported issues, gathering diagnostic information, verifying system health, and coordinating with software development teams when code changes are required.
• Monitor production systems for basic operational issues and respond to alerts according to established procedures.
• Troubleshoot issues involving third-party software and SaaS platforms, coordinate with vendor technical support, and track issues through resolution.
• Document incidents, troubleshooting steps, and resolutions in the company’s ticketing or knowledge management system.
• Maintain IT inventory, including laptops, peripherals, software licenses, and related equipment.
• Assist with onboarding and offboarding employees by provisioning equipment, accounts, and system access.
• Follow established IT security policies and procedures to help maintain a secure computing environment.
• Escalate complex infrastructure, networking, security, or application issues to the appropriate internal teams.

• BS in Computer Science, Computer Engineering or proven equivalent experience is preferred.
• Experience providing technical support in a business environment.
• Working knowledge of Windows, macOS, Microsoft 365, and common business applications.
• Basic familiarity with AWS services such as EC2, IAM, CloudWatch, and the AWS Management Console.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate effectively with both technical and non-technical users.
• Experience working with help desk ticketing systems is preferred.
• Ability to prioritize multiple tasks and work independently.
• Hybrid/Remote: Must reside within commuting distance of our Portland, Maine office. While fully remote schedules may be granted on a case-by-case basis, initial expectations are 2 days per week on-site for collaboration and hands-on support.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Company Description: Spring Point Solutions is a software company focused on the industrial sector, where consistency and quality are essential. The company has a strong track record with its flagship ERP system, MotorBase®, and its QM Wizard quality management tool, which supports training, standardizes processes, and promotes high-quality work. These solutions help bridge the experience gap between newer workers and a retiring skilled workforce. Spring Point’s programs are integrated into a comprehensive, configurable suite that can be tailored to organizations of any size, providing flexible technology that grows with each client’s needs.