IT Support Specialist

POSITION: IT Support SpecialistREPORTS TO: Manager - IT SupportPERKS & BENEFITS - IT Support Specialist

• Top Work Place Winner
• Weekly Pay
• Free Meal Buffet, Discount on JTM Products
• 401K/Profit Sharing
• Generous PTO
• Bonus Potential (Referral Bonus & Years of Service Bonus)

SCOPE - IT Support Specialist

• Provide advanced technical support across hardware, software, network, and infrastructure systems. This role goes beyond basic troubleshooting, owning escalated issues, supporting system administration tasks, and driving continuous improvement in IT operations., * Diagnose and remediate hardware and software problems. Replace defective components where necessary.
• Maintain and administer computing environments, including computer hardware, systems software, applications software, and all configurations.
• Work with JTM’s user community to identify improvement opportunities and translate those into recommendations to IT Management.
• Design, configure, and test computer hardware and operating system software.
• Train users in computer system use.
• Adhere to the Change Management Policy, to ensure system changes are made in a controlled and transparent manner.
• Work directly with outside IT service providers and vendors to ensure effective delivery of IT services, equipment, and software.
• Administration or Active Directory, Microsoft 365/cloud services, Group Policy
• Follow cybersecurity best practices (patching, MFA, endpoint protection)
• Assist with vulnerability remediation and system hardening
• Create and maintain SOPs, knowledge base articles, and system documentation
• Recommend improvements to systems, processes, and support workflows
• Contribute to standardization and automation efforts
• Administer Mobile Device Management (MDM) platforms for device provisioning, policy enforcement, and security compliance
• Support and manage Apple devices (iPhones, iPads, macOS) including enrollment, configuration, and troubleshooting
• Oversee company-issued mobile phones, including activation, carrier coordination, upgrades, inventory tracking, and cost management
• Enforce mobile security standards (MFA, device encryption, remote wipe, compliance policies)
• Maintain asset inventory and lifecycle management for all end-user devices
• Support and maintain VoIP/telephony systems, including user provisioning, call routing, and basic system configuration

SUCCESS CRITERIA - IT Support Specialist

• Safety/GMP/Food Safety/Quality policies followed
• BRC Compliance
• Reporting accuracy met
• Customer requirements met
• Tact, empathy, and kindness conveyed
• Timely and accurate resolution or assignment of help desk tickets

• Ability to build strong relationships, provide excellent customer service and problem solve.

• Ability to build strong relationships, provide excellent customer service and problem solve
• Associate or Bachelor’s degree in business or computer-related field required
• 3-5 years experience with IT Support
• Experience using AI tools (e.g., Copilot, ChatGPT, or ITSM AI features) to enhance productivity
• Ability to interface with customers and provide team-oriented and one-on-one support and training
• Experience with IT ticketing / ITSM platforms (e.g., ServiceNow, Spiceworks, Freshservice, Jira Service Management)
• Working/troubleshooting knowledge of Windows operating systems, Microsoft 365 and Office products, MAC OS (Macbooks, iPads, iPhones).
• Microsoft 365 admin and Office certifications preferred but not required
• Ability to make decisions about how best to resolve an issue and to act on decisions
• Must be willing to work in a plant / industrial environment
• This position is an onsite position and preferred workhours from 11am to 8pm