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# IT Support Specialist

- **Company:** jazzhr
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Internet Service Provider, Networking Basics, Wi-Fi Technology, Transaction Processing (Computing), Scripting
- **Published:** September 15, 2026
- **Apply:** https://adaria.applytojob.com/apply/qUNh2rSnhl/IT-Support-Specialist?source=GS

## About the Role

* 2+ years in an IT support, helpdesk, or technical support role
 * Comfortable learning new technical domains quickly - no prior payments/POS experience required, but you should be excited to develop it
 * Working knowledge of Microsoft 365 / Windows environments; networking fundamentals a plus
 * Strong communication skills - you'll be the calm, clear voice on both internal and customer-facing tickets
 * Self-directed: comfortable building process and documentation where none currently exists
 * Based in or able to commute to the Toronto (Concord) office

Nice to Have

 * Exposure to POS or payment terminal systems
 * Familiarity with ticketing/helpdesk tools
 * Basic scripting or automation experience

## Description

Adaria is looking for an IT Support Specialist to own two connected responsibilities: day-to-day internal IT support across our Toronto office, and front-line customer support for external customers using our payments technology platform serving unattended retail and vending operators.

This is a hands-on, generalist role for someone who's comfortable troubleshooting a laptop issue in the morning and a payment terminal issue in the afternoon. You'll be the first point of contact for both - building runbooks and documentation as you go - with a clear escalation path to senior technical staff for anything that requires deeper protocol-level or platform-level expertise.

What You'll Do

Internal IT Support

 * Resolve day-to-day IT issues for staff: account access, device setup, email/M365, printers, basic network connectivity
 * Provision and deprovision accounts and devices for new hires and departures
 * Support office network and Wi-Fi issues, escalating hardware/config problems as needed
 * Coordinate with external vendors (ISPs, hardware suppliers) on IT-related issues
 * Maintain an internal knowledge base of common issues and fixes

External Customer Support

 * Serve as first-line support for customers reporting issues with payment terminals or transaction processing
 * Triage and resolve known issues using documented runbooks (terminal resets, connectivity checks, status verification)
 * Track and log recurring issues to help identify systemic problems
 * Escalate novel or complex issues (protocol-level faults, gateway integration problems, suspected fraud patterns) to the technical team promptly
 * Communicate clearly and calmly with customers experiencing payment disruptions - this is revenue-impacting for them, so responsiveness matters

Documentation & Process

 * Build out troubleshooting runbooks and a knowledge base for both IT and AdariaPay support as issues are resolved, since formal documentation doesn't yet exist
 * Flag patterns or recurring pain points to leadership