IT Support Specialist

We are a growing fire alarm and fire sprinkler construction and service company, and our IT team is expanding. The IT Support Specialist is the first point of contact for technology support across the company, from office staff to technicians and crews working on job sites.

This is not a desk-bound role. You will resolve issues from the Creedmoor warehouse when you can and go to the field when necessary, working side by side with field employees to get their devices and apps working so they can do their jobs. You will also help people get more out of the technology they use every day through hands-on training and clear, easy-to-follow documentation.

The responsibilities listed below are not exhaustive and are subject to change to align with current company needs and changes to the IT and IT security landscape.

Key ResponsibilitiesTechnical Support

• Serve as the primary point of contact for Tier 1 and Tier 2 support requests submitted by the ticketing system, phone, email, and chat.
• Troubleshoot and resolve issues with laptops, desktops, mobile devices, printers, peripherals, and network connectivity.
• Support Windows operating systems, the Microsoft productivity and collaboration suite, cloud file storage and sharing, design and drafting software, document and PDF software, and a variety of cloud-based business applications.
• Escalate complex issues to senior IT staff with clear, complete documentation of steps already taken.
• Provide both remote support and in-person support at offices, job sites, and in the field.
• Follow standardized IT and IT security processes to align with the overall approach of the greater IT team.
• Utilize IT documentation and help to maintain, mature, and create documentation to ensure IT standards are in place and up to date.

Onboarding, Offboarding & Device Management

• Set up, configure, and deploy new computers, mobile devices, and peripherals for new and existing employees.
• Create, modify, and disable user accounts and access according to established procedures.
• Enroll, configure, and support company mobile devices using the company’s mobile device management platform.
• Maintain accurate hardware and software inventory records.
• Collect, reset, and redeploy or retire equipment as employees change roles or leave the company.

Training & Documentation

• Train employees, individually and in groups, on company applications, devices, and security best practices.
• Create and maintain user-friendly how-to guides, quick-reference sheets, and knowledge base articles.
• Help deliver security awareness education and reinforce safe technology habits.
• Document all incidents, requests, and resolutions in the ticketing system.

Continuous Improvement

• Identify recurring issues and trends in support requests and suggest solutions to reduce them.
• Assist with routine maintenance such as patching, updates, and endpoint security checks.
• Support IT projects, rollouts, and upgrades as assigned., * Work is split between office settings, remote support, and onsite visits to field locations and job sites, which may include active construction environments.
• Must follow all job site safety requirements and wear required personal protective equipment when in the field.
• Periodic travel to the corporate office for team meetings and training, which may include overnight stays.
• Occasional after-hours or weekend support may be required for urgent issues or scheduled maintenance.
• Ability to lift and carry up to 50 lbs (computer equipment, printers, etc.).
• Ability to stand, walk, bend, and work in varying outdoor conditions while on site.

• High school diploma or equivalent.
• Patience, professionalism, and a service-first attitude.
• Ability to manage multiple requests and prioritize based on business impact.
• Valid driver’s license, reliable transportation, and an acceptable driving record.

Preferred Qualifications

• Bilingual in English and Spanish (strongly preferred).
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 certifications.
• 1+ year of experience in IT support, help desk, or a similar customer-facing technical role (relevant coursework, certifications, or internship experience may substitute).
• Working knowledge of Windows, Microsoft productivity applications, and cloud file storage.
• Experience supporting smartphones and tablets.
• Basic understanding of networking concepts (Wi-Fi, IP addressing, DNS, VPN).
• Strong troubleshooting skills and the ability to explain technical concepts in plain language to non-technical users.

• A tight knit team with a welcoming and encouraging team culture where each team member is valued.
• Opportunity to grow your career experience at a rapid rate
• Pay salary starting at $45,000

Pay: $45,000.00 - $55,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance