IT Support Specialist Hybrid

Are you a versatile IT professional who thrives on variety? Do you enjoy the fast-paced puzzle of solving remote technical issues but also like getting out of the office to handle hands-on hardware deployments?

We are seeking an autonomous, highly organized IT Support Specialist to join our team. In this hybrid role, you will be the primary line of defense for our clients-balancing an active inbound help desk phone queue with scheduled onsite field projects like full PC setups, workstation deployments, and handling critical lifecycle events like new user onboarding and offboarding.

Our Ideal Team Member's Strengths: We build our team around natural work styles and core strengths. For this specific hybrid position to feel rewarding rather than exhausting, you need to be naturally driven by two key professional traits:

• A Natural Gift for Enablement: You genuinely love helping others and providing responsive, client-first assistance. You derive satisfaction from stepping up to help clients navigate their technical frustrations during inbound support calls and making new users feel welcomed and supported during onboarding. [1]
• A Relentless Drive for Tenacity: You are hardwired to cross the finish line. You get a deep sense of accomplishment from taking a messy ticket queue or a mountain of unboxed PCs and systematically working them through to 100% completion, ensuring no detail is missed and deadlines are met.

Core Responsibilities & Core Strengths

Help Desk & Remote Support (Inbound) - Driven by Enablement

• Responsive Queue Management: Act as the first point of contact for inbound client support calls, text messages, and chat alerts, providing calm, supportive assistance to users in distress.
• Tier 1 Troubleshooting: Efficiently diagnose and resolve standard identity, software, and access issues (password resets, Microsoft 365 permissions, local network connectivity, VPN issues).
• Disciplined SLA Ownership (Tenacity): Adhere strictly to our 48-hour ticket update policy, utilizing your drive for completion to ensure every active ticket in our system has clear, actionable progress updates logged every two days.

User Lifecycle Management (Onboarding & Offboarding) - Driven by Tenacity & Enablement

• New User Onboarding: Provision accounts for incoming client employees across identity platforms (Active Directory, Microsoft 365, Google Workspace). Configure cloud application access, email flow, shared folders, and distribution lists following established checklists. [2]
• Secure User Offboarding: Execute rapid, highly sensitive offboarding procedures to secure client environments. This requires high Tenacity to ensure accounts are fully disabled, cloud application access is revoked, credentials are changed, and mailbox delegations are completed without skipping a single security step. [3]
• Hardware Preparation: Coordinate hardware re-imaging, cleanup, and inventory staging so that assets are completely ready for the next incoming employee.

Onsite Client & Field Projects (PC Setup & Deployment) - Driven by Tenacity

• End-to-End PC Setup: Execute complete, professional workstation setups on-site. This includes physically unboxing machines, mounting monitors, hooking up docking stations, and executing meticulous under-desk cable management until the project is 100% complete.
• Imaging & Provisioning: Pre-configure and image laptops and desktops at our office bench or onsite, ensuring user profiles, network printers, and corporate applications are perfectly staged.
• User Data Migration: Safely backup and transfer local user profiles, data files, and bookmarks from decommissioned legacy PCs to newly deployed machines.
• Physical Infrastructure: Troubleshoot local hardware failures, trace bad ethernet runs, and swap out internal components (RAM, storage, power supplies).

Documentation & Administration

• Internal Knowledge Base: Document client network layouts, new hardware configurations, asset tags, and specialized onboarding/offboarding workflows inside our documentation platform (Halo/Teams/Bitwarden).
• Ticket Cleanliness: Write precise, professional internal notes for every ticket detailing troubleshooting steps taken, so any teammate could pick up where you left off.

• Experience: 1-3 years of experience in an IT Help Desk, Desktop Support, or Managed Service Provider (MSP) environment.
• Work Style Profile: A strong alignment with a service-oriented mindset (Enablement) and a finisher mentality (Tenacity). You love helping people and you hate leaving projects unfinished.
• Lifecycle Competency: Hands-on experience adding/removing users in Microsoft 365, Active Directory, Entra, or Intune environments.
• The "Context-Switching" Mindset: Proven ability to manage interruptions gracefully-such as pausing a physical PC setup or an onboarding workflow to assist with an urgent inbound call without losing operational focus.
• Reliable Transportation: A valid driver's license and a reliable personal vehicle to travel to local client locations around Westerville and Greater Columbus (travel/mileage reimbursement provided).
• Technical Aptitude: Comfort using basic tools to assemble hardware, route clean cable setups under desks, and troubleshoot physical connectivity.

Pulled from the full job description Mileage reimbursement Travel reimbursement 401(k) Health insurance Retirement plan 401(k) matching Paid time off, * Competitive base salary with mileage reimbursement for field travel.

• Paid time off and health benefits.
• Clear pathways for technical growth.

Pay: $45,000.00 - $53,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance