What are the responsibilities and job description for the IT Support Specialist position at ACS Benefit Services, LLC?
***This job is an onsite position which is located in Winston-Salem, NC. Candidates must reside within commuting distance***
Title: IT Support Specialist
FLSA Status: Exempt
Schedule: Monday - Friday 9:00 AM to 6:00 PM
Reports to: Director, Infrastructure & Security
Department: IT
Employment Status: Full Time
Supervisory Responsibilities: None
Location: On-site Monday-Friday
Summary
The IT Support Specialist serves as the primary point of contact for end-user technology support while also performing essential system administration duties. This hybrid role combines help desk excellence with hands-on desktop engineering, inventory management, and infrastructure support. The position requires independent judgment in diagnosing and resolving technical issues, administering user accounts and systems, and maintaining IT asset lifecycle management. The ideal candidate is technically skilled, customer-focused, and capable of working autonomously while supporting a lean IT team in a healthcare compliance environment.
Minimum Qualifications
- Associate's degree in Information Technology, Computer Science, or related field required; Bachelor's degree preferred
- 2 years of hands-on experience in desktop support, help desk, or system administration
- Strong knowledge of Windows 10/11 operating systems including troubleshooting and configuration
- Experience administering Microsoft 365 applications and services (Outlook, Teams, SharePoint, OneDrive)
- Working knowledge of Active Directory user and group management
- Experience with IT asset management and inventory tracking systems
- Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN)
- Experience with ticketing systems and IT service management processes
- Excellent customer service, communication, and documentation skills
- Strong organizational skills with attention to detail for inventory management and asset tracking
- Ability to exercise independent judgment in troubleshooting and problem resolution
- Ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment
- CompTIA A certification required; Network or Microsoft certifications preferred
Knowledge, Skills and Abilities
Help Desk & End User Support (Tier 1-2):
- Serve as primary point of contact for all IT support requests via phone, email, and in-person
- Log, categorize, prioritize, and resolve support tickets within SLA requirements
- Diagnose and resolve hardware, software, and connectivity issues using independent judgment
- Troubleshoot and resolve Microsoft 365 issues including Outlook, Teams, SharePoint, and OneDrive
- Perform password resets, account unlocks, and basic access management following security procedures
- Provide VPN connectivity support and troubleshooting for remote users
- Support mobile devices including initial setup, MDM enrollment, and troubleshooting
- Escalate complex infrastructure issues to System Administrators with thorough documentation
Desktop Engineering & System Administration:
- Build, configure, and deploy Windows workstations and laptops using standard imaging processes
- Install, configure, and troubleshoot software applications per approved software list
- Perform workstation moves, adds, and changes (IMACs) including physical setup and configuration
- Manage user accounts, groups, and permissions in Active Directory
- Administer Microsoft 365 user accounts, licenses, and distribution groups
- Configure and manage shared mailboxes, calendars, and resource accounts
- Assist with Group Policy troubleshooting and basic configuration
- Support endpoint security tools including antivirus and endpoint detection
- Perform Windows updates and patch management on workstations
- Assist System Administrators with server-side tasks and maintenance windows as directed
IT Asset & Inventory Management (Primary Ownership):
- Own and maintain accurate inventory of all IT assets including hardware, software, and licenses
- Receive, inspect, asset tag, and document all incoming IT equipment
- Track equipment assignments throughout employee lifecycle (hire, transfer, termination)
- Conduct quarterly physical inventory audits and reconcile discrepancies
- Manage IT equipment storage areas and maintain organized inventory spaces
- Process equipment returns, perform data sanitization, and coordinate secure disposal
- Track software licenses and provide data for compliance reporting
- Generate inventory and asset reports for management, audits, and compliance requirements
- Maintain Configuration Management Database (CMDB) per Infrastructure Service Desk SOP
Employee Onboarding & Offboarding:
- Coordinate IT onboarding for new hires including account creation, equipment provisioning, and setup
- Conduct new employee technology orientation and provide initial training
- Process IT offboarding including account disablement, equipment recovery, and data preservation
- Maintain onboarding/offboarding checklists and ensure compliance with security policies
Documentation & Process Improvement:
- Create and maintain technical documentation for systems, processes, and procedures
- Develop and update knowledge base articles for common issues and solutions
- Identify recurring issues and recommend process improvements to reduce ticket volume
- Maintain accurate records for SOC 1 and HIPAA audit requirements
Security & Compliance:
- Handle sensitive data in accordance with HIPAA, PHI, PII, and company security policies
- Follow and enforce security policies for account management and access control
- Report suspicious activity or potential security incidents immediately to Security Analyst
- Assist with security awareness training delivery and phishing simulation campaigns
- Support incident response efforts as directed by Security Analyst or Director
Infrastructure Support:
- Assist System Administrators with infrastructure maintenance and projects as assigned
- Participate in scheduled maintenance windows for system updates and changes
- Monitor and respond to basic infrastructure alerts during business hours
- Support conference room technology including displays, video conferencing, and audio equipment
- Perform basic network troubleshooting including cable testing and port verification
- Assist with backup verification and disaster recovery testing as directed
Essential Functions
- Provide Tier 1-2 technical support resolving hardware, software, and connectivity issues using independent judgment
- Own IT asset inventory management including tracking, auditing, and lifecycle management
- Build, configure, deploy, and maintain Windows workstations and laptops
- Administer user accounts in Active Directory and Microsoft 365
- Execute IT onboarding and offboarding processes ensuring security compliance
- Create and maintain technical documentation, knowledge base, and user guides
- Support security and compliance requirements including audit evidence collection
- Assist System Administrators with infrastructure support and maintenance activities
Physical Demands
This is a physically active role requiring frequent movement throughout the office. Regular lifting up to 30 lbs required for equipment handling, setup, deployment, and inventory management. Ability to sit, stand, walk, bend, and kneel for extended periods. Manual dexterity required for equipment installation, cable management, and hardware troubleshooting. May need to access equipment in various office locations including under desks, in equipment closets, and server room.
Work Environment
Full-time on-site position requiring presence in the Winston-Salem office 5 days per week (Monday-Friday, 9:00 AM - 6:00 PM). This on-site requirement is essential for hands-on desktop support, equipment deployment, inventory management, and providing immediate assistance to employees. Standard office environment with regular interaction with employees at all levels. Work involves desktop computers, laptops, printers, mobile devices, and other end-user technology. Access to IT storage, inventory areas, and equipment rooms. Occasional work outside standard hours may be required for maintenance windows, urgent issues, or special projects.