Technical Support Specialist I

Position Title: Technical Support Specialist I

Reports To: IT Systems & Support Manager

Department: IT

FLSA Status: Non-Exempt

Position Purpose and Objectives

This position is responsible for providing remote technical support across all ATS locations, including travel to assist on-site as needed. Key responsibilities include troubleshooting basic hardware, software, and network issues, as well as assisting with installing and maintaining IT equipment and infrastructure as needed. This role operates based on documented and prescribed solutions or processes and ensures that systems, devices, and networks remain operational and efficient throughout the organization with the goal of ensuring technical continuity across the organization.

As a vital part of the IT Team, this position remotely supports end users and travels to various locations to perform installations and repairs as needed.

Roles and Responsibilities

• IT Support & Troubleshooting: Serve as the first point of contact via phone, email, and ticketing systems, providing remote and on-site support for hardware, software, network, and POS issues, escalating issues to higher-level team members as needed.
• System Maintenance: Install, configure, and maintain operating systems, software, patches, and IT equipment including PCs, servers, and peripherals.
• Network & Infrastructure: Assist with basic Layer-1 troubleshooting of network connectivity and equipment, including hardware installation, network cabling issues, and end-user connection issues.
• Documentation & Asset Management: Assist the team with documenting support activities, maintaining accurate inventory records, and tracking IT equipment and deliveries.
• Logistics & Service: Support ATS locations remotely and through on-site travel and deliver excellent customer service while adhering to company policies.

Technical & Professional Requirements

• Troubleshooting: Hardware, software, and basic networking troubleshooting skills (preferred).
• Systems: Working knowledge of Windows OS, Microsoft 365, and Android/iOS devices (preferred).
• Networking: Basic understanding of LAN/WAN, IP, DNS, and DHCP (preferred).
• Tools: Experience with remote support tools and helpdesk/ticketing systems (e.g., Zendesk) (preferred).
• Soft Skills: Strong time management, organization, and customer service mindset; ability to work independently and as part of a team (required).

Qualifications & Education

• Experience: 0-2 years in a people-facing role, providing any kind of service or support (required).
• Education: Associate/Bachelor’s degree in IT, Computer Science, or equivalent experience (preferred).
• Certification: Certifications are not required to apply. CompTIA A or Network (or equivalent) are a plus. As part of this role, employees will work toward obtaining one or more relevant certifications within 6–12 months of employment, with company support. (preferred).
• Driving: Valid driver’s license, clean driving record, and reliable transportation that meets the company vehicle allowance program (required).
• Travel: Frequent local/regional travel (approx. 25-50%) (required).
• Screening: Must pass a background check, motor vehicle check, and drug screen (required).

Competencies / Physical Requirements

Never- 0%, Occasionally- 1-33%, Frequently- 34-66%, Continuously- 67-100%

Physical Demands:

• Occasionally - Carrying up to 50 lbs., pushing and pulling up to 25 lbs., lifting up to 50 lbs., climbing up to 14-foot height, balancing, stooping, kneeling, crouching, handling and smelling.
• Frequently - Walking on tile/concrete, bending, feeling, and reaching waist/overhead level.
• Continuously - Standing on tile/concrete, talking, seeing, and hearing.
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

Other:

• Mostly regular and weekend hours, occasionally working evenings and holiday hours as needed.
• Working environment includes inside of building with controlled temperatures and outside conditions with varying weather and temperatures.

Other duties as assigned: Please note that this job description may not cover every duty or responsibility that might arise in the course of employment. Employees are expected to perform other duties as assigned, which may not be explicitly stated in this document. This job description is not intended to be a comprehensive list of all duties, responsibilities, and qualifications required of employees in this position. The duties and responsibilities outlined here are intended to provide an overview of the primary functions of the role, but they may change as the needs of the organization evolve.