What are the responsibilities and job description for the IT Technology Support Specialist position at Bay State Milling Company?
Job Title: IT Technology Support Specialist
Department: Technology D450
Reports To: Infrastructure Manager
FLSA Status: Exempt (Salaried)
Pay Range: $60,000-$75,000 per year
DESCRIPTION: The IT Technology Support Specialist plays a critical role in ensuring the smooth operation of IT systems and providing exceptional technical support to end-users. This individual will be responsible for troubleshooting hardware and software issues, managing support tickets, and assisting with the deployment and maintenance of technology solutions across the organization.
KEY RESPONSIBILITIES
- Provide first and second-level technical support for desktops, laptops, mobile devices, printers, and other peripherals.
- Respond to and resolve help desk tickets in a timely and professional manner.
- Install, configure, and maintain hardware and software systems.
- Assist with onboarding and offboarding of employees, including provisioning and deprovisioning of accounts and devices.
- Support remote users with VPN, Microsoft environments, and collaboration tools.
- Maintain accurate documentation of support procedures, asset inventory, and user guides.
- Collaborate with IT team members on projects, upgrades, and system improvements.
- Ensure compliance with IT policies, security standards, and data protection protocols.
- Escalate complex issues to appropriate internal or external resources when necessary.
QUALIFICATIONS:
- Excellent communication and customer service skills.
- Interest in technology, a desire to learn and question, analytical mind for further responsibilities and growth.
- Solid organizational skills and focus on accuracy and attention to detail.
- Strong problem solving and troubleshooting abilities.
- Self-motivated with the ability to work independently and in a team environment.
- Excellent written and oral communication skills.
- Ability and willingness to document work, processes, procedures, or work instructions.
- Work with a team to achieve timely resolution of all production issues meeting or exceeding Service Level Agreement.
- Flexible schedule to support after hours support and maintenance as needed.
- Ability to lift and move equipment up to 40 lbs.
TRAINING AND EXPERIENCE:
- 2 years of experience in a technical support or help desk role.
- IT certifications such as CompTIA A , Network , or Microsoft Certified Professional (MCP).
- Experience with ticketing systems (e.g., ServiceNow, FreshDesk, Zendesk).
- Knowledge of cybersecurity best practices and data privacy practices.
- Proficiency with Windows, Microsoft 365, Azure, Intune, and common business applications.
- Familiarity with networking concepts, Active Directory, and using remote support tools and users effectively.
Salary : $60,000 - $75,000