IT Support Specialist- NORTHWEST INDIANA-LOCAL

Job Description

Title:

IT Support Specialist

Exemption Status:

Non-Exempt

Reports To:

IT Department Manager

Positions Reporting To:

N/A

Overview:

The IT Support Specialist is the primary, frontline point of contact for end-user technical support, helpdesk service delivery, and endpoint device management. Reporting directly to the IT Manager, this role combines day-to-day technical troubleshooting with critical equipment deployment, user directory maintenance, and asset procurement assistance.

Duties:

· Acts as the primary point of contact for all end-user support requests, incoming helpdesk queries, and desk-level technical troubleshooting.

· Executes and completes mandatory daily IT checklist items to ensure baseline operational readiness and system health.

· Manages and maintains SCCM (System Center Configuration Manager) or equivalent enterprise endpoint management tools.

· Executes user additions and separations across corresponding systems and platforms in strict alignment with defined New/Separated User documentation.

· Manages the deployment lifecycle of client hardware, software, and peripherals, leveraging advanced desktop imaging utilities.

· Diagnoses, documents, and resolve issues regarding Windows desktop operating systems, Microsoft Office/Microsoft 365 suites, and other company used software.

· Troubleshoots immediate client network connectivity issues and handles physical network layer tasks, including network cable installation, testing, and termination.

· Assists the IT Manager with procuring hardware, software, and general operational supplies.

· Communicates directly with technology vendors and external partners orally, in written form, or in person to coordinate support and delivery.

Knowledge, Skills, & Abilities:

· Prioritizes a client-first workload baseline: active client-based support tickets must always take absolute priority over project milestones. Client-based tickets can be present in the queue, but they must be kept fully up to date; if a client ticket is currently in a waiting status (e.g., awaiting user response, vendor feedback, or parts delivery), an assigned project ticket may be worked on during that period.

· Adheres to strict ticket discipline, logging all service requests into the tracking platform with accurate metrics, categorization, and comprehensive resolution notes.

· Maintain independent mobility, reliable transportation for structured multi-location site visits, and the physical capability to lift up to 50 pounds regularly.

· To preserve departmental synchronization, manage corporate expenditures, and maintain complete asset clarity, all roles within the IT department will strictly adhere to the following shared operational constraints:

· Communication: Prioritize the designated real-time chat platform (RingCentral or Microsoft Teams) as the primary method of communication for all internal IT team transactions and triage synchronization, relying on corporate email, SMS, or strictly as fallbacks. Tertiary technical coordination should be updated via ticket notes.

· Logistical Efficiency: Structure, schedule, and aggressively consolidate on-site site-to-site travel into as few distinct trips as possible. Arrangements to ride-share should be attempted to be made whenever multiple team members are dispatched to the same on-site location, especially when the distance is significant

· Calendar: Maintain an up-to-date corporate calendar configured to grant full event visibility and contextual details (travel, field visits, or out-of-office statuses) to all other members of the IT department.

· Ability to maintain frontline endpoint management, helpdesk service delivery, procurement assistance, vendor communication, and desktop support operations.

Qualifications:

· Strong organizational, communication, and time management skills.

· Extensive knowledge of Microsoft Windows Server, Active Directory, Microsoft 365, networking, cybersecurity, virtualization, backup solutions, and cloud technologies.

· Ability to manage multiple priorities while maintaining a high level of customer service.

· Bachelor’s degree in information technology, Computer Science, Information Systems, or related field preferred.

PHYSICAL EFFORT AND WORK ENVIRONMENT:

· Works collaboratively with Executive Leadership, managers, employees, vendors, and technology partners to ensure technology services effectively support the organization's mission and strategic objectives.

· Flexibility in occasional work outside the standard business day or work from remote settings

· May be required to go into various businesses and industry types to meet with or observe individuals participating in programs

· Frequent travel is required both regionally and outside the area often on short notice. Must have a valid driver’s license, and insurance coverage of $100,000/$300,000.

Pay: From $45,000.00 per year

Benefits:

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

Education:

• Bachelor's (Preferred)

Experience:

• IT support: 2 years (Required)

Work Location: On the road

Salary : $100,000 - $300,000