IT Specialist

About the Role

We’re looking for a hands-on IT Specialist to support day-to-day technology operations across a multi-site organization. This is an office-based role with local travel for urgent issues and scheduled site checks. You’ll focus on fast troubleshooting, clear user communication, and disciplined ticket management.

This role is ideal for someone who likes fixing real problems, following process, and being accountable to measurable KPIs.

What You’ll Do

• Provide Tier 1–2 IT support for hardware, software, and access issues

• Own tickets from intake through resolution or escalation

• Communicate clearly with non-technical users in a fast-paced environment

• Travel on-site for urgent issues that cannot be resolved remotely

• Perform semi-annual preventive checks at office locations

• Coordinate with and oversee third-party IT vendors for routine on-site work

• Support onboarding/offboarding, account setup, and basic network troubleshooting

• Document all work clearly in the ticketing system

What This Role Is Not

• Not a remote or hybrid position

• Not a senior engineer or architect role

• Not full-time field work

What We’re Looking For

• 2–4 years of hands-on IT support experience

• Strong troubleshooting skills (hardware, OS, basic networking, applications)

• Experience supporting Windows and Microsoft 365 environments

• Ability to explain technical issues clearly to non-technical users

• Comfortable working from tickets, SLAs, and KPIs

• Willingness to travel locally for urgent site visits

Nice to Have (Not Required)

• Multi-site or healthcare IT experience

• Experience working with MSPs or outsourced vendors

• CompTIA A or Network (or equivalent real-world experience)

How Success Is Measured

• Ticket resolution time and backlog health

• First-contact resolution rate

• User satisfaction

• Patch and documentation compliance

Benefits

We offer a comprehensive benefits package including:

• Medical, Dental, and Vision Insurance

• 401(k) retirement plan with company match (if applicable)

• Paid Time Off (PTO)

• Paid holidays

• Paid sick leave in compliance with NY and NJ state laws

• Professional development support

• Employee discounts on orthodontic treatment (if applicable)

Benefits eligibility is subject to plan terms and waiting periods.

Why Join Us

We’re tightening IT operations, improving accountability, and reducing noise by outsourcing routine work. You’ll be part of a focused team that values execution, process, and clear ownership.

Diamond Braces is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable federal, state, or local law.