What are the responsibilities and job description for the IT Support Specialist – Field & Operations position at Diamond Braces?
This role is hands-on from day one: supporting users, resolving issues, and maintaining IT operations across multiple locations, while gradually expanding into process ownership, documentation, and system improvements.
Responsibilities
IT Support & Operations
- Troubleshoot end-user issues (hardware, software, network, printers)
- Manage onboarding/offboarding and user access (Microsoft 365)
- Maintain and prioritize ticket queue with clear documentation
- Support multi-site environment across 60 locations
On-Site Support & Coordination
- Travel 1–2 times per week to Brooklyn, Queens, and Staten Island locations
- Work with vendors and validate work performed
- Assist with equipment deployments and issue resolution
Process Improvement
- Create and maintain SOPs, guides, and documentation
- Identify recurring issues and implement long-term fixes
- Contribute to improving IT workflows and support processes
Growth & Ownership
- Take ownership of assigned locations and support outcomes
- Help build training materials and internal documentation
- Grow into a Lead-level role with increased responsibility over time
Requirements
Experience
- 5 years of IT support experience preferred
- Minimum 2–3 years in a service desk or end-user support role (required)
- Experience supporting multiple users or locations
Technical Skills
- Windows and endpoint troubleshooting
- Microsoft 365 administration (user management, permissions)
- Networking fundamentals (DNS, DHCP, connectivity)
- Printers, peripherals, and on-site troubleshooting
- Experience working in a ticketing system
What We’re Looking For
- Strong troubleshooting and problem-solving ability
- Ability to prioritize and work through multiple issues efficiently
- High accountability—tasks are completed and properly documented
- Comfortable in a fast-paced, hands-on environment
- Interest in growing beyond support into systems and operations
Compensation
- $65,000 – $78,000 base salary
- Based on experience and capability
- Growth tied to performance and expanded responsibility
Benefits
- Health, dental, and vision insurance
- Paid time off (PTO) and holidays
- Career growth into Lead / Supervisor role
- Direct mentorship from IT leadership
- Exposure to multi-site IT operations and infrastructure
- Opportunity to build processes, documentation, and workflows
Work Environment
- On-site role with local travel required
- Fast-paced, multi-location support environment
- Lean IT team with high ownership
- Focus on improving systems, not just reacting to issues
Who This Role Is For
- Mid-level IT professionals ready to take on more responsibility
- Candidates looking to grow into leadership over time
- Individuals who take ownership and improve systems
Who This Role Is Not For
- Entry-level candidates
- Senior engineers or IT managers
- Candidates looking for a low-responsibility or slow-paced role
Salary : $65,000 - $78,000