IT Systems Support Specialist

The IT Systems Support Specialist delivers end-user support, system administration, and technology coordination across FGP, ensuring reliable performance of devices, business systems, and online tools. This role partners closely with our MSP, owns technical support, and drives system optimization, data integrity, and user adoption across platforms including Bullhorn and related systems.

The responsibilities of this position will take place onsite in Greenville, SC, with occasional travel to offices in Columbia, SC and Charleston, SC, particularly to support onboarding and in-person setup activities.

WHAT SUCCESS LOOKS LIKE

• Builds trust quickly through clear, professional communication with employees, leaders, vendors, and partners.
• Balances a strong service mindset with consistency in enforcing IT standards and best practices.
• Proactively identifies patterns and anticipates needs to prevent repeat issues and improve system reliability.
• Remains calm and solution-oriented under pressure, effectively prioritizing across competing demands.
• Partners effectively with leaders, MSP, and vendors to align priorities and drive work forward.
• Thinks in systems and root causes, translating day-to-day issues into process improvements and better user experience.
• Takes ownership of outcomes while collaborating and escalating appropriately to ensure the best results.
• Brings intellectual curiosity and agility, quickly learning new systems, adapting to change, and continuously seeking ways to improve.
• Demonstrates a strong work ethic and self-accountability by taking initiative and consistently following through with minimal supervision.

AREAS OF RESPONSIBILITY

IT Operations

• Serve as the primary liaison to our Managed Service Provider (MSP), coordinating system management, upgrades, security, and escalations.
• Ensure adherence to FGP’s IT standards, driving consistency, security, and scalability across systems and devices.
• Manage the cybersecurity training platform, ensuring employee participation and compliance.
• Oversee onsite hardware inventory and manage device lifecycle, including tracking, maintenance, updates, and standardized desktop configurations.
• Identify, evaluate, and source appropriate technology hardware to meet end-user needs.
• Coordinate system updates, patching, and endpoint security with internal teams and MSP.
• Assist with onboarding and offboarding by ensuring systems, access, and equipment readiness.
• Document systems, processes, and procedures to improve consistency and knowledge sharing.
• Stay current on industry trends, tools, and best practices to continuously improve IT operations.

Online Resource Management

• Oversee and manage all online resources, including recruiting, automation, and business tools.
• Manage user access across platforms, including account setup, deactivation, and maintenance.
• Serve as the first line of support for platform issues, escalating to vendors as needed.
• Manage login support and account verification requests to ensure timely user access.
• Partner with vendors and internal teams to optimize tool usage and ROI.

ATS Administration

• Serve as the subject matter expert for all ATS inquiries, ongoing support, and system optimization.
• Manage Bullhorn ATS and associated systems, including Bullhorn Automation, Phenom People, Kyloe DataRules and Circa.
• Maintain and support ATS users, troubleshooting issues and ensuring consistent performance.
• Analyze ATS data and reporting, partnering with Bullhorn to identify opportunities to improve data accuracy, insights, and visibility for teams and leadership.
• Prioritize data integrity by identifying gaps and implementing processes and tools to improve data quality and consistency.
• Research and troubleshoot system issues to identify root causes and recommend enhancements.
• Recommend and support system configuration improvements based on business needs, product updates, and platform capabilities.
• Support execution of ATS process improvements, ensuring adoption and alignment across teams.
• Manage front-end configurations, including user setup, workflows, fields, dropdowns, job boards, and single sign-on support.

Technical Support

• Utilize and maintain helpdesk tracking software to manage and prioritize support requests.
• Monitor and respond to IT tickets in a timely, effective manner, ensuring clear communication on status and expectations.
• Deliver Tier I–III technical support across hardware, software, peripherals, and networking issues.
• Troubleshoot and support desktops, laptops (PC), Bullhorn ATS, and key online resources.
• Ensure issues are fully resolved and follow up with users to confirm satisfaction.
• Support onboarding and offboarding, including device setup, configuration, and user access management.
• Install and configure hardware and software, supporting ongoing maintenance as needed.
• Provide technical support for internal meetings, presentations, and related technology needs.
• Train employees on systems, tools, and new technology to improve adoption and efficiency.
• Proactively identify recurring issues and implement process improvements to reduce repeat tickets and drive efficiency.

Strategic Partnership

• Work strategically with leaders across the company to proactively identify gaps and opportunities for technology advancement and training.
• Partner with Operations to support AI adoption and utilization of tools across the organization.

REQUIRED EXPERIENCE

• 3–6 years of experience in IT support or systems support
• Associate’s or Bachelor’s degree in an IT-related field preferred, or equivalent practical experience
• Experience supporting Microsoft 365, Active Directory, and endpoint environments (PC)
• Strong troubleshooting skills across hardware, software, and operating systems (Windows preferred)
• Experience managing user accounts, permissions, and access across systems
• Familiarity with IT ticketing/help desk systems and issue tracking
• Basic knowledge of networking concepts and connectivity troubleshooting
• Understanding of IT security best practices and data protection
• IT certifications (CompTIA A , Microsoft, etc.) preferred
• Experience working with an MSP or external vendors