What are the responsibilities and job description for the IT Support Specialist position at Hana?
The IT Support Specialist serves as the primary point of contact for end-user technology support, delivering exceptional customer service while ensuring employees have the technology and resources needed to perform their jobs effectively.
This role provides first and second-level technical support for workstations, laptops, mobile devices, printers, Microsoft 365 applications, and user accounts. The IT Support Specialist is responsible for resolving technical issues, deploying end-user technology, maintaining asset records, and escalating infrastructure-related issues when appropriate.
Minimum Qualifications:
- Associate's degree in Information Technology or equivalent experience.
- Two (2) or more years of Help Desk or Desktop Support experience.
- Experience supporting Windows 11 and Microsoft 365.
- Experience working within an IT ticketing system.
- Strong customer service, communication, and problem-solving skills.
- CompTIA A , Network , or Microsoft Fundamentals certifications preferred.
- Experience supporting users in a manufacturing environment preferred.
Essential Job Functions:
End User Support -
- Serve as the primary point of contact for IT support requests.
- Troubleshoot hardware, software, Microsoft 365, and end-user technology issues.
- Support Windows workstations, laptops, mobile devices, printers, conference room technology, and remote users.
- Document all support activities within the IT ticketing system.
End Device Deployment & Administration -
- Prepare, configure, deploy, and replace end-user computing devices.
- Install required software and maintain workstation standards.
- Coordinate hardware refreshes and equipment deployments.
- Maintain hardware inventory and asset records.
User Administration -
- Create, modify, and disable user accounts.
- Administer Microsoft 365 licensing, security groups, distribution groups, and mailboxes.
- Support employee onboarding and offboarding activities.
- Assist users with password resets and multi-factor authentication (MFA).
Documentation & Customer Service -
- Maintain knowledge base articles, deployment documentation, and asset inventories.
- Communicate technical information in a clear, business-friendly manner.
- Prioritize support requests, maintain high customer satisfaction, and escalate issues appropriately.
Knowledge, Skills, & Abilities:
- Windows 11
- Microsoft 365
- Active Directory User Administration
- Basic Networking
- Hardware & Peripheral Troubleshooting
- Printer & Mobile Device Support
- Remote Support Tools
- IT Documentation
- Customer Service
- Time Management
- Problem Solving
Physical Requirements:
- Ability to work at a desk and computer workstation for extended periods
- Standard office environment; no heavy lifting or physical requirements beyond normal office work