IT Support Specialist

Position Reports to: IT Manager

General Function: It is the responsibility of each employee of the Company to understand and promote the Company Mission Statement and Statement of Values while adhering to the Company Code of Conduct. The IT Support Specialist provides hands-on technical support to employees at all Company locations. This position keeps users, devices, networks and business systems running day to day, carries out the security and maintenance procedures set by the IT Manager, and escalates issues beyond its scope to the IT Manager or the appropriate vendor.

Specific Duties and Responsibilities:

User Support.

A. Providing first- and second-level help desk support to employees at all locations, in person, by phone and through remote support tools.

B. Logging, tracking and resolving support requests in the Company ticketing system, and documenting solutions.

C. Troubleshooting and providing support to employees on operational problems with DMSI Agility, escalating to the IT Manager or vendor as needed.

D. Escalating issues beyond the scope of this position to the IT Manager or the appropriate vendor in a timely manner.

Systems and Equipment.

A. Installing, configuring, maintaining and repairing Company hardware and software, including:

i. Desktops, laptops and printers.

ii. Phone systems and mobile devices.

iii. Handheld scanners and point-of-sale equipment.

iv. Network equipment, Wi-Fi and connectivity at all locations.

v. Security cameras, physical security devices, building controls and access systems.

vi. Various other software and hardware.

B. Preparing and deploying equipment for new employees, and recovering equipment from departing employees.

C. Maintaining an accurate inventory of Company hardware and software.

D. Coordinating with outside vendors and service providers on repairs, warranty claims and installations as directed by the IT Manager.

Accounts and Security.

A. Creating, updating and disabling user accounts and access for new, transferring and departing employees.

B. Applying operating system and software updates and patches on schedule.

C. Monitoring security alerts, endpoint protection and backup reports, and reporting issues to the IT Manager.

D. Supporting multi-factor authentication enrollment and password resets for users.

E. Performing scheduled backups and assisting with restore testing and disaster recovery procedures.

F. Following and helping enforce Company IT policies as published in the O&P Manual.

Training.

A. Assisting with training new employees on Company systems and applications, including DMSI Agility.

B. Assisting with security awareness training for employees.

C. Maintaining user guides, how-to documentation and the IT resource library.

Other Responsibilities.

A. Assisting the IT Manager with technology projects, upgrades and rollouts.

B. Participating in an after-hours on-call rotation for outages and scheduled maintenance.

General – As Harbin Lumber Company, Inc. is a group of locations each working individually and as a team, the IT Support Specialist must be a team player and must develop positive working relationships with managers and employees at all locations.

Physical Requirements: Regularly lifting and carrying equipment up to 50 lbs. Occasional work on ladders, under desks and in tight spaces to install equipment and run cabling. Extended periods of standing, walking and working at a computer.

Working Conditions: This is a full-time, on-site position. Work is performed in office settings and in yard, warehouse and store environments at Company locations. Regular travel between Company locations is required; a valid driver’s license and acceptable driving record are required. After-hours, weekend and on-call work is required for outages and scheduled maintenance and may be performed remotely or on-site as needed.

General Information: This job description is not intended to be all inclusive; there may be other duties assigned from day-to-day or on occasion as other employee workloads, sales volumes or circumstances may require. This job description is subject to change at any time.

Experience: A minimum of one year of help desk, desktop support or related IT experience is required. Two or more years supporting users across multiple locations is preferred.

Education: A high school diploma or equivalent is required. An associate or bachelor’s degree in Information Technology, Computer Science or a related field is preferred, and may be substituted with equivalent experience or certifications. CompTIA A and Network are preferred; Security or Microsoft 365 certifications are a plus.

Skills, Knowledge, and Abilities:

• Working knowledge of Windows desktop operating systems and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) administration basics.
• Understanding of networking fundamentals, including LAN/WAN, Wi-Fi, switches, firewalls, VPN, DHCP and DNS.
• Ability to install, configure and troubleshoot PCs, laptops, printers, mobile devices, handheld scanners and VoIP phones.
• Familiarity with user account management, multi-factor authentication and basic security practices.
• Experience with, or ability to learn, the Company’s business systems.
• Strong customer service skills and patience in working with users of all technical skill levels.
• Clear verbal and written communication, including the ability to document procedures and resolutions.
• Strong organizational skills and the ability to prioritize multiple requests across locations.