What are the responsibilities and job description for the IT Specialist position at Lane Technology Solutions?
Lane Technology Solutions (powered by Propulsion) is looking for an IT Specialist who enjoys solving problems, working directly with clients, and taking ownership of issues from start to finish. Ideally, we’re looking for someone with real-world IT support experience who can hit the ground running, ask the right questions, research, and know when to escalate.
What You’ll Do:
- Serve as a first point of contact for clients seeking technical assistance via phone, email, and remote support
- Build and maintain a positive, professional relationship with clients — client experience is always a priority
- Perform remote troubleshooting using diagnostic techniques, logical questioning, and experience-based judgment
- Provide on-site support for clients when required to assist with troubleshooting, deployments, or critical issues
- Identify the best solution based on the issue, business impact, and information provided
- Walk clients through the problem-solving process in a clear, calm, and confident manner
- Properly document incidents, troubleshooting steps, and resolutions in a PSA/Ticketing System
- Escalate unresolved or complex issues to the appropriate next level of support — with good notes and context
- Follow up with clients to ensure issues are fully resolved and expectations are met
- Provide accurate information on IT products, services, and best practices
- Share client feedback, recurring issues, or process gaps with internal teams
- Identify opportunities to improve procedures, documentation, or workflows
- Follow all company policies, procedures, and training standards
What We’re Looking For:
- Prior IT support experience (Help Desk, IT Specialist, MSP, or similar environment)
- Comfortable supporting users in a Windows / Microsoft 365 environment
- Industry Certifications such as Microsoft & CompTIA (preferred)
Experience with:
- Windows desktop support
- Apple desktop support
- Microsoft 365 (Outlook, Exchange, Teams, OneDrive, SharePoint, & Entra ID)
- Microsoft 365 Administration
- Basic networking concepts (DNS, DHCP, VPNs,)
- Basic server administration (Active Directory, File Shares, Backups)
- Remote support tools
- Ability to troubleshoot independently, but know when to ask for help, research, or escalate
- Team collaboration.
- Strong customer service skills
- Organized, detail-oriented, and understands the importance of good documentation
- Calm under pressure and able to manage multiple issues.
Why Us?
- Supportive team environment with experienced engineers to learn from
- Real opportunity to grow technically and professionally
- Employee experience matters here — we’re building an employee-friendly environment where people can thrive
Compensation & Benefits:
- Competitive salary
- Health insurance options
- 401(k) retirement plan
- Paid time off and holidays
- Professional development and growth opportunities
- Hybrid work options available