IT Support Specialist (Hybrid)

Location: Boothwyn, PA (Hybrid Flexibility)

About Master Trades Group

Master Trades Group (MTG) is a leading residential home services platform providing HVAC, plumbing, electrical, and sewer solutions through a growing portfolio of trusted local brands across the Southeast, Mid-Atlantic, and Southwest. Backed by private equity and focused on long-term growth, MTG partners with established local companies while providing the resources, technology, and leadership needed to scale operations and deliver exceptional customer experiences.

As our organization continues to grow through acquisition and expansion, we're looking for an IT Support Specialist to provide exceptional technical support while helping improve the technology experience for employees across multiple operating companies.

Why Join Our Team?

• Competitive Compensation (Based on Experience)
• Hybrid Work Schedule 
• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Professional Development & Certification Opportunities
• Opportunity to Grow Within a Rapidly Expanding Organization

Position Summary

The IT Support Specialist is responsible for providing first- and second-level technical support for employees across multiple branch locations. This role supports desktops, laptops, mobile devices, printers, Microsoft applications, business systems, and end-user technology while partnering with third-party vendors to resolve more complex issues.

The ideal candidate is customer-focused, technically proficient, and thrives in a fast-paced, multi-location environment. This position also supports IT projects, hardware lifecycle management, and technology implementations that improve operational efficiency across the organization.

What You'll Do

End User Support

• Provide technical support for desktop, laptop, mobile device, printer, and peripheral issues.
• Respond to help desk tickets, phone calls, emails, and walk-up requests in a timely manner.
• Troubleshoot hardware, software, networking, and connectivity issues.
• Escalate complex technical issues to external vendors or senior IT staff as needed.
• Communicate status updates and resolutions to end users.

Technology & Systems Support

• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Assist with onboarding and offboarding employees, including hardware deployment and user account setup.
• Support VoIP phone systems and audiovisual equipment for meetings and conference rooms.
• Provide Tier II support for business applications, including ServiceTitan and other enterprise systems.
• Assist with mobile device management and support Android and iOS devices.

IT Operations

• Maintain accurate inventory of IT equipment and technology assets.
• Coordinate equipment deployment, replacements, and warranty repairs.
• Document troubleshooting steps, procedures, and knowledge base articles.
• Ensure compliance with IT security policies and best practices.

Project Support

• Assist with technology rollouts, upgrades, and system implementations.
• Participate in branch onboarding and acquisition integrations.
• Research hardware and software solutions and provide recommendations.
• Support continuous improvement initiatives and technology standardization across the organization.

What We're Looking For

Required Qualifications

• High School Diploma or equivalent.
• 2–5 years of IT Help Desk or Desktop Support experience.
• IT certification (CompTIA A , Network , Microsoft, or equivalent) preferred.
• Strong knowledge of Microsoft Windows and Microsoft 365.
• Experience supporting desktop hardware, printers, and mobile devices.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Valid driver's license with the ability to travel occasionally to branch locations.

Preferred Qualifications

• Experience supporting ServiceTitan, Sage Intacct, ADP, or similar business applications.
• Experience supporting multi-site organizations.
• Residential home services or field service industry experience.
• Basic networking knowledge (TCP/IP, printers, Wi-Fi, VPN).
• Experience with Active Directory, Microsoft Entra ID, or Azure environments.

What Success Looks Like

• Provides timely, professional support with high end-user satisfaction.
• Resolves technical issues efficiently while minimizing business disruption.
• Maintains accurate IT documentation and hardware inventory.
• Successfully supports technology rollouts and system upgrades.
• Builds positive relationships with employees and operating company leaders.
• Contributes to continuous improvements in IT processes and service delivery.

Working Conditions

• Hybrid work schedule based out of our Boothwyn, PA office (2 days in office, 3 days remote).
• Professional office environment with occasional travel to branch locations.
• Ability to sit for extended periods while using a computer.
• Ability to lift and transport up to 50 pounds of computer equipment when necessary.

Pre-Employment Requirements

All employment offers are contingent upon successful completion of a criminal background check, drug screening, and any other pre-employment requirements applicable to the position. These screenings are conducted in compliance with all applicable federal, state, and local laws.

EOE