What are the responsibilities and job description for the IT Support Specialist position at Metro Communications?
Position: IT Support Specialist
Location: Sullivan, IL (In-office only)
Reports To: Technical Operations Manager
Employment Type: Full-time
Job Summary
The IT Support Specialist provides front-line technical support to internal staff, responding to help desk tickets and resolving hardware, software, and network issues. This entry-level position serves as the first point of contact for technology support, ensuring timely resolution of technical problems and maintaining smooth daily operations.
Key Responsibilities
- Respond to help desk tickets via phone, email, Slack and ticketing system, providing timely technical support
- Troubleshoot and resolve basic hardware issues including desktops, laptops, printers, and peripherals
- Assist with software installation, configuration, and troubleshooting for Windows and common business applications
- Provide password resets, account unlocks, and basic Active Directory/Entra ID management
- Maintain accurate documentation of all support tickets and resolutions in the help desk system
- Escalate complex technical issues to senior IT staff when necessary
- Assist with basic network connectivity troubleshooting
- Support new employee onboarding with technology setup and orientation
- Maintain inventory of IT equipment and supplies
Education & Experience
- Associate's degree in Information Technology, Computer Science, or related field, OR equivalent work experience
- 0-2 years of experience in IT support or help desk environment (entry level candidates welcome)
- Familiarity with common business software (Microsoft Office, email clients, web browsers)
- Excellent verbal and written communication skills
- Ability to explain technical concepts in simple, user-friendly terms
Preferred Qualifications
- CompTIA A or similar IT certification
- Experience with ticketing systems (e.g., Freshdesk, ServiceNow, Zendesk)
- Basic knowledge of Active Directory and user management
Essential Skills & Competencies
- Patient and professional demeanor when assisting non-technical users
- Strong problem-solving skills and logical thinking
- Ability to prioritize and manage multiple support requests simultaneously
- Detail-oriented with good organizational skills
- Quick learner with desire to expand technical knowledge
- Team player willing to collaborate with IT colleagues
- Ability to work independently with minimal supervision
- Professional phone and email etiquette
Schedule
- Full-time position, 40 hours per week
- Monday through Friday, 8:00 AM - 5:00 PM
- In-office position with no remote work options
Compensation & Benefits
- $18.00 - $21.00 per hour
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Job Type: Full-time
Pay: $18.00 - $21.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Sullivan, IL 61951 (Preferred)
Work Location: In person
Salary : $18 - $21