Information Technology Support Specialist

Position Summary:

The IT Support & UAT Analyst provides first-line technical support across two companies while also performing User Acceptance Testing (UAT) for software releases. This role works closely with the IT Manager and development teams to ensure smooth IT operations, user training, and software quality. The position combines hands-on support, technical troubleshooting, training, documentation, and testing responsibilities.

Key Responsibilities:

IT Support & Helpdesk:

• Provide Tier 1 helpdesk support for onsite and remote users (~20–30 onsite users and up to 80 mobile devices).
• Support a wide range of technology, including workstations, VOIP desk phones, mobile devices (Android/Samsung), and in-vehicle equipment.
• Maintain and respond to the shared IT support inbox for both companies, resolving or escalating issues as needed.
• Escalate issues to the IT Manager as appropriate and set customer expectations for follow-up.
• Communicate with outside software/hardware vendors when necessary.
• Coordinate with operations and other groups for planned and unplanned procedures or maintenance impacting teams.

IT Systems & Documentation:

• Work alongside the IT Manager to plan, implement, maintain, and document IT systems.
• Document technical procedures, resolutions, and common troubleshooting steps to aid future support efforts.
• Contribute to the creation of training documentation and user guides that are simple for non-technical users.
• Use effective communication to inform team members of important issues and information to improve overall team performance.

Training & User Enablement:

• Train all new employees across both companies on the technology stack and IT processes.
• Foster a respectful, courteous, and service-focused culture in all interactions with employees.

User Acceptance Testing (UAT):

• Execute UAT test cases to validate software features, updates, and bug fixes.
• Report defects and inconsistencies to the development team.
• Ensure software functionality aligns with business requirements and end-user expectations.
• Provide feedback on usability and user experience improvements.

Process Improvement & Research:

• Research and recommend new software/tools to improve team efficiency.
• Contribute to IT and software process improvements based on observations from support and testing activities.

Qualifications:

• Strong technical and troubleshooting skills across a variety of hardware and software environments.
• Ability to handle and prioritize multiple projects while addressing day-to-day break/fix issues.
• Self-motivated, adaptable, and able to work independently with minimal supervision.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities across two companies.
• Experience with helpdesk ticketing systems and IT documentation platforms.
• Detail-oriented and able to contribute to software testing (UAT) and documentation processes.