What are the responsibilities and job description for the IT Support Specialist I - IT position at Mom's Meals?
The IT Support Specialist I provides front-line technical support to end-users, assisting with basic troubleshooting and resolving common hardware, software, and network issues. As an entry-level role, this position focuses on delivering excellent customer service and escalating more complex problems to Tier 2 or specialized IT teams.
Work hours are 8:00-5:00 with on call rotational duties.
\n- Deliver excellent customer service by providing timely and professional communication with end-users
- Educate users on basic IT processes and provide guidance on self-service tools
- Maintain a positive and friendly attitude with interacting with customers, regardless of technical challenges
- Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
- Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
- Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
- Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
- Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
- Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
- Follow up with end-users to ensure issues are resolved and customers are satisfied
- Assist in the installation, configuration, and setup of hardware and software for new users
- Maintain an inventory of IT assets, including hardware and software licenses
- Assist in recycling of decommissioned assets
- Work closely with other IT support team members to ensure seamless issue resolution
- Participate in team meetings to discuss common issues, trends, and improvements to support processes
- Primarily office-based, with occasional remote support duties
- On call rotation required, may require occasional after-hours or weekend work during critical periods
- May require travel other Mom's Meals locations
- High school diploma or equivalent
- Basic understanding of computer hardware, software, and networking
- Familiarity with Windows operating systems and Microsoft Office 365 applications
- Proficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)
- Strong communication and customer service skills
- Must be a self-starter and be able to work without direct supervision
- Ability to follow instructions and work in a fast-paced environment
- Ability to lift 50 pounds; stand for extended periods of time
- Ability to bend down and work under desks as needed
- Associate's degree in IT or related field
- 0-1 year of experience in an IT support or help desk role
- Certifications such as CompTIA A or ITIL Foundation
- Basic knowledge of ticketing systems and remote support tools
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
- Typical office environment, majority of work performed on computer
- Ability to carry and lift up to 40 lbs
- Must be able to bend, kneel and crawl in tight spaces