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.
Benefits
Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.
Benefits include:
-PTO, holiday pay and holiday of choice
-401(k) match
-Life insurance
-Short-term disability
-Health, dental and vision insurance
-Maternity/paternity leave
-Health savings account (HSA)
-Flex spending accounts (FSA) – health and dependent
\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