IT Support Specialist

To revolutionize the building products industry.

IT Support Specialist

Immediate Supervisor: IT Manager

Classification: Non-exempt Department: [13000]

JOB SUMMARY

The IT Support Specialist serves as the first point of contact for employee technology support across the organization. This role is responsible for responding to support requests, troubleshooting hardware and software issues, provisioning equipment, supporting Microsoft 365 applications, and ensuring employees have the technology resources necessary to perform their jobs. The position works closely with the IT Manager and other IT staff to resolve issues and escalate complex problems when appropriate.

ESSENTIAL FUNCTIONS

• Serve as the first point of contact for IT support requests.
• Monitor, prioritize, and respond to help desk tickets.
• Troubleshoot and resolve desktop, laptop, printer, mobile device, and peripheral issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Assist with user account setup, password resets, and access requests.
• Prepare, deploy, and maintain computer equipment and related technology assets.
• Assist with employee onboarding and offboarding activities.
• Document incidents, resolutions, and technical procedures.
• Escalate complex technical issues to senior IT staff when necessary.
• Support conference room technology, phones, and collaboration tools.
• Maintain inventory records for hardware and technology assets.
• Provide professional, friendly customer service to employees at all levels of the organization.

Additional Responsibilities:

• Complete all assigned training.
• Contribute to a safe and environmentally secure work environment for themselves, their coworkers, and our customers by following established safety procedures.
• Assist with seasonal deep cleaning or other special projects as needed.
• Perform other duties as assigned, if qualified, to meet business demands.

SUPERVISORY RESPONSIBILITIES

N/A

KNOWLEDGE, SKILLS & ABILITIES

• Strong customer service and communication skills.
• Demonstrated problem-solving and troubleshooting ability.
• Familiarity with Windows 11 and Microsoft Office applications.
• Ability to manage multiple priorities and support requests.
• Willingness to learn new technologies and business systems.
• Basic understanding of network concepts

PHYSICAL DEMANDS

• Finger dexterity: Typing, picking up small objects, and pinching fingers together.
• Talking: Must frequently convey detailed or important instructions or ideas accurately, loudly or quickly both individually and in small and large groups.
• Above Average Hearing: Ability to hear average or normal conversations and receive ordinary information, in addition it is important to be able to diagnose problems with hardware by listening to sounds emitted by equipment (some are very faint)
• Repetitive motions: Movements frequently and regularly required using the wrists, hands and/or fingers.
• Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect products, focus visual aides and operate machines.
• Physical Strength: Ability to lift 70 lbs. and exert at least 25 lbs. of force regularly. Job requires walking and climbing to inspect and repair systems.

WORKING CONDITION & ENVIRONMENT

TECHNOLOGY REQUIREMENTS

• Microsoft Windows
• Internet Explorer
• Microsoft Office
• Word
• Excel
• PowerPoint
• Access
• Publisher
• Outlook
• Adobe Acrobat Reader
• Adobe Acrobat Distiller
• ERP systems
• CRM systmems
• PROSOCO IMSYS (Information Management System)
• Scoreboard
• Microsoft MapPoint
• Business Map
• OTHER:
• PC’s, Servers, and Laptops
• Laptops
• Apple Mac Hardware and Software
• Copiers, Printers, and Scanners
• Communication Hardware
• Ro Understanding of PLC’s (Process Logic Controllers)
• Broad Understanding of all PC based software Network Hubs, Switches, Routers, and Wireless AP’s
• Virtual Private Networks & Data Encryption
• Experience with ticketing systems
• Familiarity with Active Directory, Entra ID or endpoint management tools

See above