IT Support Specialist

Position Summary

We are seeking a reliable, self-motivated IT Support Specialist to provide frontline technical support for end users and retail locations. This role focuses on user and account support, Office 365 application support, basic networking, and computer troubleshooting. The ideal candidate is comfortable working independently, managing support tickets efficiently, and clearly reporting progress and outcomes to IT leadership. Occasional travel is required to support new store openings, working alongside an experienced team member to assist with network and equipment installations.

Key Responsibilities

• Respond to, troubleshoot, and resolve support tickets in a timely manner
• Provide user and account support, including account creation, access changes, and password resets
• Support Office 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Perform basic computer troubleshooting for desktops, laptops, printers, and peripherals (Windows and macOS)
• Assist with basic networking tasks, including connectivity, Wi-Fi, and printer issues
• Participate in a rotational on-call schedule for urgent issues, which is typically minimal
• Travel occasionally to retail sites for new store openings to:
  • Assist with network terminations and connectivity setup
  • Help install and configure IT equipment (workstations, printers, network hardware, security camera systems)
  • Work alongside an experienced IT partner during onsite installations
• Accurately document issues, resolutions, and work performed in the ticketing system
• Manage assigned tickets and tasks independently while meeting service expectations
• Provide regular updates and status reports to IT leadership

Growth & Development Opportunities

This role offers opportunities for professional growth. A candidate who demonstrates initiative, strong problem-solving skills, and aptitude may be given the opportunity to take on deeper technical responsibilities within our IT environment over time. As skills and interest are demonstrated, responsibilities may expand into more advanced systems, networking, or infrastructure support, based on business needs and the individual’s career goals. 

Required Skills & Qualifications

• Basic knowledge of computer hardware, operating systems, and troubleshooting
• Familiarity with Office 365 user support and administration
• Understanding of basic networking concepts (IP addressing, Wi-Fi, DNS, VPN)
• Experience using ticketing systems or help desk tools
• Ability to work independently and prioritize multiple tasks
• Strong communication and documentation skills

Physical Requirements

• Ability to lift and move IT equipment up to approximately 40–50 lbs
• Ability to stand, bend, kneel, and crawl as needed for equipment installation and troubleshooting
• Ability to work in retail, office, and light warehouse environments
• Ability to travel by car or air as needed for site visits and store openings

Preferred Qualifications

• Previous IT Support experience
• Experience supporting both Windows and macOS environments
• Exposure to retail or multi-site IT environments
• IT certifications such as CompTIA A , Network , or Microsoft fundamentals (preferred but not required)

What We’re Looking For

• A self-starter who takes ownership of tickets and assignments
• Someone comfortable working independently while keeping leadership informed
• A dependable team player interested in learning and growing within an IT environment