Role Summary

The IT Support Specialist is the first point of contact for employees who need technical help. This role focuses on quick, friendly support for everyday IT issues — user accounts, devices, printers, email, and core applications — so people can stay productive. You handle face-to-face and remote support, triage and resolve SOC and NOC alerts, and know when to escalate. Success in this role looks like clear communication, solid troubleshooting, and a genuine willingness to learn from feedback and from more senior team members.

Key Responsibilities

• Own Level I/II tickets for user account issues (password resets, account unlocks, access changes under guidance).
• Troubleshoot and resolve user device issues for Windows 11 laptops/desktops, Mac devices, thin clients, and mobile devices.
• Diagnose and resolve printer, scanner, and peripheral problems, including connectivity and driver issues.
• Support email and application issues (Outlook, Teams, Office / Microsoft 365, and line-of-business applications).
• Use remote support tools to assist users; provide clear, non-jargon explanations of what you are doing and why.
• Handle assigned SOC and NOC alerts by following established SOPs and runbooks; gather logs and escalate clearly when needed.
• Install and update approved applications and agents on user devices following standard deployment procedures.
• Keep accurate documentation in the ticketing system, including problem description, steps taken, and resolution.
• Contribute to knowledge base articles, FAQs, and quick-reference guides for common issues.
• Collaborate with other team members, ask for help early on complex issues, and share what you learn back with the team.

Skills & Experience

• Required
• 1–2 years in a help desk, desktop support, or customer-facing technical role.
• Hands-on experience supporting Windows 10/11, Microsoft 365, and standard business applications.
• Comfortable troubleshooting device issues (performance, connectivity, login problems) and basic network/Wi-Fi/VPN issues using simple tools and checklists.
• Excellent verbal and written communication skills; able to listen carefully, summarize issues, and set expectations with non-technical users and senior management.
• Strong problem-solving and troubleshooting skills with a structured approach rather than guesswork.
• Some exposure to scripting (PowerShell or similar) and an interest in automating repetitive tasks over time.
• Customer-service mindset: calm under pressure, follows through on commitments, and keeps users updated without being prompted.
• Naturally helpful and team-oriented; open to coaching and comfortable asking questions when unsure.
• Preferred
• Some college coursework in Information Technology or a related field, technical training, or equivalent practical experience.
• Certifications such as CompTIA A , Network , or Microsoft fundamentals.
• Experience with ticketing systems such as ConnectWise or other ITSM platforms.
• Exposure to telephony/VoIP, video conferencing, and conference room technology.
• MSP experience supporting organizations with similar size and complexity of IT infrastructure.

Work Conditions

• Full-time role based in Little Rock, AR.
• Standard business hours with occasional after-hours work as needed for support, maintenance, and on-call rotation.

Perks and Benefits at Priority Wire and Cable

• Competitive salary
• Medical Insurance with premiums paid at 100% for employee AND dependents
• Dental Insurance 100% paid for Employee
• Vision Insurance
• HSA with Employer Contributions
• Life Insurance
• Short Term Disability
• 401(k) Plan
• Profit Sharing: Typical annual contribution of 15% of total eligible compensation
• Paid Holidays AND PTO
• Cancer, Critical Illness and Accident Policies available

Additional Information

Candidates must be 18 years or older with the ability to understand and adhere to all job requirements and safety guidelines.

Previous Wire & Cable experience is a plus.

Priority Wire & Cable is interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor, or take over sponsorship, of employment visas.

Priority Wire and Cable is an Equal Opportunity Employer to include women, minorities, veterans, persons with disabilities, color, sex, sexual orientation, gender identity, religion, origin, and genetic information.