IT Support Specialist

Position Summary

The IT Support Specialist provides frontline technical support for hardware, software, and network

systems across the organization. This role supports end users both remotely and on-site, ensuring the

reliability and performance of desktops, laptops, mobile devices, and peripheral equipment.

Responsibilities include troubleshooting, system setup and maintenance, user account management,

and documentation of support activities.

The specialist works closely with other IT teams and vendors to resolve issues, supports security and

compliance efforts (including HIPAA), and delivers user training on IT best practices. This position

requires strong technical skills, effective communication, and a customer-focused mindset. Occasional

travel and after-hours support are required.

Essential Responsibilities

• Provide first-line support for both hardware and software issues across a variety of devices,
  
  
  

including desktops, laptops, phones, and peripherals.

• Troubleshoot, diagnose, and resolve user issues related to computer systems, applications, and
  
  
  

network connectivity, both remotely and in person.

• Assist with the installation, configuration, and ongoing usability of IT systems including
  
  
  

operating system refreshes, hardware upgrades, and software installations.

• Monitor and manage user requests via ticketing systems while ensuring timely resolutions, clear
  
  
  

communication, and high levels of customer satisfaction.

• Provide on-site support and troubleshooting for remote sites as needed (less than 10% travel).
• Collaborate with other IT teams and vendors to escalate and resolve technical issues that
  
  
  

require advanced expertise.

• Educate users on IT best practices, cybersecurity, and company-specific systems and
  
  
  

procedures

Knowledge, Skills & Abilities

• Strong experience supporting Microsoft Windows and Microsoft Office Suite as well as other
  
  
  

common enterprise software applications.

• Solid understanding of network concepts including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Basic knowledge of IT security practices including firewalls, antivirus tools, SMB, and network
  
  
  

intrusion detection/prevention systems.

• Experience with cloud-based applications, backup systems, and remote desktop solutions.
• Excellent troubleshooting and analytical skills with the ability to think critically and solve
  
  
  

problems efficiently.

• Strong written and verbal communication skills with the ability to articulate technical concepts
  
  
  

to both technical and non-technical users.

• Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced
  
  
  

environment.

• A customer-focused mindset with strong interpersonal skills and a professional demeanor.
• Participate in the deployment of new devices, such as laptops and desktops, including the
  
  
  

imaging process and setup of user accounts and permissions.

• Troubleshoot and resolve hardware and software issues and work with vendors for repairs and
  
  
  

replacements as needed.

• Ensure all systems and networks comply with industry standards and company security policies
  
  
  

including HIPAA regulations and data protection best practices.

• Assist in maintaining the organization’s network security posture by identifying and reporting
  
  
  

potential vulnerabilities.

• Offer "Just-In-Time" training for end users to improve their technical proficiency and reduce
  
  
  

dependency on support requests.

• Manage the provisioning and deactivation of user accounts, ensuring proper permissions and
  
  
  

access control across the company’s systems.

• Respond to user queries, provide professional, clear, and friendly assistance to all levels of staff,
  
  
  

and maintain a high level of customer service.

• Document all support incidents, troubleshooting steps, and resolutions in the helpdesk tracking
  
  
  

system, ensuring accurate and timely records.

Additional Responsibilities

• Be available for on-call support during non-business hours, including evenings and weekends, as
  
  
  

needed.

• Occasionally travel to various company locations for on-site support and device refreshes.
• Continuously learn and stay up to date with new technologies and IT best practices to support
  
  
  

organizational growth and efficiency.

• Participate in special IT projects, including system migrations and IT system implementations.
  
  
  

Education & Experience

• Associate’s degree in information technology or a related field, or equivalent work experience.
• 2 years of IT support or technical experience in a corporate or healthcare environment
  
  
  

preferred.

• Experience with IT service management (ITSM) tools.
• Familiarity with healthcare IT systems (EHR/EMR) and HIPAA compliance.
  
  
  

Physical & Other Work Demands

• Valid drivers license and reliable transportation.
• Ability to sit at a computer for extended periods and perform repetitive tasks.
• Ability to lift and move IT assets (up to 50 lbs.) when required.
• Occasionally travel by car or plane to customer sites.
• Flexibility to work after hours or weekends as necessary
  
  
  

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