IT Support Specialist

Overview

Sound Productions (SoundPro), a leading distributor and solutions provider in the Pro-AVL industry, is seeking a proactive and organized IT Support Specialist to support day-to-day IT operations and ensure reliable service delivery across the business. This role serves as the primary point of contact for general IT support, resolving common issues and coordinating internal escalation when deeper technical expertise is required.

The IT Support Specialist supports the internal IT team by handling routine support, clearly documenting issues, and packaging escalations to minimize disruption and improve resolution efficiency. The ideal candidate is comfortable troubleshooting, communicating clearly, and maintaining structure in a fast-paced environment, with a strong focus on service quality, documentation, and continuous improvement.

Responsibilities

Technical Support and Troubleshooting (40%)

• Provide Tier 1–2 technical support for end users across hardware, software, and network-related issues.
• Serve as the primary point of contact for general IT issues, resolving common problems independently and escalating appropriately when needed.
• Support ERP and business system users by troubleshooting access, performance, and workflow-related issues.
• Perform initial diagnostics, reproduction, and impact analysis before escalating issues to the Systems Analyst or Systems Engineer.
• Package escalations with clear problem statements, steps to reproduce, supporting evidence, and documented troubleshooting steps.
• Document root causes, resolutions, and recurring issues to reduce repeat incidents and improve overall system reliability.

Service Coordination and Helpdesk Operations (30%)

• Monitor and manage IT service tickets in Freshservice, ensuring timely response, accurate prioritization, and clear communication with users.
• Own incidents through resolution where possible; coordinate internal escalation when issues require deeper system or integration expertise.
• Classify, prioritize, and route incidents, problems, and changes according to defined processes.
• Act as a communication bridge between end users and technical escalation points, minimizing back-and-forth and unnecessary interruptions.
• Maintain accurate ticket records, asset updates, and supporting documentation to ensure traceability and audit readiness.
• Collaborate with IT leadership to review ticket trends, recurring issues, and workload distribution.

Process and Continuous Improvement (20%)

• Identify patterns in support requests and recommend improvements to systems, configurations, or documentation.
• Contribute to the development and refinement of ITIL-aligned processes for incident, problem, and change management.
• Assist in maintaining and improving internal knowledge base articles and standard operating procedures.
• Support change management efforts by validating fixes, testing updates, and assisting with user communication.
• Help reduce operational noise by shifting repeatable work away from higher-level technical resources.

IT Projects and Documentation (10%)

• Support IT projects by assisting with specified tasks, testing, validation, and documentation.
• Prepare clear technical documentation and user-facing instructions related to system changes or known issues.
• Track project-related support impacts and feedback to inform future improvements.

Qualifications

• 2–5 years of experience in IT Support, Service Desk, or IT Operations roles.
• Strong troubleshooting skills with the ability to isolate issues and determine appropriate escalation paths.
• Familiarity with ITIL concepts and service management practices; Freshservice experience is a plus.
• Experience supporting ERP or line-of-business applications; Acumatica experience preferred.
• Working knowledge of Microsoft 365, Active Directory, and Windows environments.
• Strong written and verbal communication skills, with an emphasis on clear documentation and issue packaging.
• Ability to work independently while collaborating effectively with senior technical resources.

Why Choose SoundPro?

Since 1973, SoundPro has been the trusted source for audio, video, and lighting gear. With over 50 years of excellence, we’ve built a reputation on quality, expertise, and customer-first service. Our competitive, driven team thrives on innovation and collaboration, and we celebrate every win.

SoundPro is more than just a place to work, it's an experience. We are powered by people – our own and those in our industry. We believe that people come first, are dedicated to serving those around us, and are committed to keeping our industry special, while making a positive impact on our communities. We care about our Team and along with an amazing company culture, we offer Comprehensive Health Plans, PTO and Wellness Time Off, Paid Volunteer Time Off, 401k, Paid Maternity and Paternity Leave, Training and Professional Development, Product Discounts, Casual Dress Code, and a Fun and Funky Culture.