IT Support Specialist

Description

JOB SUMMARY/OBJECTIVE: The IT Support Specialist provides day-to-day operational support and assistance to employees across the organization, ensuring that computer systems, networks, and business applications operate reliably and efficiently. The role is responsible for supporting workstation hardware, software platforms, and endpoint devices while maintaining stable IT operations across the organization.

Essential Duties And Responsibilities

• Respond to and resolve user-reported technical issues and service requests in a timely and professional manner through the IT helpdesk system.
• Troubleshoot hardware and software issues including desktops, laptops, mobile devices, printers, peripherals, and other endpoint devices.
• Diagnose and resolve network connectivity issues.
• Install, configure, and maintain computer hardware components including workstations, monitors, docking stations, and peripheral equipment.
• Install, configure, and support software applications used by employees including Microsoft 365 applications, operating systems, collaboration tools, and specialized business software platforms.
• Assist with user lifecycle management including onboarding, offboarding, account provisioning, and access management.
• Provision and manage endpoint devices using device management tools such as Microsoft Intune.
• Monitor and respond to endpoint protection alerts using Microsoft Defender or other security tools and escalate issues when necessary.
• Provide end-user support for business platforms used within the organization including systems such as Salesforce, PrintIQ, Dynamics Business Central, and other SaaS applications.
• Assist with hardware provisioning, device inventory management, and asset tracking.
• Support meeting room technology, collaboration tools, and audio/visual equipment.
• Assist in the implementation and enforcement of IT security policies and procedures to protect company systems and data.
• Maintain documentation of support procedures, system configurations, and technical support activities.
• Provide training and guidance to users on IT systems, software applications, and best practices for cybersecurity and data protection.
• Any other related task and/or responsibility assigned by supervisor.
• Escalate complex infrastructure, integration, or enterprise system issues to the IT Manager when required.
  
  

COMPETENCES

• Positive and approachable attitude.
• Transparent and trustworthy.
• Adaptability and versatility in a fast-paced production environment.
• Self-accountable with strong problem-solving ability.
• Manages time effectively and prioritizes support requests appropriately.
• Customer/quality focus (every employee is our internal customer).
• Team focused and collaborative across departments.
• Leads by example and demonstrates initiative and ownership.
  
  

Supervisory Responsibilities

This job has no supervisory responsibilities.

Position Type / Expected Hours Of Work

This position may occasionally require extended hours or weekend work to support system maintenance, upgrades, or operational needs.

Experience And Skills Preferred

• 3-5 years of experience in IT support, helpdesk, or desktop support roles.
• Experience supporting Windows and Mac operating systems and Microsoft 365 environments.
• Experience supporting enterprise SaaS platforms such as Salesforce or other CRM/business systems is a plus.
• Familiarity with endpoint management tools such as Microsoft Intune and basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience working in manufacturing, production, logistics, or other operational environments is a plus