What are the responsibilities and job description for the IT Support Specialist position at The Northbridge Companies Home Office?
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IT Support Specialist
The IT Support Specialist serves as the primary connection between end users and the Managed Service Provider (MSP), ensuring technology-related issues are effectively communicated, prioritized, and resolved in support of business operations.
This is a hands-on, service-oriented role that provides both onsite and remote end-user support. The IT Support Specialist actively assists with day-to-day technology troubleshooting, user support, workflow disruptions, and technology-related challenges while serving as the bridge between end users and outsourced IT resources.
As this is a temporary/interim assignment, the role and responsibilities associated with this position will be subject to review/extension after 90 days to assess ongoing business needs and determine next steps.
Essential Job Responsibilities:
Hands-On IT Support
- Serve as the primary point of contact for operational teams regarding day-to-day technology issues impacting business operations.
- Provide hands-on onsite and remote troubleshooting support for common hardware, software, connectivity, and business application issues.
- Assess technology issues, gather relevant details, determine operational impact, and perform first-level troubleshooting before escalation when appropriate.
- Assist end users with resolving routine technical issues to minimize disruption and improve productivity.
MSP Relationship & Service Delivery
- Serve as the primary contact between end users and the Managed Service Provider (MSP), coordinating escalated technology support issues and ensuring timely resolution.
- Coordinate issue escalation, monitor ticket progress, and ensure clear communication throughout the support lifecycle.
- Track service responsiveness, issue resolution timelines, and overall vendor performance.
- Escalate unresolved, high-impact, or recurring issues to ensure timely follow-through and accountability.
Business Systems Support
- Partner with leaders to understand workflows dependent on technology and identify barriers affecting day-to-day operations.
- Provide practical support when technology issues disrupt operations, including assisting with workarounds or interim solutions when appropriate.
- Communicate business needs clearly to IT partners to support timely resolution and service alignment.
Continuous Improvement
- Track recurring incidents, service trends, user pain points, and technology issues affecting operations.
- Analyze issue patterns to identify opportunities for process improvements, preventative actions, or service enhancements.
Change Management & End User Support
- Support implementation of new tools, system updates, and technology changes from an operational readiness perspective.
- Coordinate communications regarding outages, planned maintenance, updates, and user-impacting technology changes.
Educational/Vocational Requirements:
- Bachelor’s degree in Information Technology, Business Administration, or related field; equivalent experience may be considered.
- 0-2 years of hands-on technology support, service delivery coordination, or related experience.
- Demonstrated experience troubleshooting common end-user business application issues.
- Experience working with managed service providers (MSPs), IT, or third-party support partners.
- Strong technical aptitude with the ability to diagnose and communicate technical issues effectively.
- Familiarity with ticketing and service management platforms (ConnectWise, Zendesk, Jira, ServiceNow, etc.).
- Experience supporting multi-site operations, healthcare, senior living, hospitality, or similar service-driven environments.
- Excellent customer service, communication, and interpersonal skills.
Minimum Eligibility Requirements:
- Requires the ability to communicate effectively in English, both verbally and in writing, to perform job responsibilities and follow safety and operational procedures.
- Must possess a valid driver’s license and reliable transportation, with the ability to travel to communities, business meetings, and other business locations as needed.
Benefits of Joining our Team:
We are committed to fostering your well-being and professional development by offering an array of benefits tailored to support your growth and satisfaction.
- Competitive Salary: Compensation reflective of your expertise and dedication.
- Flexible Work Schedule: A work schedule that accommodates your personal commitments.
- Paid Leave: Enjoy generous allocations for holidays, vacation, and personal days, ensuring you have time to recharge.
- Health and Wellness Plans: Access comprehensive health insurance plans for you and your dependents, promoting overall well-being.
- Retirement Savings: Participate in a 401(k) plan with a company match to build financial security for the future.
- Professional Development: Continuous learning and advancement opportunities to enhance your skills and career trajectory.
APPLY NOW
Criminal Background Screening is required.
*All candidates will be required to show valid proof of full vaccination for COVID-19 before commencing work or commit to obtaining full vaccination within 30 days of commencing work, unless they receive an approved exemption.
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Salary : $28 - $33