What are the responsibilities and job description for the Tech Support Spec 1 position at Troy Design Manufacturing Company?
The Technical Support Specialist provides front-line IT support to end users, ensuring timely resolution of technical issues and maintaining smooth daily operations. This role involves troubleshooting hardware, software, network, and account-related problems while delivering excellent customer service.Key Responsibilities:- Provide Level 1–2 support for desktops, laptops, mobile devices, printers, and peripherals.- Troubleshoot Windows, macOS, Microsoft 365, and common business applications.- Manage user accounts, passwords, and permissions within Active Directory, Azure AD, and other systems.- Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN).- Escalate complex incidents to senior IT staff or vendors as needed.- Monitor and respond to tickets via the help desk system.- Document all issues, resolutions, and root causes accurately.- Follow ITIL-aligned processes for incident, request, and problem management.- Configure and deploy new hardware, including imaging and software installation.- Support enterprise tools such as M365, Teams, antivirus, endpoint management (Intune/SCCM), and collaboration systems.- Perform routine maintenance, updates, and patching.- Assist employees with system use, best practices, and basic training.- Communicate clearly with non-technical users and provide step-by-step guidance.- Create simple documentation and “how-to” guides.Minimum Qualifications:- Associate degree in IT, Computer Science, or related field (or equivalent experience).- 2–5 years of technical support or help desk experience preferred.- Strong understanding of Windows OS, Office 365, and basic networking.- Experience with ticketing systems (ServiceNow, IssueTrak, etc.).- Familiar with Active Directory, MFA/SSO systems, and endpoint administration.- Basic troubleshooting of network, Wi-Fi and VPN clients.Preferred Qualifications:- CompTIA A , Network , or similar certifications.- Experience in manufacturing or fast-paced environments.- Familiarity with ITIL concepts.- Knowledge of cloud platforms (Azure, AWS) is a plus.Soft Skills:- Excellent customer service and communication skills.- Strong problem-solving and prioritization abilities.- Ability to work independently or as part of a team.- Patience, professionalism, and attention to detail.Working Conditions:- Full-time, onsite.- Occasional after-hours support during upgrades, outages, or maintenance windows.- Ability to lift up to 25–50 lbs for equipment deployment.
Salary : $20 - $28