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.