Job Summary:

The IT Support Specialist will provide on-site technical support for our company's various distribution centers and satellite locations. The successful candidate will work closely with the local IT team to ensure that all computer systems and equipment are running efficiently and effectively. In this role, you will be responsible for providing end-user support, troubleshooting technical issues, and resolving hardware and software problems. Additionally, you will collaborate with the Director of IT Desktop Operations and remote IT team to support other locations as needed. This is an excellent opportunity for a skilled IT professional who enjoys working in a fast-paced environment and is passionate about technology.

Supervisory Responsibilities:
None

Duties/Responsibilities: 

• Provide first-line support to computer users via phone, email, or in-person, answering technical queries and resolving issues related to desktops, laptops, mobile devices, printers, and other IT equipment. 
• Install and configure software applications, operating systems, and hardware. 
• Troubleshoot hardware and software issues, diagnosing and resolving problems, and performing maintenance activities. 
• Ensure the smooth operation of computer systems, including regular monitoring of system performance, identifying potential issues, and taking corrective action where necessary. 
• Maintain accurate records of all support activities, including incident tickets, system configurations, and user accounts. 
• Provide technical training to users as necessary to ensure that they are proficient in the use of IT equipment and software. 
• Perform system backups and recovery procedures to ensure data security and availability. 
• Work with the network team to troubleshoot network connectivity issues, assisting with network equipment installations.
• Manage user accounts, permissions, and access rights within the organization's network and systems.
• Contact service providers for equipment repairs, and maintenance. Ensure timely resolution of issues with third-party IT services (ex. Lenovo and Kofax service team).
• Create and updating technical documentation in Empire’s knowledgebase to facilitate self-help and enhance support efficiency.
• Assist in the development and implementation of IT policies and procedures. 
• Occasional travel to other distribution centers and satellite locations as needed to support the business.

Skills & Qualifications:

• At least 5 years of experience in an IT support role, providing expert-level technical support for desktops, laptops, mobile devices, printers, and other IT equipment
• Advanced knowledge of computer hardware, software, and operating systems, including Windows and Mac
• Strong knowledge of networking and infrastructure technologies, including TCP/IP, DNS, DHCP, and Active Directory
• Experience with IT security best practices, including firewalls, intrusion detection/prevention, and antivirus/malware protection
• Excellent problem-solving and troubleshooting skills, with a proven ability to diagnose and resolve complex technical issues
• Strong communication and interpersonal skills, with the ability to work collaboratively with team members and end-users
• Ability to work independently and as part of a team, with a strong focus on customer service and satisfaction.