IT Support Specialist

A Brief Overview

The IT Support Specialist I is responsible for delivering and improving technology support across all company division locations by exercising independent judgment in how support issues are analyzed, resolved, documented, and escalated. This position uses hands‑on support experience and support data, to increase effectiveness and scalability of company technology. This role supports company technology processes for user support, security, and legal by following established procedures and escalating appropriately, while contributing feedback for improvement.

The IT Support Specialist I serves as a professional bridge between user support roles and Technology Administration, developing subject matter expertise, ownership, and governance responsibilities at the IT Support Specialist II level.

The IT Support Specialist I is responsible for delivering and improving technology support across all company division locations by exercising independent judgment in how support issues are analyzed, resolved, documented, and escalated. This position uses hands‑on support experience and support data, to increase effectiveness and scalability of company technology. This role supports company technology processes for user support, security, and legal by following established procedures and escalating appropriately, while contributing feedback for improvement.

The IT Support Specialist I serves as a professional bridge between user support roles and Technology Administration, developing subject matter expertise, ownership, and governance responsibilities at the IT Support Specialist II level.

• Monitors and analyzes company division support requests and exercises independent judgment to determine appropriate resolution paths, including troubleshooting and resolving issues directly or coordinating escalation to subject matter experts.
• Analyzes support trends and recurring issues to identify root causes and contributes to the design and improvement of support workflows, routing protocols, and resolution standards to enhance efficiency, consistency, and user experience.
• Develops and maintains technical documentation, knowledge base resources, and training materials for administrators, support staff, and end users, enabling scalable support models and reducing reliance on manual or reactive intervention.
• Ensures company division technology assets are properly documented and tracked for support and lifecycle visibility, and provides recommendations related to storage, replacement, and disposal in accordance with established policies.
• Supports the execution of company technology, security, and legal processes related to employee equipment by following documented procedures, maintaining required records, and escalating exceptions appropriately.
• Uses analysis of support data and operational experience to make recommendations for scalable technology solutions and continuous improvement initiatives.
• Identifies recurring operational patterns and contributes to improvements in company technology policy and procedure.
• Assists with technology projects by completing assigned tasks, coordinating with stakeholders, and contributing documentation and implementation support as needed.
• Communicates effectively with internal stakeholders at all organizational levels regarding support status, issue resolution, and process improvements, ensuring clarity and alignment with established service expectations and departmental procedures.

• Bachelor's Degree in Information Technology, Business, or related fields required.
• or equivalent work experience required.

• 1-3 years Experience working in or supporting executive or corporate office environments, including interaction with senior leadership, where professionalism, attention to detail, and discretion, are critical. required.
• 1-3 years Demonstrated experience identifying technology or operational gaps, proposing solutions, and planning and executing those solutions from concept through implementation and ongoing management. required.
• 1-3 years Experience managing company‑issued technology equipment at an enterprise scale,…