IT Support Specialist

Reports To: Manager, Infrastructure & IT Services

The IT Support Specialist I serves as the primary point of contact for end-user technical support across multiple business units and remote locations. This position provides first-level assistance for hardware, software, Microsoft 365 applications, and basic network connectivity while delivering exceptional customer service.

The role is responsible for resolving common technical issues, deploying and configuring workstations, maintaining end-user computing equipment, and ensuring timely resolution or escalation of more complex technical issues to senior IT staff or managed service providers (MSPs) when appropriate. Working closely with the IT team, the IT Support Specialist I helps maintain a reliable, secure, and efficient computing environment that supports business operations and user productivity.

• Serve as the primary point of contact for end-user IT support requests received by phone, email, walk-up, or the help desk ticketing system.
• Respond to, troubleshoot, and resolve Tier 1 hardware, software, printer, peripheral, operating system, and basic network connectivity issues within established service-level expectations.
• Install, configure, deploy, and maintain desktop computers, laptops, mobile devices, printers, monitors, and other end-user technology.
• Perform workstation setup, software installation and updates, and user-account support, including password resets and account lockouts, following established procedures.
• Provide first-level support for Microsoft Windows, Microsoft 365 applications, and other approved business software.
• Accurately document support requests, troubleshooting activities, steps taken, and resolutions within the help desk or IT service-management system.
• Escalate unresolved or complex technical issues to Tier 2 support, Systems Administration, the IT Systems Analyst, IT Systems Lead, managed service providers, or other appropriate IT resources.
• Deliver professional, timely customer service while educating users on supported technologies and promoting effective use of IT resources.
• Assist with equipment collection, deployment, redeployment, inventory management, and disposal in accordance with company procedures, including ensuring assigned equipment is appropriately labeled and documented.
• Monitor and assist with the maintenance of offsite backups in accordance with established IT procedures, escalating backup failures, exceptions, or issues requiring advanced technical intervention to senior IT personnel.
• Create and update basic user guides and knowledge-base articles; follow established IT policies, procedures, technical standards, security requirements, and documentation practices. The position may also assist with higher-level technical activities under the guidance of senior IT personnel for temporary coverage, training, or professional development.

• Employees may be required to perform other related duties as assigned to meet business needs.

• High school diploma or equivalent required.
• Associate degree in Information Technology or a related field preferred, or equivalent technical training or experience.
• One (1) to three (3) years of experience providing customer service or technical support.
• Basic knowledge of Microsoft Windows operating systems.
• Familiarity with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Basic understanding of computer hardware and peripherals.
• Strong customer service and communication skills.

• Experience using a help desk, ticketing, or IT service-management system.
• Experience imaging and deploying computers.
• Familiarity with Active Directory user-account administration.
• Familiarity with basic network connectivity concepts and technologies.
• CompTIA A+ certification or equivalent technical certification.
• Experience supporting users in a manufacturing, regulated, multi-site, or office environment.

• Strong customer service mindset with a willingness and ability to assist others.
• Ability to troubleshoot common computer problems using established procedures.
• Ability to recognize when an issue should be escalated to a more senior technical resource.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to prioritize multiple support requests and competing service needs.
• Ability to work independently within…