IT Support Specialist

The IT Support Specialist I is responsible for providing frontline technical support for hardware, software, systems, and network-related issues across the organization. This role serves as a primary point of contact for end users by troubleshooting technical problems, resolving service requests, and ensuring a high level of customer support and system reliability.

The IT Support Specialist I partners closely with internal departments and the Information Technology team to support daily operations, maintain system functionality, and assist with ongoing technology improvements. This position requires strong troubleshooting abilities, effective communication skills, and a customer-focused mindset.

Work is performed primarily in an office and manufacturing environment with frequent interaction across multiple facilities and departments. The role requires the ability to manage multiple technical issues simultaneously while responding to end-user support needs in a fast-paced environment.

Occasional after-hours or on-call support may be required to assist with system outages, updates, or emergencies. The IT Support Specialist must be adaptable and capable of working under varying levels of pressure while maintaining professionalism and responsiveness.

• Respond to and troubleshoot IT service requests via phone, email, chat, and ticketing systems
• Diagnose and resolve hardware, software, network, and user-access issues
• Accurately document incidents, service requests, and resolutions within the IT ticketing system
• Provide remote support and VPN assistance for end users
• Support desktop hardware and software deployment per company standards
• Assist users with Microsoft Windows, Microsoft Office, and internally supported applications
• Provide “how-to” guidance and technical assistance to employees
• Utilize knowledge bases, manuals, vendor resources, and support documentation to resolve issues
• Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction
• Assist with software installations, upgrades, updates, and system maintenance
• Participate in troubleshooting and support of networking, switches, routers, and voice communication systems as needed
• Contribute to the development and maintenance of user guides, FAQ documents, and knowledge base articles
• Assist in maintaining IT inventory, hardware records, and software licensing compliance
• Support system improvement initiatives and technology deployments
• Cross-train and support System Administrator responsibilities when needed

• Support continuous improvement initiatives related to IT systems and support processes
• Participate in approved technical training and professional development programs
• Assist with hardware refresh projects and technology upgrades
• Collaborate with vendors and cross-functional teams to support operational needs
• Perform additional IT-related duties as assigned

• Associate degree in Information Technology, Computer Science, or related field preferred
• Minimum of 3 years of IT support or technical troubleshooting experience preferred
• Experience supporting desktop hardware, software, and Microsoft environments required
• Experience with Active Directory, VPN support, and network troubleshooting preferred
• Hardware and software certifications are a plus
• Equivalent combinations of education and experience may be considered

• Strong troubleshooting and problem-solving skills
• Excellent customer service and interpersonal communication skills
• Ability to quickly learn and support new technologies and applications
• Strong organizational and time management skills
• Ability to work effectively in a fast-paced environment with changing priorities
• High level of professionalism and accountability
• Ability to work independently and collaboratively within a team environment

• Timely and accurate resolution of IT support issues and service requests
• High levels of end-user satisfaction and support responsiveness
• Stable and reliable operation of supported systems and devices
• Accurate documentation and…