Information Technology Support Specialist

Overview

We are seeking a customer-focused and technically skilled IT Support Analyst to join our technology team. In this role, you will serve as the first point of contact (POC) for end-user support requests, troubleshooting hardware, software, and network issues across the organization. The ideal candidate is organized, communicative, and able to manage multiple priorities efficiently while delivering a high level of customer service.

This position includes participation in an on-call rotation one week out of every 12 weeks or as needed to support after-hours incidents or critical issues.

$25.00/hr - $30.00/hr

• Provide Tier 1 technical support to internal users via phone, email, chat, and in-person.
• Diagnose and resolve hardware, software, printer, and networking issues on Windows systems.
• Set up and configure workstations, laptops, mobile devices, and peripheral equipment for new hires and existing employees.
• Manage and maintain support ticketing systems and document resolutions.
• Support remote users through remote management tools.
• Escalate unresolved issues to the appropriate internal teams.
• Assist with user account administration in Active Directory, Microsoft 365, and other enterprise systems.
• Participate in an on-call rotation to provide after-hours support for critical incidents.
• Maintain accurate documentation of IT procedures, solutions, and user guides.
• Track and manage IT assets and inventory.
• Contribute to ongoing improvements in IT support processes and user experience.

• 1–3 years of experience in an IT support / help desk environment.
• Strong knowledge of Windows 11.
• Experience with Microsoft 365, Active Directory, and basic network troubleshooting.
• Excellent interpersonal and communication skills with a strong customer service mindset.
• Ability to work independently, prioritize tasks, and handle multiple support requests effectively.
• Experience with support ticketing systems and support tools.
• Associate’s degree in computer science, information technology, or equivalent experience.
• IT certifications (e.g., CompTIA A+, Network+, Microsoft or similar) are a plus.

• Work schedule:
  
  Standard business hours with participation in an on-call rotation.
• Work Environment:
  Office-based to start with the ability to transition to a hybrid schedule.
• Travel:
  Occasional travel to support remote sites may be required.