IT Support Specialist

We are seeking a reliable, proactive, and self-starting IT Support Specialist to join our team. In this position, you will support team members by resolving day-to-day technical issues, maintaining core office systems, provisioning user access, and helping keep our technology running smoothly. This role also includes oversight of the downtown Eugene office network, and requires at least 75% on-site presence in a hybrid work environment.

• Serve as the first point of contact for IT issues, responding to and triaging help desk requests
• Manage help desk tickets ensuring timely closure and proper documentation
• Escalate complex or unresolved issues to the appropriate team or vendor, and track resolution through completion
• Maintain user systems and provide day to day desktop support
• Diagnose and troubleshoot hardware, software, network, and peripheral issues as they arise
• Maintain and support office network, printers, and related workplace technology
• Audit user accounts and access, ensuring appropriate roles and permissions are assigned
• Track and manage inventory of hardware and software business assets
• Monitor MDM platforms for out of compliance devices and remediate as needed
• Contribute to and maintain the IT knowledge base, documenting issues, solutions, and procedures
• Partner with the security team to ensure vulnerabilities are remediated within established SLAs
• Ensure employee accounts are onboarded and offboarded according SLAs and internal processes
• Coordinate with the Systems Administrator on purchase needs for new devices
• Build, deploy, and ship new Windows and Mac workstations for incoming employees
• Ensure timely lockdown, retrieval, and processing of devices for offboarded employees
• Other duties as assigned

• 1 to 3 years of experience in IT help desk, desktop support, or a related technical support role, or equivalent hands on experience
• Strong working knowledge of Windows and MacOS, including setup, troubleshooting, and user support
• Familiarity with common workplace tools and systems, such as Microsoft 365, Google Workspace, and video conferencing platforms
• Basic understanding of networking concepts, including Wi Fi, VPN, printers, and network troubleshooting
• Experience using a ticketing system to track, prioritize, and document support requests
• Comfortable supporting hardware and peripherals, such as laptops, monitors, docks, headsets, and printers both in person and remotely
• Exposure to account administration and access management, including role assignments and auditing
• Familiarity with MDM tools or willingness to learn device compliance monitoring and remediation
• Strong customer service mindset, able to communicate clearly and patiently with non technical users
• Detail oriented and organized, with the ability to manage multiple issues and follow through to resolution
• Able to elevate issues appropriately and collaborate with internal teams or external vendors
• Willing and able to spend at least 75 percent of work time on site in the downtown Eugene office
• Associateʼs degree in IT, Computer Science, or related field preferred, but not required