Technical Support Specialist - Birmingham

Position Title

Technical Support Specialist

IT Systems & Support Manager

IT

Non-Exempt

Frequent local/regional travel (approx. 50%) with occasional overnight stays (required).

This position provides both remote and on-site technical support across all ATS locations. Key responsibilities include troubleshooting hardware, software, and network issues, as well as installing and maintaining IT equipment and infrastructure to ensure operational continuity throughout the organization.

• Serve as the first point of contact via phone, email, and ticketing systems, providing remote and on-site support for hardware, software, network, and POS issues, including escalation as needed.
• Install, configure, and maintain operating systems, software, patches, and IT equipment including PCs, servers, and peripherals.
• Assist with network setup and support, including hardware installation, Cat6 cabling, RJ45/keystone terminations, and maintaining network performance and stability.
• Document support activities and maintain accurate inventory records for IT equipment and deliveries.
• Support ATS locations through frequent travel, including occasional overnight stays, and assist with on-site setups (including PA systems), maintaining organized work spaces and delivering excellent customer service while adhering to company policies.

• Troubleshooting:
  Strong hardware, software, and basic networking troubleshooting skills (required).
• Systems:
  Working knowledge of Windows OS, Microsoft 365, and Android/iOS devices (preferred).
• Networking:
  Basic understanding of LAN/WAN, IP, DNS, and DHCP (preferred).
• Tools:
  Experience with remote support tools and helpdesk/ticketing systems such as Zendesk (preferred).
• Infrastructure:
  Familiarity with structured cabling standards (preferred).
• Soft Skills:
  
  Strong time management, organization, and customer service mindset; ability to work independently and as part of a team (required).

• Experience:
  
  2 or more years of IT support or technical experience (required).
• Education:
  
  Associate/Bachelor’s degree in IT, Computer Science, or equivalent experience (preferred).
• Certification:
  Relevant IT certifications such as CompTIA A+ and CompTIA Network+, along with cabling and scissor lift certifications. Candidates may be required to obtain one or more certifications within 6–12 months of employment (preferred).
• Driving:
  Valid driver’s license, clean driving record, and reliable transportation that meets the company vehicle allowance program (required).
• Travel:
  Frequent local/regional travel (approx. 50%) with occasional overnight stays (required).
• Screening:
  Must pass a background check, motor vehicle check, and drug screen (required).

• Occasionally:
  Carrying up to 50 lbs., pushing and pulling up to 25 lbs., lifting up to 50 lbs., climbing up to 14‑foot height, operating a scissor lift at heights of 30+ feet, balancing, stooping, kneeling, crouching, handling and smelling.
• Frequently:
  Walking on tile/concrete, bending, reaching waist/overhead level.
• Continuously:
  Standing on tile/concrete, talking, seeing, and hearing.
• When performing job duties, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

• Mostly regular and weekend hours, occasionally working evenings and holiday hours as needed.
• Working environment includes inside building with controlled temperatures and outside conditions with varying weather and temperatures.

Other duties as assigned:
This job description may not cover every duty or responsibility that might arise in the course of employment. Employees are expected to perform other duties as assigned, which may not be explicitly stated in this document. The duties and responsibilities outlined here are intended to provide an overview of the primary functions of the role, but they may change as the needs of the organization evolve.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.