IT TAC Support Specialist

It’s fun to work in a company where people truly BELIEVE in what they’re doing! We're committed to bringing passion and customer focus to the business. Position Summary The IT TAC Support Specialist I provides technical support to associates across the organization through phone, ticketing, chat, and remote support channels. This role is responsible for troubleshooting hardware, software, Windows and IGEL operating systems, virtual desktop environments, Microsoft 365 applications, access-related issues, and business applications while delivering exceptional customer service and maintaining accurate documentation.

Successful candidates demonstrate strong problem-solving skills, technical aptitude, curiosity, and a commitment to continuous learning. TAC associates are expected to contribute to knowledge base documentation, process improvements, and automation opportunities that improve service quality, scalability, and operational efficiency.

• Respond to incidents and service requests received through phone, email, chat, and ticketing systems.
• Troubleshoot Windows and IGEL operating systems, Microsoft 365 applications, hardware, printers, virtual desktop environments, and business applications.
• Diagnose and resolve technical issues using structured troubleshooting methodologies.
• Maintain ownership of incidents and service requests through resolution.
• Create detailed ticket documentation including troubleshooting steps, findings, and resolutions.
• Develop and maintain knowledge base articles, quick reference guides, and technical documentation.
• Identify recurring issues and recommend process improvements or automation opportunities.
• Utilize Power Shell and approved administrative tools to support troubleshooting and operational efficiency.
• Assist with onboarding activities, hardware deployment, account administration, and access requests.
• Escalate issues appropriately while providing complete troubleshooting details and supporting evidence.
• Participate in major incident response and service restoration activities as needed.
• Perform other duties as assigned.

• High school diploma or equivalent required.
• Associate's degree or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred.
• One (1) year of technical support, help desk, customer service, or related experience preferred.
• Equivalent combinations of education, certifications, military service, and experience may be considered.

• Knowledge of Windows operating systems, Microsoft 365 applications, and endpoint support concepts.
• Basic understanding of networking concepts including DNS, DHCP, VPN, and wireless connectivity.
• Familiarity with Active Directory, Entra , and account administration.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to learn new technologies and support tools quickly.
• Ability to communicate technical concepts to non-technical users.
• Strong customer service and documentation skills.
• Familiarity with Power Shell scripting or a willingness to learn automation concepts.

• CompTIA A+ certification required within six (6) months of hire.
• CompTIA Network+, Security+, or other relevant technical certifications preferred.

Participation in a rotating Saturday support schedule is required. Typical Saturday coverage consists of approximately four (4) hours during Saturday morning operating hours. Occasional after-hours support may be required for major incidents or service disruptions.

The successful candidate demonstrates ownership, accountability, and a desire to continuously improve…