Information Technology Support Specialist

Core Skill Areas & Responsibilities

• Provide technical support for computer hardware and software issues.
• Resolve incidents via phone, remote tools, or onsite support.
• Respond to service requests submitted through ITSM/ticketing systems.
• Track and document issues and resolutions accurately.
• Manage ticket queue and ensure timely completion in alignment with SLAs.

Desktop Support, Technical Support, Help Desk, ITSM, Incident Management, Ticketing Systems, Service Now, Customer Support

• Install and deploy desktops, laptops, and peripherals.
• Assist with hardware refresh initiatives.
• Perform network-based imaging for Windows 10 to Windows 11 migrations.
• Support workstation setup and configuration.

Hardware Deployment, Device Imaging, Windows 10, Windows 11 Migration, Endpoint Deployment, PC Refresh, Break/Fix Support

• Support user account administration in Active Directory.
• Troubleshoot system access and authentication issues.
• Collaborate with team members to resolve escalated technical issues.

Active Directory, User Account Management, Systems Troubleshooting, Access Management

• Deliver high-quality customer service to end users.
• Build rapport with clients and maintain professional communication.
• Work independently and collaboratively with managers and technicians.
• Manage multiple projects and priorities simultaneously.

Customer Service, Client Relations, Communication Skills, Multitasking, Time Management, Team Collaboration

• Travel to client sites as required by project needs.
• Provide onsite support including working in confined or under-desk environments.
• Support project-based rollouts and deployments.

Field Support, Onsite Support, IT Project Support, Technical Deployment

• Previous experience in IT support, help desk, or related technical role
• Prior Service Now or enterprise ticketing system experience preferred
• Experience with Windows migrations and network imaging preferred
• Previous Active Directory experience required
• Strong troubleshooting and analytical skills
• Ability to prioritize multiple tasks and meet deadlines
• Ability to build rapport with clients

• Ability to lift 50+ lbs reliably
• Ability to crawl or work underneath desks as needed
• Willingness to work overtime when required
• Reliable transportation and ability to travel to new sites
• Ability to pass background check and drug screening
• Ability to comply with client vaccination requirements