IT Support Specialist

Job Purpose

This position’s primary focus is IT Support Specialist for end users across the Tecnica Group North America organization. Primary job responsibilities will include user hardware & software support, help desk ticket management and escalation, installation of computer systems and software, configuration and support of tablets, phones, installation and support of hybrid digital/physical meeting spaces, and maintaining computer networks and connectivity. Expanded responsibilities in IT infrastructure and networking may be assigned based on the candidate’s skill set and experience.

• Builds trust and confidence by providing clear and timely status updates for help desk tickets or projects.
• Provide confidence-inspiring service through patience, positivity, and attentive listening to users’ issues.
• Responds in a timely manner to service issues and requests sent in through the help desk portal, including handling request escalations.
• Installs, configures, maintains, and monitors IT hardware including desktop PCs, laptops (Windows and MacOS), VOIP phones, printers.
• Oversees the onboarding and offboarding of users.
• Creates and manages access controls on IT infrastructure.
• Installs, configures, and supports business critical software across the company.
• Implements policies, procedures, and best practices as laid out by the global IT team.
• Plans and makes recommendations for future IT projects and improvements to IT infrastructure.
• Maintains inventory records of both hardware and software.
• Provides technical support for all departments across multiple physical locations.
• Basic repairs and replacement of equipment as necessary.
• Follow emergency plans for equipment, security or power failures when necessary.
• Manages and troubleshoots mapped network drives and file share access.
• Documents procedures, asset configurations, and maintains accurate help desk ticket records.

• Experience with Microsoft Active Directory and the Microsoft 365 cloud environment, including Exchange Online and Entra .
• Experience working with Microsoft Office 365 setup and operations.
• Experience in help desk support operations.
• Experience managing VOIP, cell phone and tablet setup and maintenance.
• Experience operating Audio/Video equipment.
• Familiarity with networking infrastructure including switches, firewalls, VLAN, wireless and SD-WAN.
• Ability to administer enterprise wireless networks.
• Comfort supporting Windows and/or Linux servers under guidance from remote Network administration.
• Experience with MDM platforms (Mosyle, Jamf, Intune, or similar) for device management.
• Experience using scripting languages (Power Shell, bash, Python) to automate IT tasks.
• Experience with Cisco networking equipment a plus.
• Working knowledge of internet security and data privacy principles and best practices.
• Occasional overnight travel to other locations where remote support is not possible. Ability to travel to Canada is required.

• Proven customer-first skill set.
• Patient, friendly demeanor with a great aptitude for listening.
• Exhibits qualities of compassion, passion, patience, honesty and optimism.
• Demonstrates great customer service skills, listens carefully, and exercises patience.
• Excellent verbal, written and interpersonal communication.
• Excellent critical thinking, decision making, diagnostic and problem-solving skills.
• Outstanding organizational and time-management skills.
• Ability to prioritize and meet goals.
• Attention to detail.
• Ability to work under pressure.
• 1-3 years of experience working in an IT role.
• Certification and degree in information technology, computer science or related field.

Work activities may include climbing, bending, stooping, and kneeling – and may require sitting for long periods of time. Occasionally may be required to lift up to 60 lb. cartons and may require walking to and from the warehouse (approx. 500 yards). Manual dexterity and coordination are required while operating equipment such as computer keyboard, mouse, calculator and similar machines.