Information Technology Support Specialist

The IT Support Specialist is the front line of the employee technology experience at Butler/Till. This role ensures employees can do their best work without disruption, owning the full lifecycle of employee technology from onboarding through offboarding.

This role combines hands-on technical support with strong process discipline and a service-oriented mindset. Success in this role means employees are set up for success on day one, issues are resolved efficiently, and IT processes run reliably and consistently.

Key Outcome:
New hires are fully provisioned and ready to work on day one without IT-related delays

Key Responsibilities:

• Own the end-to-end onboarding experience: device imaging, provisioning, account setup, and application access
• Ensure all systems, licenses, and credentials are active prior to start date
• Lead the IT portion of new hire orientation
• Partner with HR and People Operations to align on onboarding timelines
• Maintain and improve onboarding checklists and workflows
• Manage hardware inventory, device enrollment (MDM), and peripheral setup

Key Outcome:
Employee IT issues are resolved within SLA with clear communication and minimal repeat issues

Key Responsibilities:

• Serve as the primary L1/L2 support contact for all IT requests
• Troubleshoot hardware, software, and connectivity issues efficiently
• Communicate proactively on ticket status and resolution timelines
• Escalate complex issues with clear documentation of troubleshooting steps
• Build and maintain a knowledge base to reduce repeat issues and enable self-service
• Identify recurring issues and surface patterns for systemic resolution

Key Outcome:
Offboarding is completed on time with zero access gaps or security risks

Key Responsibilities:

• Execute offboarding processes: access removal, account deactivation, and equipment recovery
• Partner with HR and managers to ensure timely and accurate offboarding
• Follow data retention, device wipe, and security protocols
• Maintain audit‑ready documentation of access changes and asset recovery

Key Outcome: IT processes are consistently followed, documented, and improved to reduce friction and risk

Key Responsibilities:

• Document and maintain IT procedures, configurations, and runbooks
• Ensure processes are consistently applied across teams
• Identify friction points in the employee technology experience and recommend improvements
• Support IT projects, system upgrades, and rollouts as assigned

• REQUIRED
• 1–2 years of experience in IT support or related role
• Experience supporting Windows and/or macOS
• Familiarity with Active Directory, Azure AD, or Google Workspace
• Experience using a ticketing system
• Detail‑oriented with structured approach to process
• Service‑oriented mindset
• PREFERRED
• Experience with MDM platforms
• Familiarity with identity providers or SaaS management
• Exposure to scripting or automation
• Experience in fast‑paced environments

• CUSTOMER FOCUS/CLIENT INTIMACY: seeking to understand client business challenges/needs and delivering continuous value to our clients
• COLLABORATIVE: working with teams and across the organization with ease
• OWNER AGILITY: able to continuously learn and quickly adapt to changing circumstance
• RESULTS DRIVEN: accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments
• DISCIPLINED:
  Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office setting or in a home office. An employee in this role may be in a stationary position, often standing or sitting for prolonged periods and using office equipment and computers. The noise level in the office environment is usually moderate.

(I.e., business office with computers and printers, light foot traffic, etc.). Reasonable accommodation may be requested to enable individuals to perform the essential functions.

Our dedication…