IT Support Specialist

Summary

The IT Support Specialist provides front-line technical support to end users, ensuring timely resolution or escalation of service requests submitted via tickets, calls, emails, or walk-ins. This role installs and troubleshoots IT hardware and software, manages user access, and supports a range of systems to ensure reliable operations.

• Respond to and resolve technical support tickets or escalate to internal IT or managed service providers (MSPs).
• Support, install, configure, and troubleshoot hardware (e.g., desktops, laptops, mobile devices, printers) and software systems (e.g., Microsoft 365, ERP, PDM, backup tools).
• Assist with network, server, storage, and security system issues, including IaaS (AWS, Azure) and SaaS platforms.
• Manage user accounts and security groups.
• Provide technical assistance and training to end users.
• Maintain documentation and report on technical issues, progress, or project status.
• Support coordination with MSPs and other IT personnel for issue resolution.
• Installation, configuration, monitoring, and troubleshooting of thin clients, zero clients, laptops, desktops, mobile devices (iPhone and Android phones and tablets), and printers.
• Data (LAN/WAN) and voice (VoIP) networking hardware and software.
• Server and storage infrastructure hardware and software.
• Security hardware and software:
  Firewalls, Anti-Virus, SIEM, etc.
• Infrastructure as a Service (IaaS):
  Amazon Web Services and Azure Service (SaaS) services:
  Microsoft 365, Salesforce, Identity Provider, KnowBe4, etc.
• Back Office applications: ERP, Backup, SQL, Solid Works PDM, Accounting Software, Microsoft Office Suite, etc.
• Backup and recovery.
• Communicate with company employees on their varying technical or nontechnical levels of understanding of computer equipment in the pursuit of solving problems or rendering assistance.
• Uphold Positronic's standards of integrity, quality, and operational excellence.
• Identify hazards in the workplace and report them to management and/or the safety coordinator.
• Collaborate with the EHS department to meet local, state, and federal regulatory requirements, including OSHA, NFPA, DNR, EPA, and Amphenol sustainability practices.
• Comply with all company policies and procedures.
• Perform other duties as assigned.

• Associate degree in Information Technology or related field required.
• Minimum two (2) years of desktop/application support preferred.
• Two (2) years experience with Microsoft Windows OS is preferred.
• One (1) year experience with Windows Server (AD, DNS, DHCP), and common IT tools is preferred.
• Relevant certifications (e.g., CompTIA, Microsoft, cloud services) may substitute for experience or education.

Long periods of sitting at a computer with occasional standing, walking, and movement. Must be able to lift and move computer equipment and peripherals up to 50 lbs. Frequent bending, crouching, and reaching to install or troubleshoot under desks or in server racks.

Typical office environment with frequent exposure to electronic equipment. May encounter noise, dust, and potential electrical components. Must be comfortable working around server rooms and IT infrastructure.

Basic understanding of hardware, software, networking, mobile devices, and security tools. Familiarity with customer service principles and IT support procedures.

Active listening, problem-solving, and communication with users of varying technical ability. Ability to manage time, handle multiple tickets, and document work clearly.

Recognize and respond to issues quickly. The ability to troubleshoot computer issues in an analytical manner. Apply logical thinking to troubleshoot and resolve technical problems. Work independently and adapt to changing priorities.