Position Summary This position provides first- and second-level technical support for end users across hardware, software, network, and business application environments. This role is responsible for troubleshooting issues, fulfilling service requests, and ensuring reliable day-to-day IT operations. The support specialist works closely with the IT Supervisor and other team members to maintain service levels, resolve incidents, and proactively identify recurring issues and opportunities to improve support processes. Essential Functions and Responsibilities This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Respond to service desk tickets, troubleshoot and resolve issues related to hardware, software, network connectivity, and business applications. Install, configure, maintain, and support desktops, laptops, printers, mobile devices, operating systems, applications, and related technology equipment. Provision and manage user accounts, email, permissions, passwords, device assignments, and onboarding/offboarding activities. Support network connectivity, including Wi-Fi, printers, VPN, remote access tools, and related cabling infrastructure. Document incidents, resolutions, procedures, and technical knowledge within the service desk and knowledge base. Identify recurring support issues and communicate trends to senior IT staff. Assist with inventory management of IT assets, software licenses, and technology equipment. Coordinate with vendors for technical support, warranty repairs, equipment replacement, and escalations. Assist senior IT staff with installation, maintenance, and troubleshooting of network and infrastructure components. Prioritize support requests based on business impact and urgency, escalating issues to the IT Technician II or IT Supervisor as appropriate. Participate in a seasonal on-call support rotation during peak business periods, providing after-hours and weekend assistance for critical systems, infrastructure, and user support needs. Perform other duties as assigned.

Tools and platforms used:

RMM and MDM (iOS/iPad OS): NinjaOne Identity and access: Microsoft Entra ID (Azure AD), Active Directory Productivity and collaboration: Microsoft 365 Remote access: ZTNA (Sonicwall Cloud Secure Edge),

Remote Desktop Enterprise Business Systems:

Sage X3 ERP Ticketing and documentation: NinjaOne Service Desk Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and have regular and predictable work attendance. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Experience 1 to 3 years of experience in IT support, help desk, or technical support roles is required. Associate's degree or relevant certifications (CompTIA A+, Network+, etc.) preferred; equivalent experience considered. Strong troubleshooting skills across Windows OS, Office 365, and common business applications Experience with endpoint device setup and maintenance. Possess valid driver's license and acceptable Motor Vehicle Record. Competencies Knowledge of hardware, software, network diagnostics, and cybersecurity principles. Ability to complete essential functions and responsibilities of IT Support Technician. Proactive mindset; able to anticipate issues and take initiative within defined procedures. Strong time management skills with ability to prioritize. Strong interpersonal/customer service skills. Must communicate clearly and effectively with non-technical users. Excellent problem-solving and analytical skills Ability to work independently and as part of a team. Physical Demands Frequently required to stand, sit, talk, and hear, and use hands to handle, or touch objects or controls. Ability to lift and move objects up to 50 pounds.

Occasionally required to stoop, bend, kneel, crawl, or reach above the shoulders. Regularly required to operate typical office equipment such as smartphones, copy machine, and postage meter as well as extended periods of computer use. Speech, visual, and hearing ability to sufficiently express and comprehend written and verbal communications. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working Environment Inside office work and outside as needed. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

Job Type:

Full-time Pay:

$22.00 - $26.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Experience:

Technical support: 1 year (Required)

Work Location:

In person