IT Support Specialist

Position Summary

We are seeking a detail-oriented, customer-focused IT Support Specialist to support and enhance the technology systems that power the organization. This position serves as a primary point of contact for IT support and is responsible for the day-to-day administration, maintenance, security, and reliability of the technology environment.

The IT Support Specialist will provide hands-on end-user support while administering hardware, software, user accounts, Microsoft 365, Active Directory, network connectivity, printers, mobile devices, and other business technology systems.

This role will also partner with managed service providers and technology vendors to resolve technical issues, implement solutions, and support ongoing IT initiatives.

The ideal candidate is a strong problem solver with excellent communication skills, a service-oriented mindset, and a passion for using technology to improve the employee experience and support business objectives.

Key Responsibilities

• Provide technical support via phone, chat, email, and in person for the corporate office and two remote office locations.
• Troubleshoot and resolve issues involving Windows operating systems, computer hardware, software, printers, network connectivity, and mobile devices.
• Research and procure computer hardware and peripherals based on business and departmental requirements.
• Deploy and maintain workstations, including imaging, configuration, software installation, and delivery to end users.
• Administer Active Directory user accounts, including account creation, password resets, group membership, permissions, and access changes.
• Perform new-hire technology setup, including account creation, equipment deployment, and workstation configuration.
• Manage employee offboarding activities, including disabling accounts and removing access to company systems.
• Maintain accurate hardware and software asset inventory and tracking.
• Manage print queues and troubleshoot printer-related issues.
• Provide application support for AutoCAD, Newforma, Microsoft Teams, Microsoft 365, Configura, SketchUp, and other construction, audiovisual, and furniture-related software.
• Troubleshoot network connectivity issues involving DNS, TCP/IP, LAN, Wi-Fi, VPN, and basic firewall functionality in partnership with the IT managed service provider.
• Configure and troubleshoot access to Microsoft Outlook, Teams, and other business applications on iPhones, Android devices, and iPads.
• Create, maintain, and update IT documentation, procedures, troubleshooting guides, and end-user instructions.
• Collaborate with technology vendors and managed service providers to resolve technical issues and support managed service agreements.

Technical Skills

Operating Systems: Windows 11, Windows Server, iOS, Android

Microsoft Technologies: Microsoft 365 Admin Center, Microsoft 365 Apps Admin Center, Microsoft Teams Admin Center, Exchange Admin Center, Microsoft Entra Admin Center

Directory and Systems Management: Active Directory, Group Policy, user and group administration, permissions, workstation management

Networking: TCP/IP, DNS, DHCP, LAN, Wi-Fi, VPN, basic firewall troubleshooting

Scripting and Automation: PowerShell

Hardware and Devices: Desktop and laptop computers, printers, multifunction devices, mobile devices, peripherals, and related hardware

Endpoint and Security Management: Device security and basic cybersecurity practices

Software and Application Support: Microsoft 365 applications, business applications, software installation, configuration, and troubleshooting

Documentation and Inventory: Hardware and software inventory management, asset tracking, technical documentation, procedures, and end-user instructions

Qualifications

• Strong analytical, troubleshooting, and problem-solving skills with the ability to independently diagnose and resolve technical issues.
• Strong customer service skills and a professional, service-oriented approach to supporting employees at all levels.
• Excellent written and verbal communication and interpersonal skills.
• Ability to manage multiple projects, competing priorities, and changing business needs.
• Ability to handle sensitive and confidential information with discretion.
• Strong organizational skills with the ability to prioritize work based on business impact and urgency.
• Ability to work effectively in a demanding, fast-paced environment.
• Ability to work independently, take ownership of responsibilities, and make sound decisions while collaborating effectively as part of a team.
• Ability to research and learn new technologies and apply that knowledge to resolve technical problems.
• Ability to clearly and accurately document technical information, procedures, and solutions.
• Ability to communicate effectively with technology vendors, managed service providers, and non-technical employees.
• Willingness and ability to travel between company locations as needed.
• Flexibility to adjust work hours when necessary to support technology deployments, maintenance activities, and IT emergencies.
• Valid driver’s license and reliable transportation required for travel between company locations.

Education and Experience

• Associate’s degree or higher in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of related IT experience.
• An equivalent combination of education, technical training, certifications, and relevant professional experience may be considered in lieu of a formal degree.