IT Technology Support Specialist

Job Title: IT Technology Support Specialist

Department: Technology D450

Reports To: Infrastructure Manager

FLSA Status: Exempt (Salaried)

Pay Range: $60,000-$75,000 per year

DESCRIPTION: The IT Technology Support Specialist plays a critical role in ensuring the smooth operation of IT systems and providing exceptional technical support to end-users. This individual will be responsible for troubleshooting hardware and software issues, managing support tickets, and assisting with the deployment and maintenance of technology solutions across the organization.

KEY RESPONSIBILITIES

• Provide first and second-level technical support for desktops, laptops, mobile devices, printers, and other peripherals.
• Respond to and resolve help desk tickets in a timely and professional manner.
• Install, configure, and maintain hardware and software systems.
• Assist with onboarding and offboarding of employees, including provisioning and deprovisioning of accounts and devices.
• Support remote users with VPN, Microsoft environments, and collaboration tools.
• Maintain accurate documentation of support procedures, asset inventory, and user guides.
• Collaborate with IT team members on projects, upgrades, and system improvements.
• Ensure compliance with IT policies, security standards, and data protection protocols.
• Escalate complex issues to appropriate internal or external resources when necessary.

QUALIFICATIONS:

• Excellent communication and customer service skills.
• Interest in technology, a desire to learn and question, analytical mind for further responsibilities and growth.
• Solid organizational skills and focus on accuracy and attention to detail.
• Strong problem solving and troubleshooting abilities.
• Self-motivated with the ability to work independently and in a team environment.
• Excellent written and oral communication skills.
• Ability and willingness to document work, processes, procedures, or work instructions.
• Work with a team to achieve timely resolution of all production issues meeting or exceeding Service Level Agreement.
• Flexible schedule to support after hours support and maintenance as needed.
• Ability to lift and move equipment up to 40 lbs.

TRAINING AND EXPERIENCE:

• 2+ years of experience in a technical support or help desk role.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience with ticketing systems (e.g., ServiceNow, FreshDesk, Zendesk).
• Knowledge of cybersecurity best practices and data privacy practices.
• Proficiency with Windows, Microsoft 365, Azure, Intune, and common business applications.
• Familiarity with networking concepts, Active Directory, and using remote support tools and users effectively.