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IT Support Specialist
Posted: 05/04/2026
Employment Type:
Direct Hire
Job Number: 28073
Pay Rate: $65000 - $68000
Remote Friendly?: Office
Job Description
PURPOSE OF THE ROLE
The IT Support Specialist serves as a key member of the technical support team, delivering high-quality frontline technical assistance to end users. This role focuses on resolving hardware, software, and system issues efficiently while contributing to team collaboration, knowledge sharing, and continuous service improvement.
KEY RESPONSIBILITIES
Service Request & Incident Management
User Support & Customer Experience
System Monitoring & Maintenance
Team & Project Contribution
Education & Experience
Technical Skills (Taxonomy-Aligned)
Professional Competencies
The IT Support Specialist serves as a key member of the technical support team, delivering high-quality frontline technical assistance to end users. This role focuses on resolving hardware, software, and system issues efficiently while contributing to team collaboration, knowledge sharing, and continuous service improvement.
KEY RESPONSIBILITIES
Service Request & Incident Management
- Manage incoming service requests through email, ticketing systems, and phone.
- Accurately log, categorize, and document user issues in the ticketing platform.
- Troubleshoot and resolve Tier 1–2 incidents promptly.
- Route and assign tickets to appropriate specialists based on skills and workload.
User Support & Customer Experience
- Provide timely technical assistance and troubleshooting for end users.
- Support users with varying levels of technical proficiency.
- Conduct daily follow-ups on open tickets until resolution.
- Deliver exceptional customer service with clear communication.
System Monitoring & Maintenance
- Perform morning monitoring of core enterprise systems (including IBM i / AS400 environments) and escalate issues as needed.
- Periodically review and update knowledge base and help desk documentation.
Team & Project Contribution
- Collaborate within a technical support team to maintain high performance and knowledge sharing.
- Participate in IT projects and initiatives to improve service delivery and operational efficiency.
- Coordinate with IT leadership and other departments when required.
- Assist with hardware handling, including installation, relocation, and basic setup of desktops, monitors, laptops, and peripherals.
- Maintain professional standards, ethics, and compliance with company policies.
- Protect company assets and adhere to security, safety, and confidentiality protocols.
- Perform additional duties as assigned by management.
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent combination of education and experience).
Technical Skills (Taxonomy-Aligned)
- Operating Systems & Platforms: Proficient in Microsoft Windows environments;familiarity with IBM i / AS400 systems is a plus.
- Hardware: Strong PC hardware troubleshooting and support (desktops, laptops, monitors, printers, peripherals).
- Networking & Infrastructure: Basic Cisco networking knowledge and troubleshooting.
- Productivity Tools: Advanced skills in Microsoft Office 365 applications (Word, Excel, Outlook, Teams, etc.).
- Ticketing & ITSM: Experience with enterprise ticketing systems and ITIL-aligned processes.
Professional Competencies
- Excellent verbal and written communication skills.
- Bilingual –English and Spanish (highly preferred).
- Strong customer service orientation with the ability to explain technical concepts to non-technical users.
- Demonstrated leadership and negotiation abilities.
- Proven ability to work effectively under pressure and manage multiple priorities.
- Collaborative team player with a proactive, solution-oriented mindset.
- Flexible schedule availability, including potential after-hours or weekend support as needed.
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