IT Support Specialist

Job Overview: We are seeking a disciplined and detail-oriented IT Support Specialistto provide dependable hardware, software, and basic network troubleshooting across phone, remote, and in-person channels. In this role, you will act as the first line of defense for user issues, manage the complete deployment of end-user hardware, and strictly adhere to corporate approval policies for all access and software changes. The ideal candidate pairs strong technical problem-solving skills with a commitment to exhaustive ticket documentation and procedural compliance, ensuring seamless continuity for both our users and the broader IT team. Essential Responsibilities: Provide helpdesk and technical support by phone, remote access, or at the user's deskTroubleshoot and resolve hardware, software, peripheral, and basic connectivity issues; escalate to the IT Manager or next tier when neededDocument every ticket completely: issue, steps taken, resolution, time spent, and any follow-up, so another technician can pick it up without asking the user againGet documented approval, as company policy requires, before granting any access or permission change, or installing any software or hardware. Record that approval in the ticket. No approval, no action.Set up laptops, desktops, and equipment for new users, including secure remote-work configurations, following the standard buildCreate users, reset passwords, and change permissions, but only after the approval aboveApply approved system updates and patches to end-user devicesHelp users get started with new software and equipmentMake routine phone system changes (adding users, moves, voicemail resets)Keep repair, asset, and maintenance records currentFlag recurring issues and suggest improvements to the IT Manager Specific Knowledge, Skills, and Abilities: 2+ years in a helpdesk or desktop support roleWorking knowledge of Windows, Microsoft 365, and Active Directory user and password managementDisciplined about ticket documentation and following change and approval proceduresClear written and verbal communication with non-technical usersStrong diagnostic and problem-solving skillsReliable team player who follows proceduresAvailable for occasional after-hours, weekend, or holiday work Benefits: Medical, dental, and vision insurance Generous PTO package Multiple floating holidays 401 (K) with employer contribution