Job Title: IT Support Specialist
Employment Type: Full-Time
FSLA: Salary/Exempt
Division: Information Technology
Department: Service & Support
Reports to: Senior Service and Support Manager
Supervisory Duties: No
The IT Support Specialist will play a crucial role in ensuring the smooth operation of our IT systems and providing top-tier support to end-users across the organization. This is a hybrid position based in Milford, MA, with rotating shift schedules to ensure consistent IT support coverage. The rotating shifts include 5:30 AM–2:30 PM, 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, and 8:30 AM–5:30 PM. The role involves troubleshooting technical issues, supporting hardware and software needs, performing basic IT orientations for new hires, and ensuring timely resolution of IT-related incidents. The ideal candidate will have strong technical knowledge and excellent customer service skills, allowing them to assist users effectively and maintain a high standard of IT operations. This position requires approximately 20% travel to remote offices and job site locations.
Responsibilities / Essential Functions
- Provide first-line support to end-users via phone, email, and in-person, resolving technical issues related to hardware, software, and network access.
- Perform basic IT orientations for new hires, including introductions to company systems, hardware setup, and account access.
- Basic maintenance of Active Directory.
- Assist in deploying, configuring, and troubleshooting hardware, software, and mobile devices.
- Maintain and monitor IT systems, including printers and other peripherals, to ensure optimal performance and availability.
- Document and track all incidents, requests, and changes in the ITSM ticketing system (e.g., ServiceNow), ensuring timely and accurate updates.
- Conduct onboarding/offboarding processes, including setting up hardware and access configurations.
- Collaborate with other IT team members to resolve complex technical issues and escalate incidents as needed.
- Maintain and update technical documentation, ensuring all support resources are current and accessible.
- Participate in IT projects, contributing to system upgrades, migrations, and other initiatives.
Key Skills
- Excellent customer service, problem-solving abilities, strong interpersonal communication skills, and a proactive approach to support.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related technology field.
- Experience with Active Directory for user account management and permissions.
- Knowledge of the Microsoft 365 suite, including Exchange, Teams, and SharePoint.
- Familiarity with ITSM ticketing systems (such as ServiceNow) for incident and request management.
- Certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., MS-900, MD-100) are preferred.
- Knowledge of network fundamentals, basic scripting, or automation skills is advantageous.
