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.

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IT Support Specialist