The IT Support Specialist (II) is responsible for providing primary technology support to the end-user community at our client. This role requires a robust background in endpoint, network, and general technology support, coupled with excellent problem-solving skills and a strong commitment to customer service. The position will also support IT departmental projects and continuous improvement efforts to ensure that IT is a value-added partner within our organization.

Duties and Responsibilities (5% Plan, 20% Build, 75% Run): 

• Deliver high-quality customer service, maintaining professionalism in all interactions and serving as the first-line support for technical issues initiated by end users via phone, email, web portal, or in-person walk-up 
• Diagnose and troubleshoot software, hardware, and network issues for desktops, laptops, peripherals, mobile phones, printers, telephones, and operational equipment 
• Support software and equipment, including installation, configuration, updates, upgrades, replacements, and maintenance activities 
• Prepare and complete onboarding and offboarding of end users 
• Assist in maintaining the digital surveillance system 
• Troubleshoot Office 365 related applications 
• Assist in the management of Apple-related products (laptops, phones, and tablets) 
• Guide users through step-by-step incident resolution remotely or in person, offering proactive advice for preventing future issues 
• Document, track, and monitor incidents via the IT Service Management Platform to ensure incident resolution meets Service Level Agreements (SLA) 
• Support operational technology equipment, including production labeling systems, label printers (Honeywell), scales, and Motorola barcode scanners 
• Provide basic training to end-users on IT equipment and best practices 
• Collaborate with other IT team members to address complex issues and enhance overall department capabilities 
• Support asset management including tracking, inventory, storage, and audits, to ensure accuracy and maintainability 
• Regularly maintain and update technical documentation 
• Participate in various projects aimed at improving IT systems and processes 
• Travel to different offices, as necessary, to provide comprehensive IT support 
• Participate in a rotating after-hour support schedule (low incidence environment) 
• Other duties as assigned 

Qualifications and Experience: 

• AA/AS or BA/BS preferred; HS Diploma or GED required 
• CompTIA A+, Network+, or Security+ certifications preferred 
• Minimum 3 years of experience installing, configuring, and maintaining hardware components in a network infrastructure and supporting (50+ users) 
• Strong attention to detail; passion for accuracy and granular details 
• Ability to prioritize effectively and meet multiple deadlines 
• Critical thinking: proactive identification of solutions rather than stating problems 
• Proficiency in ticketing systems and Help Desk protocols 
• Key Role Competencies: Communication, Interpersonal Skills, Critical Thinking, Customer Focus, Prioritization 
• Understanding and implementation of PC hardware and software troubleshooting 
• Ability to configure and troubleshoot basic switching and routing equipment 
• Experience supporting corporate users with Microsoft products (Mac products optionally) 
• Excellent customer service skills and a strong desire to help people 
• Excellent oral and written communication skills 
• Ability to work independently as well as part of a team 
• Ability to work on multiple projects at once 
• Accustomed to learning new skills and software