IT Support Specialist

*Purpose of Position:* The IT Support Specialist plays a key role in the IT Department by providing customer focused software and hardware support for desktops, laptops, printers, phones, and other technology devices. She/he is responsible for administering the service desk which includes day-to-day resolution of help requests, alerts and monitoring of key technology systems, service desk administration, and service desk reporting.Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.*Responsibilities:** Frontline customer service agent for a variety of technical inquiries. Respond to requests coming from phone, email, or other means.* Diagnose and resolve hardware and software problems.* Research problems and potential resolutions using available resources* Follow standard help desk procedures including tracking all service requests, incidents, and problems in service desk software.* Update and maintain the service desk asset database.* Identify, research, document and escalate situations requiring higher level technical expertise.* Create, update, and manage documentation for the IT knowledgebase.* Provide end-user training for software.* Administer the service desk system including incident management, knowledgebase, system monitoring and system alerting.* Supports the Systems Administrator in projects, updates, patching and maintenance of the server and network infrastructure.*Skills, Traits and Competencies:**Technology Skillset*The IT Support Specialist provides technical support for the following technologies:* Windows 11* Microsoft 365 Administration* Microsoft Exchange Online Administration* Microsoft Teams* Microsoft Office 365 Suite including Word, Excel and Outlook* Mac OS* iPhone//iPad iOS* PC laptop and desktop hardware* Windows Server Printing* Active Directory Users and Computers* Networking (LAN//WAN)* Sophos Firewall* Remote Support Tools* Infor XA: PowerLink // NetLink // Green Screen and Related warehouse scanners* IBMi Series Printers*Qualifications:* The following experience and education requirements are preferred for the IT Support Specialist position:* Minimum 2 years in a technology support role* (Preferred) 2 year technical degree* Microsoft certifications related to Microsoft software listed in the Supported Technologies Section* Cisco certifications related to LAN/WAN Networking* IT Service Management (ITSM) principals and system administration experience.*Traits:** Excellent Communication skills; the ability to adapt to audience as necessary.* The ability to work multiple support requests concurrently.* The ability to prioritize support request quickly.* Highly organized.* Process oriented.* The ability to work independently.*Expected Results:**30 Days from Hire*: The first 30 days will be focused on learning and understanding the systems and help desk processes at Freeman. The IT Support Specialist will work closely with the Director of IT and System Administrator to obtain knowledge needed to support our employees.By the end of this period, the IT Support Specialist will be able to categorize, prioritize and assign 100% help requests appropriately.*60 Days from Hire:* After the first 30 days, the IT Support Specialist will have enough knowledge to resolve help requests on their own. Any requests that cannot be resolved should be categorized, prioritized, and escalated appropriately. Learning of our systems and processes will continue during this period.By the end of this period, the IT Support Specialist should be resolving 40% of all support requests.*90 Days from Hire:* After the first 60 days, the IT Support Specialist will be the responsible for managing the help desk system on their own and closing a majority of the help requests. They should also begin documenting solutions and training documents in our knowledgebase system.By the end of this period, the IT Support Specialist should be resolving 67% of all support requests. Reduce the number of tickets left open at the end of each day to less than 25.The Support Specialist should have at least 20 knowledge base articles created or revised. xijylhu Job Type: Full-timeBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee assistance program* Health insurance* Life insurance* Paid time off* Retirement plan* Vision insuranceApplication Question(s):* What are your hourly wage expectations?Education:* Associate (Preferred)Experience:* technology support: 2 years (Preferred)* IT Service Management principals and system: 2 years (Preferred)License/Certification:* Microsoft certifications (Preferred)* Cisco certifications related to LAN/WAN Networking (Preferred)Work Location: In person

Created: 2026-04-02