IT Specialist

The IT Specialist is a key member of the on-site technical support team, responsible for delivering responsive, high-quality IT services to ensure the reliable operation of end-user systems and business-critical applications. Working under the direction of IT leadership, this role collaborates with internal and corporate IT teams to support daily operations and maintain a high level of customer service.

Responsibilities include diagnosing and resolving issues across hardware, software, network, and communication systems, as well as supporting Microsoft 365 environments, VoIP and access control systems, and JD Edwards EnterpriseOne (JDE). The role also involves managing IT assets, supporting user account administration, assisting with onboarding and offboarding, and ensuring compliance with company standards.

The IT Specialist is expected to escalate and coordinate complex technical issues with senior IT staff as needed while maintaining accurate documentation and contributing to small projects and system improvements. This position requires a proactive, detail-oriented professional who can effectively manage multiple priorities and contribute to the continuous improvement of IT services and overall system performance.

Key Responsibilities:

- Serve as the first point of contact for users seeking technical assistance via phone, email, Teams, ticketing system, or in-person.

- Diagnose and resolve basic technical issues related to hardware, software, printers, mobile devices, and networking equipment.

- Provide support for Microsoft Windows, Microsoft 365 (Exchange Online, Teams, OneDrive), and common applications.

- Provide technical support for camera and access control systems software.

- Provide technical support for VoIP phone systems and software.

- Log and track issues using a ticketing system, ensuring timely resolution and communication.

- Escalate complex or high-impact incidents to the HQ IT Service Team in accordance with established escalation procedures.

- Set up and configure new hardware and software for end users, including imaging and setup of PCs and laptops.

- Maintain accurate documentation of issues, solutions, and processes.

- Serve as the primary site-level support resource for JD Edwards EnterpriseOne (JDE), including user support, issue triage, issue resolution, and coordination with corporate ERP teams.

- Manage IT inventory, including asset tagging, tracking, auditing, and lifecycle management of hardware and related equipment including client and network equipment.

- Support employee onboarding and offboarding, including account provisioning, access control, and equipment deployment.

- Ensure all IT services are delivered in compliance with internal policies and procedures.

- Perform preventive maintenance on IT equipment.

- Support user account management tasks (password resets, access rights, group memberships).

- Assist with MFA setup and troubleshooting.

- Participate in small-scale IT projects and system improvements.

Qualifications:

- Associate degree in IT, Computer Science, or related field (or equivalent experience).

- Minimum 1 year of experience in a help desk or technical support role preferred.

- Strong working knowledge of Windows 10/11 and macOS environments.

- Working knowledge of Active Directory and user account management.

- Experience with remote desktop tools (TeamViewer, AnyDesk, RDP).

- Excellent problem-solving and communication skills.

- Ability to prioritize tasks and work under pressure.

- Familiarity with IT ticketing systems.

- Preferred familiarity with JDE and/or SAP systems

- Basic knowledge of networking concepts (TCP/IP, DHCP, DNS) preferred.

- Experience supporting hybrid or remote users preferred.

- Familiarity with VoIP systems and access control platforms.

- Strong documentation and organizational skills.

- Customer service mindset with a professional and helpful attitude.

Preferred Certifications (Optional):

- CompTIA A+

- Microsoft Certified: Modern Desktop Administrator Associate

- ITIL Foundation

Working Conditions:

- Standard business hours / Shift-based hours.

- May require occasional evening or weekend support during system upgrades or outages.

- May require lifting/moving of equipment up to 50 lbs.