IT Support Specialist

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.