The IT Support Specialist I provides front-line technical support to end-users, assisting with basic troubleshooting and resolving common hardware, software, and network issues. As an entry-level role, this position focuses on delivering excellent customer service and escalating more complex problems to Tier 2 or specialized IT teams.
Work hours are 8:00-5:00 with on call rotational duties.
Benefits
Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.
Benefits include:
-PTO, holiday pay and holiday of choice
-401(k) match
-Life insurance
-Short-term disability
-Health, dental and vision insurance
-Maternity/paternity leave
-Health savings account (HSA)
-Flex spending accounts (FSA) – health and dependent
Position Responsibilities may include, but not limited to
Deliver excellent customer service by providing timely and professional communication with end-users
Educate users on basic IT processes and provide guidance on self-service tools
Maintain a positive and friendly attitude with interacting with customers, regardless of technical challenges
Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
Follow up with end-users to ensure issues are resolved and customers are satisfied
Assist in the installation, configuration, and setup of hardware and software for new users
Maintain an inventory of IT assets, including hardware and software licenses
Assist in recycling of decommissioned assets
Work closely with other IT support team members to ensure seamless issue resolution
Participate in team meetings to discuss common issues, trends, and improvements to support processes
Primarily office-based, with occasional remote support duties
On call rotation required, may require occasional after-hours or weekend work during critical periods
May require travel other Mom's Meals locations
Required Skills and Experience
High school diploma or equivalent
Basic understanding of computer hardware, software, and networking
Familiarity with Windows operating systems and Microsoft Office 365 applications
Proficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)
Strong communication and customer service skills
Must be a self-starter and be able to work without direct supervision
Ability to follow instructions and work in a fast-paced environment
Ability to lift 50 pounds; stand for extended periods of time
Ability to bend down and work under desks as needed
Preferred Skills and Experience
Associate's degree in IT or related field
0-1 year of experience in an IT support or help desk role
Certifications such as CompTIA A+ or ITIL Foundation
Basic knowledge of ticketing systems and remote support tools
Physical Requirements
Repetitive motions that include the wrists, hands and/or fingers
Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Typical office environment, majority of work performed on computer
Ability to carry and lift up to 40 lbs
Must be able to bend, kneel and crawl in tight spaces
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