IT Specialist

IT Specialist (Help Desk / Field Support) — Job Description

Position Summary

The IT Specialist provides technical support for end users, maintains IT systems and equipment, and helps ensure reliable day-to-day technology operations across the organization. This role supports desktops/laptops, printers, networking, user accounts, and common business applications while delivering excellent customer service and timely issue resolution.  This position will be the eyes and ears for the IT department.  This job may require late nights and/or weekends depending on the IT department’s needs. 

Key Responsibilities

User Support & Troubleshooting

Provide friendly, professional support for employees experiencing technical issues.  In person, over the phone, email, and chat (Teams)

Troubleshoot and resolve problems related to:

Windows and/or macOS computers

Email and account access

Printers and scanners

Internet connectivity and Wi-Fi

Basic application issues (Microsoft 365, browsers, etc.)

Document issues, fixes, and next steps using a ticketing system

Escalate complex issues to senior IT staff or vendors when needed

Hardware & Device Management

Set up and deploy computers, monitors, phones, tablets, and peripherals

Perform workstation installs, replacements, and upgrades

Maintain inventory of IT assets and ensure equipment is labeled and tracked

Assist with onboarding/offboarding including equipment collection and account changes

Network & Connectivity Support

Support basic networking tasks such as:

Troubleshooting switches, routers, and access points

Running and terminating Ethernet cables (if needed)

Verifying network drops and connectivity

Assist with ISP troubleshooting and vendor coordination

Support VPN connections and remote access tools

Accounts, Security & Access

Create and manage user accounts (Active Directory / Microsoft 365 / Google Workspace, etc.)

Reset passwords and manage access permissions

Assist with security practices like:

MFA setup and support

Antivirus/endpoint protection checks

Device updates and patching

Follow company IT policies for security and compliance

Systems & Operations

Perform routine maintenance and health checks

Support printers, physical phones, and shared devices

Assist with IT projects such as new site setups, upgrades, inventory or migrations

Required Skills & Qualifications

Prior experience in IT support, help desk, or similar role or equivalent hands-on experience

Strong troubleshooting skills and ability to explain technical issues clearly

Familiarity with:

Windows 10/11 (and/or macOS)

Microsoft 365 (Outlook, Teams, OneDrive)

Printers and common office hardware

Basic networking concepts (IP addresses, DNS, Wi-Fi)

Good communication and customer service skills

Ability to prioritize tasks and manage time effectively

Physical / Work Requirements

Ability to lift and move IT equipment (up to ~30 lbs.)

Ability to climb under desks or behind furniture

Ability to travel between locations as needed

Occasional after-hours or weekend work for upgrades or emergencies

Success in This Role Looks Like

Users feel supported and issues are resolved quickly and professionally

Workstations and devices are deployed cleanly and consistently

Tickets are documented clearly and closed with proper notes in a timely manner

IT systems stay stable, secure, and organized