IT Support Specialist/Help Desk

MISSION:

Achieving excellence through the dedication, innovation, and growth of our employee-owners, creating lasting value with our business partners.

OUR CORE VALUES:

Ownership: As employee-owners, we lead with discipline, act with conviction, and deliver more than is expected.

Transparency: We cultivate an environment of collaboration, accountability, and trust.

Safety: The principle that shapes our culture, values, and resolve.

JOB SUMMARY:

The IT Support Specialist provides first-line technical support for hardware, software, and systems across all Tri-City locations. This role responds to service tickets, troubleshoots tier-one issues, and escalates complex problems as needed up to senior IT staff. Responsibilities include diagnosing and resolving user issues, maintaining effective communication with end users, supporting standard applications, and assisting with hardware and software procurement. The IT Support Specialist ensures reliable, timely, and professional IT service delivery to keep daily operations running smoothly company-wide.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Responsibilities of this position include, but are not limited to, the following:

Respond to requests for technical assistance in person, via phone, or electronically through the Ticket System.

Diagnose and resolve technical issues (hardware, software, user access, etc.).

Perform hardware and software installations as required.

Research questions using available information resources.

Advise users on appropriate actions.

Follow standard help desk procedures and phone etiquette.

Log all help desk interactions.

Consistently maintain the Ticket System.

Redirect problems to appropriate resources.

Identify and escalate situations requiring urgent attention.

Apply diagnostic techniques to identify problems, investigate root causes, and recommend appropriate solutions.

Stay current with system information, changes, and updates based on current equipment and software needs.

Install, configure, deliver, tag, and remove computer hardware, software, and peripherals.

Troubleshoot computers, printers, scanners, phones, smartphones, and other peripheral devices over the phone and in person.

Maintain documentation and coordinate timely repairs and upgrades.

Maintain department files.

Assure good communication and coordination exist between Tri-City and its agencies, vendors, and the public; aid and support as needed.

Assure IT functions are followed in accordance with established standards, policies, and procedures.

Prepare reports as required.

Maintain current knowledge of relevant technologies as assigned.

Participate in special projects as required.

Assume ownership of user issues and strive to provide excellent service to all staff.

Must be able to provide support outside of regular business hours as required, including the ability to be on-call as needed.

OTHER DUTIES AS ASSIGNED:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

SUPERVISORY RESPONSIBILITIES:

None

REQUIRED EDUCATION AND EXPERIENCE:

Proficient in Microsoft Office suite of products (Outlook, Excel, Word, etc.)

High School diploma or equivalent

Experience with Windows-based applications and networks

Experience installing and troubleshooting PC machines in a regulated network environment

Ability to assess and prioritize multiple tasks, projects, and demands

Analytical skills to identify and resolve issues

Customer service focused

Ability to adapt to changing priorities regularly

Knowledge of relevant call-tracking applications

Ability to work under pressure and communicate effectively

Well-organized with attention to detail

PREFERRED EDUCATION AND EXPERIENCE:

College credit in a technology-related specialty

Understand LAN and Cisco VPN environments

Experience with Microsoft 365, Bluebeam, Autodesk products, Antivirus, and security applications

Bilingual

PERSONAL ATTRIBUTES | SKILLS:

Supports our Mission Statement and Core Values.

Is honest and has the highest integrity.

Sets the example for others and is above reproach.

Ability to cope with job pressures in a constantly changing environment.

Interpersonal and intrapersonal skills.

Self-motivated.

Detail-oriented.

Positive and professional demeanor.

Strong problem-solving and critical thinking skills.

Able to handle and manage confidential information.

WORK ENVIRONMENT:

General Office Environment: This position operates in a professional office environment, using standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.

Environmental Conditions:
The work is performed indoors in a climate-controlled setting with minimal exposure to loud noise, temperature variations, or other environmental factors.

PHYSICAL DEMANDS:

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Sitting/Standing: Requires prolonged periods of sitting at a desk, though there may be opportunities for standing and moving around the office as needed.

Manual Dexterity: Frequent use of hands to operate computer keyboards, mouse, and other office tools, as well as to handle paperwork.

Visual Requirements: The ability to read and interpret data on computer screens and printed documents is essential.

Mobility: Occasional lifting of objects weighing up to 25 pounds, such as files, documents, or office supplies, may be requested. Must be able to access all areas of the facility and projects to determine purchasing needs.

Communication: Regular communication with colleagues, vendors, and other stakeholders requires the ability to exchange information effectively in both verbal and written form.

SCHEDULE AND REQUIRED TRAVEL:

Requires the ability to report to job sites or offices throughout Florida.

May be requested to work overtime, nights, and weekends.