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

Requirements

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