IT Support Specialist

The IT Support Specialist reports to the IT Infrastructure Manager and provides hands-on, on-site IT support across Bath Concepts' three Libertyville locations. This role supports hardware, software, networking, and loT devices while working closely with the MSP and third-party vendors to resolve issues quickly, minimize downtime, and maintain secure, reliable operations. Responsibilities include service desk level support, employee onboarding and offboarding, workstation deployments and refreshes, software installation, troubleshooting, asset management, and maintaining standardized hardware, software, naming conventions, and documentation. The position emphasizes exceptional customer service, proactive problem-solving, business continuity, and continuous improvement while helping maintain a standardized and well­-documented IT environment.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Provide IT support for Bath Concepts software, hardware, networking, telephony, A/V, and loT devices.
• Monitor ticket queue to troubleshoot issues, coordinating services, and drive timely resolutions.
• Ensure monthly patches are being applied.
• Assist with standardization of PCs, notebooks, tablets, smartphones, and RF scanning devices.
• Maintains accurate inventory records.
• Implement and oversee printer fleet management, standardization, and lifecycle management.
• Support conference room technologies, including screen casting, collaboration tools, displays, and telephony.
• Assist with employee onboarding, offboarding, hardware deployments, software installations, and workstation refreshes.
• Document configurations, procedures, standards, and troubleshooting processes.
• Identify recurring issues and opportunities to improve IT operations, reliability, and user experience.
• Implement technology and process improvements while minimizing disruption to business operations.
• Perform other IT-related duties and projects assigned by the Information Technology Manager.

Job Skills Requirements

• Customer service-focused, with a strong commitment to resolving technology-related issues for end users.
• Experience working with 3rd party vendors.
• Efficient at keeping organized records for asset tracking purposes.
• Excellent time management skills and strength in multitasking.
• Effective interpersonal and communication skills, both verbal and written.
• Ability to work independently as well as within a team.
• Ability to communicate both internally and externally on technical and non-technical matters.
• Ability to manage ticket queues and identify high-priority ticket to quickly get end users restored back to a working state.
• Must have transportation in the event you need to go from site to site.
• Can occasionally work off hours and help assist when projects deem necessary.
• Microsoft 0365, Azure, lntune, and Active Directory experience are a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations can may be made to enable individuals with disabilities to perform the essential functions.

Lift / move IT equipment- occasionally up to 50 lbs., with assistance.

While performing the duties and responsibilities of this position, the employee will be sitting at a desk 90% of the time. Specific vision requirements for this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

The employee works in an office and manufacturing environment. The noise level in the work environment is consistent with normal office and manufacturing noise levels.

The employee does work in the production/manufacturing areas as needed for endpoint device support as well as infrastructure troubleshooting, setup, and configuration.

The above statement reflects the general details necessary to describe the principle functions of the occupation describes and shall not be construed as a detailed description of all the work that may be inherent in the occupation.