Position Summary

An IT Support Specialist Level I provides technical assistance and support to users experiencing hardware, software, or network issues. This role is critical for ensuring the smooth operation of an organization’s IT systems and empowering employees to use technology efficiently.

Key Responsibilities

• Respond to user inquiries and support requests regarding computer systems, software, and hardware.
• Diagnoses and troubleshoot technical issues, including hardware, software, network, and peripheral problems.
• Install, configure, test, maintain, monitor, and upgrade workstations, servers, printers, and related hardware and software.
• Monitor IT assets (such as computers, servers, network devices, and software licenses) to ensure availability, performance, and compliance with company policies.
• Track and manage the inventory of IT assets, including asset assignment, lifecycle status, and location.
• Provide remote and onsite support, including resolving incidents via phone, email, or ticketing systems.
• Maintain and update technical documentation, including issue logs and solutions.
• Enforce IT policies and procedures to ensure system security and compliance.
• Monitor system performance, conduct regular maintenance, and apply software patches and updates.
• Collaborate with other IT teams to escalate and resolve complex issues.
• Assist with onboarding/offboarding processes for employees.
• Stay current with technological advancements and recommend improvements.

Required Skills & Qualifications

• CompTIA A+, Network+, Security+ certification is desirable.
• Microsoft Certified Professional (MCP) desired.
• Experience in IT support, help desk, or technical troubleshooting roles.
• Strong knowledge of PC operating systems (Windows, macOS), networking basics, and hardware troubleshooting.
• Able to evaluate network performance and make necessary recommendations.
• Familiarity with ticketing systems, remote support tools, and IT asset management platforms.
• Proficient with SolarWinds platform.
• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and organizational skills.

What We Offer:

We believe that taking care of our team is just as important as the work we do. Here’s what you can expect when you join us:

• Comprehensive Health Coverage – Medical, dental, and vision plans for you and your family
• Life Insurance – basic life insurance provided by the company plus voluntary life insurance available for purchase
• Flexible Spending – Healthcare and Dependent Care Flexible Spending available plus Transit and Parking options
• Paid Time Off –PTO, vacation days, holidays and extended sick leave
• Retirement Plans – 401(k) with company match to help you plan for the future
• Professional Development – Access to training, conferences, and learning resources
• Wellness Support – Mental health resources, company wellness events, financial incentives for wellness programs
• Team Culture – Inclusive, collaborative environment with regular team events and recognition programs

We’re committed to creating a workplace where you can thrive—personally and professionally.