IT Support Specialist

PRINCIPAL OBJECTIVE:

This role is responsible for receiving, triaging, and resolving incoming IT support requests while ensuring a high level of service and responsiveness for end users. The IT Support Specialist supports employees across multiple locations, maintains accurate ticket documentation, and coordinates with internal IT teams and external vendors to ensure issues are resolved efficiently.

PRINCIPAL DUTIES AND RESPONSIBILITIES

End User Support and Issue Resolution

• Serve as the primary intake point for IT support requests via the ticketing system, phone, Microsoft Teams, and walk-up support when applicable.
• Triage incoming tickets and route issues to appropriate internal teams, including SAP and Network Administration.
• Resolve common hardware, software, access, and end-user issues independently.
• Provide support to users across all Furst-McNess locations, including limited early-morning monitoring for Eastern Time facilities.

Ticket Management and Coordination

• Promote and enforce a ticket-first support culture to ensure all work is properly tracked.
• Monitor ticket queues to identify aging tickets, bottlenecks, or recurring issues.
• Act as a central coordinator to ensure issues progress to resolution and do not stall.
• Communicate clearly and professionally with users regarding issue status, expectations, and resolution timelines.

Systems and Application Support

• Provide first-level support for Microsoft 365, Entra ID, Intune, Teams, SAP, and manufacturing applications such as Repete and WEM.
• Troubleshoot printer and peripheral issues
• Coordinate with third-party vendors as needed.
• Assist users with general application questions and basic configuration needs.

Access, Security, and User Lifecycle Management

• Perform user onboarding and offboarding, including account creation, access provisioning, and deactivation.
• Reset passwords, manage group memberships, and assign licenses within approved permissions.
• Follow established escalation procedures for higher-risk access or security-related requests.
• Support consistent access control and security practices across the organization.
• Support IT asset management tracking and inventory management.

Documentation and Continuous Improvement

• Maintain and update support documentation within Process Street and related knowledge bases.
• Adhere to established procedures while identifying opportunities to improve efficiency and clarity.
• Participate in continuous improvement of support workflows, intake processes, and automation efforts.
• Balance timely issue resolution with thorough documentation and repeatable processes.
• Provided daily, weekly, monthly ticket metrics

Vendor and Internal Collaboration

• Coordinate escalations with internal IT leadership and application teams.
• Build and maintain effective working relationships with vendors and service partners.
• Escalate complex or sensitive issues to IT leadership when appropriate.

Working Conditions

• Standard business hours with flexibility to support early-morning operations in Eastern Time zones.
• Primarily office-based with occasional remote site support as needed.
• No formal on-call rotation at this time.

Measures of Success

• Consistent achievement of ticket response and resolution targets.
• High levels of end-user satisfaction and confidence in IT support services.
• Effective coordination with internal teams and external partners.
• Accurate ticket documentation and continuously improving support knowledge.

MINIMUM QUALIFICATIONS:

Required Qualifications

• Bachelors degree in Information Technology, Computer Science, or Management Information Systems (MIS)
• 3–5 years of experience in IT support, service desk, or end-user computing roles.
• Hands-on experience providing Tier 1 - Tier 5 support in a business environment.
• Experience supporting Windows-based desktops, laptops, and mobile devices.
• Strong working knowledge of Windows-based environments and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Experience troubleshooting common hardware, software, connectivity issues, and user access issues.
• Familiarity with ticketing systems and structured IT support workflows. Logging, tracking, and resolving support requests.
• Ability to triage issues, prioritize work, and manage multiple requests simultaneously.
• Strong customer service and communication skills, with the ability to support both technical and non-technical users.
• Ability to follow documented procedures and escalation paths while maintaining attention to detail.
• Proven reliability, follow-through, and accountability in a support environment.

Preferred Qualifications

• ComTIA A+
• CompTIA Network+
• Microsoft fundamentals
• Programs: M365, SAP, Lotus Notes, Agulus, Medius.
• Experience supporting ERP systems such as SAP in a business or manufacturing environment.
• Familiarity with endpoint management tools (e.g., Intune) and identity platforms (e.g., Entra ID / Azure AD).
• Experience supporting manufacturing, plant floor, or multi-site environments.
• Familiarity with documentation and workflow tools such as Process Street or similar platforms.
• Experience coordinating with third-party vendors and managed service providers.
• Exposure to Microsoft Teams Phone or modern collaboration platforms.

About Furst-McNess

Furst-McNess Company is a trusted leader in animal nutrition, providing innovative feed, mineral, and management solutions to livestock producers across the United States. With a long-standing commitment to quality, integrity, and customer service, Furst-McNess combines deep industry expertise with a people-first culture that values safety, collaboration, and continuous improvement. Employees benefit from a stable organization, meaningful work that supports American agriculture, and a comprehensive benefits program designed to support their health, financial security, and work-life balance.

Furst-McNess Benefits

• Health Coverage: PPO or HDHP medical plans, plus HSA/FSA options and 100% covered preventative care. 
• Dental, Vision, & RX: Low bi-weekly premiums for employees and dependents. 
• 401(k) with Match
• Paid Time off: Vacation, holidays, floating holidays, bereavement leave, jury duty, and FMLA.
• Wellness & Protection: EAP, disability coverage, life & AD&D insurance, and wellness incentives.