IT Support Specialist

Job Overview: 

We are seeking a skilled IT Support Specialist with network administration experience to join our IT team. The suitable candidate will have a strong background in desktop support, including troubleshooting and resolving technical issues, as well as experience in managing and maintaining network systems. This role requires excellent problem-solving abilities and communication skills.

The IT Support Specialist provides technical support and guidance to end-users, maintains and troubleshoots desktop hardware and software, and assists in the administration and maintenance of network systems. This role is essential for ensuring the smooth operation of IT infrastructure in our dynamic environment.

Essential Functions: 

Technical Support & Troubleshooting:

• Provide exceptional front-line support for      hardware, software, and peripheral issues in a timely and professional      manner.
• Diagnose and resolve desktop, laptop, printer, and      peripheral issues efficiently.
• Troubleshoot and resolve technical problems      related to operating systems, applications, and network connectivity.

Hardware & Software Maintenance:

• Install, configure, maintain, and upgrade computer      hardware, operating systems, and software applications.
• Manage hardware inventory and software licensing compliance.

Network & Systems Support:

• Assist with the setup, configuration, and      maintenance of network equipment (routers, switches, firewalls).
• Support network performance monitoring and basic      troubleshooting.
• Collaborate with the IT team on security, system      upgrades, and project implementations.

User Support & Training:

• Provide clear and friendly technical guidance to      non-technical staff.
• Support user account management (permissions,      access rights, etc.).
• Develop and maintain user guides, training      materials, and documentation.

Operational Excellence:

• Document support activities, configurations, and      technical processes consistently.
• Identify and recommend process improvements to      enhance support services.

Other Duties

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

Required Qualifications:

• Associate’s or Bachelor’s degree in Information      Technology, Computer Science, or equivalent experience.
• 5+ years’ experience in desktop support and basic      network administration; retail IT support experience is a plus.
• Solid knowledge of Windows operating systems;      familiarity with macOS is a plus.
• Understanding of network protocols, IP addressing,      and troubleshooting best practices.
• Strong problem-solving skills with a proactive,      customer-first approach.
• Excellent communication and interpersonal      abilities.
• Ability to manage multiple tasks and priorities      effectively.

Preferred Qualifications:

• Extensive knowledge of the Office 365 platform,      with a proficiency in using advanced Excel formulas, PivotTables, database      connections, and VB Script.
• Ability to write ad hock reports and modify      existing reports in SQL Server and MySQL databases.
• Knowledge and experience troubleshooting of Zebra      printers, Brother printers, and barcode scanners 
• Experience assisting staff with a POS system,      including cash drawers, receipt printers, credit card terminals, and      barcode scanners are a plus.
• Proven ability to independently lead and execute      projects from inception to completion, requiring minimal oversight and no      reliance on additional staff resources.
• Focused on creating/improving systems and      workflows with a strong emphasis on simplicity, scalability, long-term      maintainability, and operational efficiency.
• Experienced in remote support using tools like      [TeamViewer/Dameware/VNC/RDP], with a proven ability to troubleshoot using      both standard procedures and inventive problem-solving techniques.

Physical Demands:

· Must be able to lift and move computers and other IT equipment (up to 50 lbs).

· Occasional after-hours or weekend work may be required to perform maintenance or resolve critical issues.

· Ability to travel between locations if necessary.

EEO Statement

Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

We are committed to an inclusive and diverse work environment. We are a proud equal opportunity employer that welcomes and strongly encourages all races, religions, nationalities, genders, the LGTBQIA+ community, and people with disabilities to apply. Our ability to attract and retain a talented and dedicated workforce that reflects the diverse backgrounds of those we serve is what drives our success. We continue to promote an environment of continuous learning, inclusion, mutual respect, and belonging to ensure our employees feel valued, seen, and heard.