HELP DESK - IT SUPPORT SPECIALIST I

GATE HR•Jacksonville, FL

4d•Hybrid

About The Position

The IT Support Specialist is responsible for delivering technical support across the organization, ensuring the smooth operation of hardware, software, network systems, and applications. This role serves as the first point of contact for end-users experiencing IT issues and plays a critical role in maintaining system uptime and user productivity.

Requirements

2+ years of experience in IT support, helpdesk roles, or 2+ years working in a retail environment with knowledge of POS/end of day processes.
Strong troubleshooting skills and technical knowledge of Windows and networking.
Familiarity with helpdesk software and remote desktop tools.
Excellent communication and customer service skills.
Ability to explain technical concepts to non-technical users.
Detail-oriented with a proactive approach to problem-solving.
Must be available for overtime, off hours, working at remote sites and weekend call rotation.
Must be able to lift, carry, and move up to 50 pounds
Must be able to bend, kneel, stoop, and reach (including overhead)
Travel may be required to off-site locations for IT support.
Must have a valid driver’s license for day and nighttime driving and proof of valid auto insurance
Flexibility to accommodate both scheduled and unscheduled site visits based on business needs. May require overnight stays including weekends.
Track time in applicable time keeping system
Maintain confidentiality of data

Nice To Haves

Experience with Active Directory, Microsoft 365, VPNs, and endpoint security.
Understanding of ITIL frameworks and basic cybersecurity hygiene.
Exposure to ticket triage, asset tracking, and onboarding workflows.
Basic TCP/IP Networking and Troubleshooting
Network cable management
Phone system support

Responsibilities

Provide first-line technical support via phone, email, and in-person for hardware, software, and network-related issues.
Monitor ticket queues for break/fix and request calls
Diagnose and resolve technical problems; escalate complex issues to Level 3 support as needed.
Install, configure, and maintain desktops, laptops, printers, mobile devices, and software applications.
Manage user accounts, access permissions, and IT documentation.
Monitor system performance and conduct regular maintenance and updates.
Maintain documentation for solutions, issues, change control, and testing procedures.
Coordinate with vendors and other business units to resolve system functionality concerns.
Train end-users on IT best practices and new technologies.
Participate in the development and execution of IT goals, policies, and priorities.
Ensure compliance with internal IT policies and cybersecurity protocols.
Any other helpdesk duties that arise to support business needs.