Information Technology Support Specialist

Storage Mart • Columbia, MO

1d • Onsite

About The Position

The Information Technology Support Specialist provides first-line (Tier 1) IT support to store and home office staff. The role responds to helpdesk tickets, phone calls, and emails, resolving common issues promptly and courteously while escalating more complex matters to senior staff. Support covers Windows and macOS computers, laptops, mobile devices, printers, peripherals, software, accounts, and connectivity.

The specialist installs and configures standard software and Microsoft 365 applications; troubleshoots basic LAN, Wi-Fi, and VPN issues; handles password resets, account unlocks, and basic access requests; and helps prepare employees for onboarding and offboarding. The role documents work in Freshservice, maintains follow-up lists and hardware inventory, follows and updates knowledge base articles, and applies IT security practices and relevant company policies.

This position is located at the home office in Columbia, Missouri. The schedule is primarily standard business hours, with some flexibility, and the specialist must be willing to provide after-hours support when needed. Compensation is $22.00 per hour.

Requirements

• High school diploma or equivalent required.
• 0–2 years of helpdesk, desktop support, or IT troubleshooting experience in a professional setting; entry-level candidates with strong foundational skills are encouraged to apply.
• Working knowledge of Windows 10/11, macOS, and Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and wireless.
• Understanding of PC and peripheral deployment, from single machines to larger rollouts.
• Excellent organization, time management, and prioritization skills.
• Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical users by phone, in person, and in group settings.
• Ability to stay focused, patient, and calm in stressful situations, such as a customer complaint.
• Ability to work in a team environment and function independently without continuous supervision.
• Ability to read, write, comprehend, and speak clearly in English.
• Must be willing to provide after-hours support when needed.

Nice To Haves

• Associate or bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience in a corporate helpdesk role.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting multiple locations.
• Experience with Intune or another mobile device management tool, or basic PowerShell.
• Proficiency in Windows 10/11, macOS, and Microsoft 365.
• Familiarity with Active Directory and Entra ID (Azure AD).
• Experience with Freshservice (IT service management).
• Familiarity with VPN, Intune, and mobile device management tools.

Responsibilities

• Respond to helpdesk tickets, phone calls, and emails from store and home office staff in a timely, friendly manner, resolving common issues on first contact.
• Diagnose and resolve hardware and software issues involving Windows and macOS computers, laptops, mobile devices, printers, and peripherals.
• Install and configure standard software and Microsoft 365 applications.
• Troubleshoot basic network and connectivity issues, including LAN, Wi-Fi, and VPN, at store and office locations.
• Reset passwords, unlock accounts, and handle basic access requests.
• Prepare for new employees by creating user accounts, setting up appropriate access, configuring devices, and providing basic system training; assist with offboarding.
• Reassign tickets requiring special expertise or authority to the appropriate person or group, with clear and complete documentation.
• Record pertinent information clearly, completely, and concisely in the Freshservice ticketing system and note recurring trends to support knowledge base development.
• Follow knowledge base articles and help keep them current.
• Maintain an organized follow-up list to ensure every request is completed or resolved.
• Maintain an accurate inventory of IT hardware assets.
• Follow IT security practices, including password management, endpoint protection, and data handling.
• Comply with applicable regulations and company policies governing technology, and perform other related duties as required and directed.

Benefits

• Mentorship from senior leaders and exposure to new technologies to support skill and career development.
• Collaborative and supportive team environment.
• Work-life balance is taken seriously.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED