Information Technology Support Specialist
About The Position
The Information Technology Support Specialist provides first-line (Tier 1) technical support to store and home office staff. The role handles helpdesk tickets, phone calls, and email requests; resolves common hardware, software, account, and connectivity issues; and documents work in the Freshservice ticketing system. The specialist works with Windows and macOS computers, mobile devices, printers, peripherals, Microsoft 365 applications, and basic network connections. Complex issues are clearly documented and escalated to the appropriate senior staff or support group. The role also supports employee onboarding and offboarding, maintains IT hardware inventory and follow-up records, follows knowledge base articles and helps keep them current, and adheres to IT security practices and applicable company policies and regulations. The position is located at the company’s home office in Columbia, Missouri. Work is primarily during standard business hours, with some flexibility and a need to provide after-hours support when needed. Compensation is $22.00 per hour.
Requirements
- High school diploma or equivalent.
- 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 individual machines to larger rollouts.
- Excellent organization, time management, and prioritization skills.
- Strong written and verbal communication skills, including explaining technical issues clearly to non-technical users by phone, in person, and in group settings.
- Ability to remain focused, patient, and calm in stressful situations, such as customer complaints.
- Ability to work in a team environment and independently without continuous supervision.
- Ability to read, write, comprehend, and speak clearly in English.
- Willingness 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 or other IT service management tools.
- 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 and 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 LAN, Wi-Fi, VPN, and other network connectivity issues at store and office locations.
- Reset passwords, unlock accounts, and handle basic access requests.
- Create user accounts, set up appropriate access, configure devices, and provide basic system training for new employees; assist with offboarding.
- Reassign issues requiring special expertise or authority to the appropriate individual or group, with clear and complete documentation.
- Record pertinent information clearly, completely, and concisely in Freshservice, 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 requests are 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.
- Perform other related duties as required and directed, including other duties as assigned.
- Provide after-hours support when needed.
Benefits
- Mentorship from senior leaders and exposure to new technologies.
- Growth and career development opportunities.
- Supportive, collaborative work environment.
- Work-life balance is taken seriously.
- Some flexibility in work hours.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
