IT Specialist

Monumental Markets•Calverton, MD

2d•Hybrid

About The Position

The IT Support Specialist is responsible for supporting the company's technology infrastructure across both corporate offices and customer-facing locations. This role provides hands-on technical support for computers, networking equipment, printers, mobile devices, point-of-sale equipment, and other technology deployed throughout the organization. The ideal candidate is a hands-on problem solver who can work independently, troubleshoot hardware and connectivity issues remotely, and travel to customer locations when on-site support is required. This position plays a critical role in keeping both internal employees and customer-facing technology operating reliably.

Requirements

2+ years of experience in IT support, field service, desktop support, or a related technical role.
Strong hands-on troubleshooting skills with computers, peripherals, networking equipment, and mobile devices.
Experience troubleshooting hardware and connectivity issues remotely and in person.
Ability to diagnose problems logically and determine when an issue requires escalation.
Strong customer service and communication skills.
Ability to work independently and prioritize multiple issues simultaneously.
Comfortable traveling to customer locations as needed.
Valid driver's license and reliable transportation.
Ability to lift and move technology equipment and work in a variety of customer-site environments.
Ability to secure and maintain client-required security credentials and site access authorizations necessary to perform assigned duties.

Nice To Haves

Experience with Windows, Microsoft 365, networking, Wi-Fi, VPN, and mobile devices.
Experience supporting kiosks, POS systems, vending/micro-market technology, or similar a plus.
Familiarity with remote monitoring and management tools.
Basic understanding of TCP/IP, DHCP, DNS, routers, switches, and wireless networks.
CompTIA A+ & CompTIA Network+ certifications

Responsibilities

Provide first and second level technical support to employees for hardware, software, connectivity, and access issues.
Set up, configure, maintain, and troubleshoot laptops, desktops, monitors, printers, mobile devices, and other office technology.
Manage employee onboarding and offboarding technology needs, including equipment deployment, account setup, and equipment recovery.
Troubleshoot Wi-Fi, network connectivity, VPN, printers, and other common office technology issues.
Maintain accurate records of company IT equipment, assets, locations, serial numbers, warranties, and replacement schedules.
Coordinate hardware repairs, replacements, and vendor service when necessary.
Administer Microsoft 365 and SharePoint user access and licensing, including periodic access and license audits.
Serve as the on-site point of contact for our managed service provider (R3), which provides tier 1-3 help desk support, security services, and license management.
Support technology and hardware deployed at customer locations, including self-service kiosks, tablets, scanners, payment devices, displays, networking equipment, and related peripherals.
Diagnose and resolve kiosk hardware, connectivity, power, and peripheral issues remotely whenever possible.
Monitor field technology and proactively identify recurring or potential equipment problems.
Coordinate and perform on-site troubleshooting and hardware replacement when remote resolution is not possible.
Work with Operations, Customer Service, and Account Management teams to quickly resolve technology issues affecting customers.
Maintain documentation for kiosk configurations, equipment, troubleshooting procedures, and common field issues.
Coordinate with third-party technology and equipment vendors when issues require escalation.
Install and configure new technology at corporate and customer locations.
Prepare and deploy replacement equipment.
Perform routine maintenance, upgrades, and equipment refreshes.
Maintain spare equipment and critical replacement components to minimize downtime.
Assist with technology rollouts, new customer implementations, office moves, and other IT projects.
Troubleshoot basic wired and wireless network issues at corporate and customer locations.
Diagnose connectivity problems involving routers, switches, Wi-Fi equipment, cellular connections, and other networking hardware.
Work with internet service providers and technology vendors to resolve connectivity issues.
Assist with maintaining reliable connectivity for customer-facing kiosks and other field equipment.
Maintain an organized inventory of IT and field technology assets.
Document recurring issues, resolutions, equipment configurations, and troubleshooting procedures.
Identify recurring technology problems and recommend solutions that reduce service calls and downtime.
Develop standardized installation, troubleshooting, and replacement procedures.