IT Support Specialist

The Franklin Group Inc•Boise, ID

18d•Hybrid

About The Position

This position provides IT support and service to FBS. Responsible for providing advanced technical support for hardware, software, networking, and enterprise systems across the organization. This position serves as a key escalation point for Tier 1 support issues and plays an active role in maintaining IT infrastructure, supporting end users, administering systems, applications, and assisting with technology projects.

Requirements

Ability to fully support just about any user need that comes up
Requires an extensive knowledge of all software/hardware used at FBS
Broad range of IT skills and aptitude
Able to troubleshoot most hardware and software issues that may arise
Good judgment and decision-making skills
3-7+ years of IT support and/or systems administration experience
Strong experience supporting: Windows 10/11
Windows Server 2016+
Microsoft 365
Active Directory & Group Policy
Experience in troubleshooting enterprise hardware and software environments
Strong understanding of networking fundamentals, including DNS, DHCP, routing, VPNs, and switching
Able to modify your planned daily schedule for unplanned urgencies
Action-oriented and problem solver
Represent the company in a way that conveys a good impression to customers
Comfortable engaging with team members, collaborating, and caring about the workplace atmosphere
Thrive under pressure and juggle multiple tasks with finesse
Experience supporting virtual environments
Excellent troubleshooting, communication, and organizational skills
Ability to prioritize tasks and manage multiple support requests effectively

Nice To Haves

Microsoft Azure / Entra ID administration experience
ERP system support experience
BisTrack Administration
Experience supporting Nutanix AHV
Familiarity with endpoint management and deployment tools

Responsibilities

Provide Tier 2/3 technical support for desktops, laptops, printers, and peripherals
Troubleshoot and resolve complex hardware, software, and connectivity issues
Support Windows operating systems, Microsoft 365 applications, and enterprise software platforms
Communicate effectively with all users
Respond to help desk tickets, escalations, and support requests in a timely and professional manner
Assist users both remotely and onsite across multiple locations
Travel onsite as needed to provide onsite desktop and network support for all locations
Maintain documentation related to support procedures, troubleshooting steps, and system configurations
Administer and support Windows Server environments
Manage Active Directory users, groups, permissions, and Group Policy
Support Microsoft Azure / Entra ID environments and identity management
Monitor and maintain server health, storage systems, and virtualization platforms
Assist with software deployment and endpoint management solutions
Configure and support file shares, print services, and network resources
Assist with the administration and troubleshooting of switches, wireless networks, VPNs, DNS, DHCP, and routing
Cabling, network equipment installations, and infrastructure upgrades
Work with vendors and service providers as needed for escalated technical issues
Participate in IT projects, including hardware refreshes, system upgrades, migrations, and infrastructure improvements
Collaborate with other IT staff to improve technology processes and efficiencies
Maintain a strong customer-service mindset while balancing technical priorities
Keep safety & quality in mind at all times
Other duties as assigned