IT Support Specialist

Snout

12d•$55,000 - $80,000•Onsite

About The Position

We're seeking a versatile IT Support Specialist to provide technical support across our organization and to our customers. This role combines internal help desk responsibilities with customer-facing technical support for our on-premises software solution. This role requires being onsite in our Troy, Michigan office Monday to Friday. As our IT Support Specialist, you'll be the technical backbone that keeps our team productive and our customers successful. You'll ensure seamless technology experiences for employees across our hybrid workplace by providing expert support for Windows and MacOS systems, managing the complete employee lifecycle from onboarding through offboarding, and maintaining our network infrastructure and conference room technology. Your quick troubleshooting and clear communication will minimize downtime and enable our team to focus on delivering value to customers. You'll also play a critical customer-facing role by guiding clients through installation and configuration of our on-premises software, solving technical challenges that directly impact their ability to use our product effectively. Through thoughtful documentation and knowledge base development, you'll build resources that empower both internal teams and customers to resolve issues independently. Your ability to triage and escalate complex problems ensures that critical issues reach the right technical experts quickly, while your responsive support across Slack, email, and phone builds trust and confidence in our commitment to customer success.

Requirements

Proven experience providing technical support for Windows and MacOS environments
Strong understanding of user access management and permissions systems
Experience with remote support tools and techniques
Knowledge of network fundamentals and troubleshooting
Excellent communication skills, both written and verbal
Ability to explain technical concepts to non-technical users
Strong problem-solving skills and attention to detail
Customer service mindset with patience and professionalism

Nice To Haves

Experience with Windows Server administration and remote desktop protocols
Familiarity with conference room AV systems and equipment
Background in enterprise software deployment and support
Experience working in dual-role environments (internal IT and customer support)
Knowledge of ticketing systems and IT service management tools

Responsibilities

Provide hands-on and remote technical support for Windows and MacOS users, troubleshooting hardware, software, and connectivity issues for in-office and remote employees
Manage user lifecycle processes including onboarding, offboarding, account provisioning, access permissions, and conference room technology setup
Assist customers with installation, configuration, and troubleshooting of on-premises software on remote Windows servers via phone and email
Document technical issues, resolutions, and system configurations while creating knowledge base articles for internal and customer use
Respond to support requests via Slack, email, and phone in a timely manner, communicating technical information clearly to both technical and non-technical audiences
Manage local network configuration, troubleshoot connectivity issues, and escalate complex technical problems to development or engineering teams as needed