IT Support Specialist

Teasdale Latin Foods•Louisville, KY

2d•Onsite

About The Position

This role will oversee incoming requests for hardware, software, network, and telephony issues, ensuring timely resolution or escalation to the appropriate teams. This role requires having strong analytical skills, technical expertise, and the ability to manage multiple tasks effectively. This role also requires assessing and prioritizing issue criticality, as well as communicating with leadership to ensure meeting business SLAs.

Requirements

High School diploma or equivalency.
Ability to respond to customer requests with tact, diplomacy, and a sense of urgency.
2-3 years of Help Desk, IT support, or computer technician experience, or equivalent technical or college coursework
Demonstrated experience supporting Windows 11, Microsoft Office 365, Entra, and Active Directory in a corporate environment.
Ability to handle multiple tasks within a prescribed time period and adapt to frequent or unexpected changes in work responsibilities or processes.
A strong customer service orientation, with excellent listening, interpersonal, written, and oral communication skills.
Highly self-motivated and directed with strong analytical and organizational skills.
Highly detail-oriented with the ability to organize, schedule, and prioritize tasks and responsibilities, as well as certain departmental functions, to improve efficiency.
Experience working in a team-oriented, collaborative environment.
Ability to solve problems by considering multiple solutions to the same problem or multiple methods of arriving at a solution.
Travel is required as the job dictates.
Experience working with ticket tools and Incident, Problem, and Change Management processes (ITIL).
Experience performing Microsoft Entra and Microsoft Active Directory, AD Domains, and relevant tasks.

Nice To Haves

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals) are a plus.

Responsibilities

Act as the primary point of contact for IT issues, respond to incoming support requests via the ticketing system, and diagnose and resolve hardware, software, and network issues.
Processing of Incident, Problems, Change, and IT requests (1st and 2nd level support)
Administer user accounts, permissions, and security groups in Azure AD/Entra and M365.
Configure, deploy, and troubleshoot laptops, desktops, tablets, and peripherals (printers, scanners, and related hardware); manage OS imaging/patching via internal applications.
Support Microsoft Office 365, PowerPoint, Visio, VPN clients, and other software.
Create and maintain knowledge base articles; document all troubleshooting steps in ticketing systems.
Network connectivity issues, including TCP/IP, DNS, DHCP, VPN configurations, and IP-based telephony.
Partner with Tier 3 and other IT team members or vendors on complex issues.
Manage incoming ticket assessment and resolution. May require reporting on daily, weekly, and monthly ticket volume management.