IT Support Specialist

Planmeca USA Inc.•Charlotte, NC

15h•Onsite

About The Position

The IT Support Specialist serves as a strategic IT partner to three distinct business units across multiple U.S. locations, including one site in Dallas, Texas, and two OpCos in Charlotte, North Carolina. This onsite Charlotte-based position requires strong professional communication skills and the ability to effectively interact with employees, customers, and external partners across all supported locations. The role professionally represents KaVo Technical Support by greeting callers, identifying and documenting issues, and providing advanced technical support for escalated technical requests. The IT Support Specialist is responsible for ensuring the effective operation of computer systems, network connectivity, and end-user technologies across all supported sites. This role provides first- and second-level technical support, resolves incidents and service requests in accordance with defined service level agreements (SLAs), and delivers hands-on assistance for hardware, software, and foundational network issues. In addition, the IT Support Specialist serves as a primary point of contact for end users across the Charlotte and Dallas locations, performing troubleshooting, basic system and network configuration, documentation, and escalation while maintaining a strong customer service mindset and solution-oriented approach.

Requirements

Bachelor’s degree in a relevant field and 1+ years of experience in IT operations and systems support
High school diploma or GED and 5+ years of experience in IT operations and systems support
Any equivalent combination of education beyond high school and relevant experience
Proficiency in supporting end-user hardware and software, including Windows desktops and servers, laptops, printers, peripherals, and basic server environments.
Working knowledge of network fundamentals and hardware, including LAN infrastructure, TCP/IP, DNS, DHCP, VLANs, VPNs, and basic troubleshooting of switches, access points, and firewalls.
Knowledge of enterprise IT systems and tools, including Active Directory, SCCM, network shares, remote support tools, ticketing systems, and diagnostic utilities.
Strong analytical and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
Effective written and verbal communication skills, with the ability to translate technical concepts for non-technical users and maintain clear documentation.
Ability to work independently and collaboratively, provide informal training or guidance, and adapt to evolving technologies and business needs.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field
1+ years of experience in IT operations and systems support, with exposure to team leadership, colleague mentoring, and initiative‑based execution.
CompTIA A+, Network+, or equivalent technical certification.
Experience supporting VPNs, remote users, and hybrid or cloud-based environments.
Experience with Active Directory or similar directory services.

Responsibilities

Serve as the first point of contact for end-user support requests via phone, email, web portal, and chat across supported sites in Charlotte and Dallas.
Receive, prioritize, document, and resolve incidents and service requests in accordance with established SLAs.
Provide in-person support for the Charlotte locations and remote support for the Dallas site, as required.
Provide in-person and remote technical support for desktops, laptops, peripherals, printers, and mobile devices.
Perform workstation setup, deployment, onboarding, and offboarding support.
Support user access management, including password resets, authentication issues, and application access.
Develop and maintain end-user documentation, help guides, and FAQs.
Deliver clear, user-friendly guidance to improve technology adoption and end-user experience.
Provide basic network troubleshooting for wired and wireless connectivity issues, including LAN, WAN, VPN, and Wi‑Fi access.
Perform basic network configuration tasks such as IP addressing, DNS verification, gateway setup, and network printer configuration.
Troubleshoot network access, VPN connectivity, and authentication issues at a foundational level.
Assist with the installation, configuration, and replacement of basic network hardware, including switches, access points, and cabling.
Monitor recurring network or connectivity issues and escalate complex incidents to infrastructure or network teams with complete and accurate documentation.
Deploy pre-packaged software using approved software distribution tools and standardized processes.
Utilize diagnostic utilities, remote support tools, and knowledge bases to identify and resolve technical issues.
Perform hands-on fixes when remote support is not suitable, including hardware repair and peripheral replacement.
Conduct preventive maintenance on workstations, printers, and peripherals.
Test and verify implemented solutions to ensure full incident resolution.
Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.
Contribute to the technician knowledge base and provide recommendations for continuous improvement.
Identify and report trends and recurring issues in incidents and service requests across all supported locations.
Provide input on process improvements, documentation enhancements, and service delivery efficiency.
Support alignment of local IT operations with broader organizational and enterprise IT standards.
Manage all local IT vendor activities for the Charlotte and Dallas locations, including vendor setup, coordination, and ongoing relationship management.
Act as the primary point of contact for external IT vendors working onsite, such as: Network and cabling service providers Internet and telecommunications providers Hardware repair or infrastructure service vendors
Coordinate and oversee vendor-led installations, repairs, and service activities to ensure quality, security, and compliance with company standards.
Own the ordering, replacement, and lifecycle management of local IT equipment, including: Mobile phones and accessories Facility internet services Laptops, desktops, printers, and peripherals Network equipment (routers, switches, access points)
Ensure vendor activities are aligned with internal documentation, change management, and operational requirements.