IT Support Specialist

L. Knife & Son•Kingston, MA

8d•Hybrid

About The Position

The IT Support Specialist will provide Tier 1 and Tier 2 technical support for a variety of hardware, software, and network issues. This role involves responding to help desk tickets, diagnosing and resolving technical problems, assisting with new user setups, managing user accounts, and supporting system updates and security patching. The specialist will also play a role in network and application support, training employees on technology use, and enforcing IT security policies. Occasional travel to company divisions for onsite support may be required.

Requirements

Associate or bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
2-4 years of experience in IT support, help desk, or desktop services role.
Strong working knowledge of Microsoft Windows, Office 365, and hardware troubleshooting.
Excellent customer service and communication skills.
Strong problem-solving and multitasking abilities with high attention to detail.
Availability for after-hours support or on-call coverage on a rotating basis.

Nice To Haves

Experience with Active Directory, VPN, and remote desktop tools preferred.

Responsibilities

Provide Tier 1 and Tier 2 technical support for computers, mobile devices, printers, and applications.
Respond to IT help desk tickets in a timely and professional manner, ensuring prompt resolution.
Diagnose and resolve issues related to hardware, operating systems, network connectivity, and software applications.
Escalate complex technical issues to the IT Systems Administrator or IT Manager as appropriate.
Maintain accurate records of support requests, resolutions, and system changes.
Assist with new user setups, including computer configuration, system access, and software installation.
Manage user accounts, passwords, and permissions in accordance with IT policies.
Support system updates, antivirus deployments, and security patching.
Maintain inventory of IT assets, including laptops, monitors, and mobile devices.
Assist with deployment and maintenance of hardware and software at remote sites.
Support end users in the use of business-critical applications.
Monitor basic network connectivity and assist in troubleshooting outages.
Provide support for telecommunication systems, printers, and wireless devices.
Coordinate with external vendors or service providers to resolve connectivity or performance issues.
Educate employees on technology use, IT policies, and security best practices.
Maintain and update IT documentation, including system setup guides and troubleshoot procedures.
Contribute to user-friendly “how-to” resources and training materials for common IT tasks.
Enforce IT security policies and best practices in coordination with IT leadership.
Support antivirus, malware protection, and endpoint security monitoring.
Participate in regular reviews of system access, password management, and device compliance.
Maintain confidentiality of company data and adhere to all IT security procedures.
Other duties as assigned.