IT Support Specialist

Minnesota Coaches & Affiliates•Lincoln, NE

9d•$60,000 - $74,000•Onsite

About The Position

The IT Support Specialist provides frontline technical support, troubleshoots technology issues, maintains IT systems, and assists with day-to-day IT operations. The role is a primary point of contact for employees seeking technical assistance and supports helpdesk functions and hands-on tasks across hardware, software, network, user access, and business application environments. It requires strong customer service and troubleshooting skills, attention to detail, and adherence to established IT procedures, while contributing to documentation, support processes, and technology reliability. This is an on-site position in Hastings, Minnesota, with a stated salary range of $60,000–$74,000. The position supports employees through ticketing, email, phone, and other approved channels; maintains and deploys IT assets; assists with user access and security procedures; coordinates with internal teams and external vendors; and contributes to IT projects and process improvements. The work takes place in a professional office and operational business environment. Occasional after-hours support, scheduled maintenance, emergency troubleshooting, or travel to other company locations may be needed depending on business needs. Reliant Transportation Group is a school bus and motorcoach transportation provider founded in 1959. The company and its affiliates have nearly 1,500 teammates, operate more than 1,000 vehicles, and serve more than 40,000 coach passengers and students daily from over 20 Midwest locations. Its stated principles are safety, community, integrity, and service.

Requirements

Associate degree in Information Technology, Computer Science, or a related field; a bachelor's degree is preferred.
Previous experience in helpdesk, desktop support, technical support, or IT customer service is preferred.
Working knowledge of Windows desktops and laptops, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and basic networking concepts.
Ability to troubleshoot hardware, software, peripheral, printer, and connectivity issues.
Strong customer service, communication, and documentation skills.
Ability to prioritize multiple requests, follow procedures, and manage time effectively.
Ability to work independently and recognize when to escalate issues appropriately.
Professionalism, confidentiality, patience, and accountability.
Strong troubleshooting and problem-solving skills; ability to explain technical information clearly to users.
Strong attention to detail and commitment to accurate documentation.
Dependability, ownership of assigned tasks, and ability to learn new systems, applications, and processes quickly.
Commitment to security, confidentiality, and company policy compliance.
Ability to sit, stand, walk, bend, lift, and carry IT equipment as needed.
Ability to lift and move computers, monitors, printers, and related equipment, typically up to 40 pounds.
Ability to work at a desk, use a computer, and communicate by phone, email, chat, or in person for extended periods.

Nice To Haves

Bachelor's degree.
Experience with ticketing systems, remote support tools, endpoint management tools, or asset tracking systems.
CompTIA A+, Network+, Microsoft, ITIL, or other relevant technical certifications.
Experience with Microsoft Entra ID/Azure Active Directory, Active Directory, Intune, endpoint security tools, or device management platforms.
Experience supporting mobile devices, tablets, VoIP phones, printers, scanners, and conference room equipment.
Familiarity with cybersecurity awareness practices, phishing response, MFA, and endpoint protection.
Experience working with third-party managed service providers or technology vendors.
Basic understanding of access control, change management, asset management, and IT documentation standards.

Responsibilities

Serve as the first point of contact for employee IT support requests submitted through the ticketing system, email, phone, or approved support channels.
Triage, prioritize, document, and resolve helpdesk tickets according to established service expectations; communicate ticket status, next steps, timelines, and follow-up to users.
Provide support for hardware, software, printers, phones, mobile devices, logins, passwords, and workstation issues, escalating complex or high-impact issues when needed.
Troubleshoot desktop, laptop, peripheral, mobile device, printer, and basic network connectivity issues.
Support Windows workstations and Microsoft 365 applications, including Teams, Outlook, OneDrive, and SharePoint, as well as other business productivity tools.
Assist with user account setup, password resets, multifactor authentication, group membership updates, and access troubleshooting.
Install, configure, maintain, and support approved software and operating system updates; assist with workstation imaging, deployment, replacement, and lifecycle management.
Support conference room technology, phones, tablets, scanners, and other company technology assets.
Perform basic troubleshooting of LAN/Wi-Fi connectivity, VPN access, endpoint security alerts, and device compliance issues.
Assist with employee onboarding, role changes, and offboarding, following approved IT procedures and documenting and completing approved access requests.
Support security practices and report suspected cybersecurity incidents, phishing attempts, unauthorized access, or unusual system activity to appropriate IT leadership or security providers.
Maintain confidentiality when handling user information, company systems, and sensitive business data.
Prepare, deploy, track, and recover company-issued IT equipment; maintain asset records and assist with inventory, refreshes, returns, and secure handling of retired or reassigned assets.
Ensure devices are properly configured, labeled, documented, and ready for business use.
Provide basic support for approved business applications and coordinate with vendors, service providers, and internal teams to resolve issues; document vendor interactions, recommendations, and resolutions.
Create and maintain knowledge base articles, troubleshooting guides, setup instructions, and internal documentation.
Document recurring issues and recommend improvements to reduce repeat tickets and improve the user experience.
Follow IT standards, procedures, security requirements, and change management practices.
Assist with IT projects, system upgrades, equipment rollouts, software deployments, and process improvement initiatives.
Support continuous improvement of helpdesk workflows, ticket categorization, documentation quality, and end-user communication.