IT Support Specialist

Sofidel•Shelby, NC

17h•Hybrid

About The Position

Sofidel America is seeking an IT Support Specialist to join our local team. This role provides front-line technical support to our corporate office and manufacturing plants. We are looking for a dependable, service-oriented professional who is interested in long-term growth in a stable organization. The IT Support Specialist will deliver timely, high-quality technical support while continuously improving the user experience through effective problem resolution and documentation.

Requirements

Associate’s or Bachelor’s degree in Information Technology or related field preferred.
1–3 years of IT support or helpdesk experience.
Working knowledge of Windows 10/11 and Microsoft 365.
Basic understanding of networking concepts and Active Directory.
Experience using a centralized ticketing system (e.g., ServiceNow or similar).
Strong customer service and communication skills.
Proven ability to work independently with minimal daily supervision, demonstrating strong prioritization and time management skills.
Ability to learn new systems and technologies quickly.
Ability to travel occasionally as needed to support business operations and multiple facility locations.

Nice To Haves

Relevant certifications (A+, Network+, or similar) are a plus.

Responsibilities

Provide first-level technical support to end users via a centralized ticketing system, phone, and in person.
Manage and prioritize support requests using the ticketing system to ensure timely resolution.
Troubleshoot hardware, software, and basic network issues.
Install, configure, and maintain desktop systems, printers, and applications.
Document issues, solutions, and procedures in the knowledge base.
Escalate complex, structural, or infrastructure-related issues to the National Support Team while providing local context and hands-on assistance as needed.
Support both office and plant environments as required.
Participate in on-call or emergency support rotation as scheduled.