IT Support Specialist

Ermco•Dyersburg, TN

2d•Onsite

About The Position

The IT Support Specialist for ERMCO provides front-line technical support to ERMCO employees to help ensure reliable day-to-day access to devices, applications, and collaboration tools. This role handles incident and service request intake and performs basic troubleshooting and issue resolution using documented procedures. Complex issues will be escalated to senior staff or specialized teams. The position supports onboarding/offboarding activities, maintains accurate ticket and asset records, and contributes to an excellent customer experience through clear communication, follow-through, and continuous learning. This position is located on-site in Bristol, WI. Relocation assistance will be provided.

Requirements

Associate’s or Bachelor’s degree in IT or related field (or equivalent hands-on experience)
0–2+ years in a help desk, desktop support, or technical customer service role preferred.
Familiarity with Windows endpoints, common business applications, and Microsoft 365 basics, with the ability to follow documented troubleshooting steps and learn new tools quickly.
Basic understanding of connectivity concepts (TCP/IP, LAN/WAN, Wi‑Fi, VPN, DNS/DHCP fundamentals) and the ability to gather diagnostics and escalate effectively when issues are beyond Tier 1 scope.
Problem-solving and analytical skills with the ability to work well under pressure and managing multiple priorities simultaneously.
Strong customer service mindset, clear written/verbal communication, and attention to detail in ticket updates, documentation, and follow-through.
Reliable, organized, and able to manage multiple requests while adhering to procedures, security requirements, and assigned SLAs.

Nice To Haves

CompTIA A+ (or in progress) and/or Microsoft fundamentals/endpoint-related coursework or certifications.

Responsibilities

Provide Tier 1 end-user support for common hardware, software, printing, and connectivity issues by following standard troubleshooting steps and resolving requests efficiently and professionally.
Manage ticket intake and documentation by accurately logging, categorizing, prioritizing, and updating incidents/requests in the ticketing system, including clear notes, customer communications, and resolution details.
Escalate appropriately and follow through by recognizing when an issue requires Tier 2/3 or specialty-team support, collecting required diagnostics, and coordinating handoffs while keeping the customer informed.
Support Microsoft 365 and business applications by assisting users with basic Teams/Outlook/OneDrive/SharePoint workflows, profile issues, and common application access problems within assigned permissions.
Perform basic account and access tasks such as password resets and account provisioning steps per documented procedures, escalating nonstandard access, or security-sensitive requests per policy.
Assist with onboarding/offboarding and device setup by preparing and deploying standard devices, installing approved software, verifying peripheral functionality, and coordinating required handoffs and checklists.
Support asset and inventory processes by tagging, tracking, and updating asset records, coordinating repairs/replacements, and maintaining clean and accurate inventory data.
Contribute to knowledge management and continuous improvement by creating/updating how-to articles and documenting known issues, and by sharing observations on recurring problems to help improve processes and user experience.
Follow security and compliance practices by handling data responsibly, using approved tools, promptly reporting suspected security incidents, and completing required training and procedures.