IT Support Specialist

IntelliPro Group Inc.•Lexington, SC

10d•Onsite

About The Position

This role involves providing technical support to local users at the Greensburg, PA facility, assisting with laptops, printers, and warehouse Android devices. The day-to-day responsibilities include identifying, managing, escalating, and resolving technical issues, installing and configuring software, troubleshooting hardware and networking problems, and monitoring installed systems. The environment is a warehouse, stock yards, and office cubicle setting, requiring movement throughout the building and occasional entry into the warehouse for printer maintenance, which necessitates wearing a vest and steel-toed shoes.

Requirements

3 - 5 years of related work experience, or an equivalent combination of education and experience.
3 - 5 years of customer service experience.
Excellent communication skills.
The ability to work in a team environment and commit to a flexible work schedule.
Software Systems Proficiency: Ability to install, configure, troubleshoot, and maintain operating systems issues.
Knowledge of user profiles, permissions, registry, and system recovery tools.
Experience with imaging and deployment tools.
Hardware and Peripheral Troubleshooting: Hands-on experience diagnosing and repairing desktops, laptops, printers, scanners, and mobile devices.
Understanding of BIOS/UEFI, hardware drivers, and firmware updates.
Ability to replace hardware components and manage inventory.
Networking Fundamentals: Basic knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Ability to diagnose connectivity issues and work with networked devices.
Understanding of remote desktop tools (e.g., RDP, Teams, LogMeIn).
Strong Communication Skills: Ability to clearly explain technical issues to non-technical users.
Active listening to understand user problems accurately.
Written communication skills for documenting issues and resolutions in tickets.
Patience / Empathy (enterprise support): Staying calm and supportive, especially when users are frustrated or under pressure.
Demonstrating empathy builds trust and improves the overall support experience.
Important when guiding users through troubleshooting steps.
Problem-Solving / Critical Thinking: Ability to analyze issues, identify root causes, and implement effective solutions.
Thinking on your feet when new or unfamiliar problems arise.
Balancing urgency with a methodical troubleshooting approach.

Nice To Haves

3-5 years technical experience a plus.
Previous experience troubleshooting desktop, printer and notebook issues.
Very strong user and support of MSOffice.
Bachelor’s preferred but not required.
A+ or any Microsoft certification is preferred.

Responsibilities

Provide basic technical support to Clients.
Troubleshoot application issues.
Basic diagnosing of the desktop/laptop software problems.
Identify, manage, escalation, and resolve technical issues.
Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
Troubleshoot all information technology issues, including software, hardware, and networking.
Monitor installed systems, identify problems, and take corrective action.
Supporting local users at the Greensburg, PA facility with laptops, printers, warehouse Android devices.
Logging tickets for work performed.
Moves throughout the building to assist users.
Goes into the warehouse wearing vest and steel toes shoes for printer maintenance.