IT Support Specialist

SOUTHEASTERN CONTAINER INC•Candler, NC

5d•$50,171 - $65,222•Onsite

About The Position

The IT Support Specialist – Level 1 serves as the frontline of IT service delivery at Southeastern Container (SEC). This role is responsible for troubleshooting and resolving end user IT tickets related to technical hardware and software difficulties, rapid service restoration, and high quality customer support for employees across all facilities. The position is foundational to maintaining operational uptime and follows ITIL 4 best practices by focusing on incident response while escalating recurring or systemic issues for long term resolution.

Requirements

High School/GED diploma required.
Working knowledge of Windows operating systems and Microsoft 365.
Basic understanding of PC hardware, peripherals, and network concepts.
Strong troubleshooting, strong organizational and time management, and documentation skills.
Professional interpersonal, written and verbal communication skills

Nice To Haves

Associate’s degree in Information Technology or related discipline.
CompTIA A+ or comparable entry level IT certification.
1–3 years of customer service, technical support, or help desk experience.
Familiarity with ticketing systems and remote support tools.
Customer service experience supporting end users in a manufacturing or multisite environment.

Responsibilities

Serve as the primary point of contact for IT support via phone, email, and ticketing system.
Provide technical assistance to end users primarily during normal business hours (after hours work may be required).
Perform IT incident triage by assessing business impact, service affected, and urgency of response.
Restore service through approved fixes, documented workarounds, or controlled escalation.
Clearly separate incident restoration from root cause remediation; escalate recurring or systemic issues appropriately.
Meet or exceed defined SLAs for response and resolution.
Troubleshoot and resolve routine hardware, software, and connectivity issues.
Provide clear, professional communication and timely follow up to users.
Perform basic user and device support including password resets, workstation setup, and peripheral troubleshooting.
Maintain accurate help desk ticket documentation including impact, actions taken, and resolution status.
Assist with onboarding/offboarding coordination and basic asset handling as needed.
Perform other duties as requested by the IT Security and Support Lead in support of the overall IT functions for the Company.