IT Support Specialist
About The Position
SEH is currently searching for an IT Support Specialist to join our talented Information Technology team! This role provides front-line end-user support, including call intake and ticket-based support, troubleshooting and resolving common software and hardware issues, and creating, updating, and resolving tickets using Team Dynamix ITSM. The specialist will also be responsible for imaging, configuring, and deploying computers and related end-user equipment, supporting IT equipment shipping/receiving workflows, and partnering with local and regional IT teammates to support office technology needs. The position involves coordinating investigations to resolve information system issues, conducting research, communicating updates to users, and ensuring quick and effective response times to requests.
Requirements
- High School Diploma or GED
- Ability to troubleshoot common end-user software and hardware issues in a structured, methodical way.
- Experience working in a ticketing system and documenting work clearly (status, steps taken, and resolution).
- Strong verbal and written communication skills; able to support non-technical users professionally and calmly.
- Ability to prioritize, manage time effectively, and follow through to resolution.
- Ability to be on-site daily to support end users and equipment logistics.
- All offers of employment for this position are contingent upon the successful completion of a background check which meets company standards. This will be conducted post-offer acceptance.
- The selected candidate must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.
Nice To Haves
- Degree or Technical certification in relevant coursework
- Experience providing desktop / desk-side support in an office environment with strong customer service focus.
- Experience supporting a mix of on-site and remote users.
- Experience imaging and setting up computers and peripherals.
- Prior experience in a multi-office professional services environment.
- Familiarity with equipment shipping/receiving, asset tracking, and basic inventory management.
Responsibilities
- Provide front-line end-user support, including call intake and ticket-based support (approximately 50% of time focused on call-taking/end-user assistance).
- Troubleshoot and resolve common software and hardware issues; escalate appropriately when needed.
- Create, update, and resolve tickets using Team Dynamix ITSM; document troubleshooting steps and outcomes clearly.
- Image, configure, and deploy computers and related end-user equipment following standard procedures.
- Support shipping/receiving workflows for IT equipment, including packaging, tracking, and basic inventory coordination.
- Partner with local and regional IT teammates to support office technology needs and deliver a consistent user experience.
- Coordinates investigations to resolve information system issues
- Conducts research to understand, explain and resolve technology issues
- Communicates updates to users that have been or may be affected by a problem
- Follows up with users after problems have been resolved
- Utilizes Team Dynamix ticketing software to present recommendations and improvements for user systems
- Initiates onboarding procedures for new users into the system
- Ensures response times are quick and effective to appropriately resolve requests
- Coordinates referrals to technical, professional or service personnel depending on the repair, training, service or software issue
Benefits
- Being 100% employee-owned means we all share in the company’s success
- Career development through continued education, licensure/certification, skills, and technical training
- Work arrangements that promote work/life balance
- Flexible holidays enable individuals to tailor their festivities
- Paid Family Leave provides time to care for loved ones, whether family by birth or family by choice
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
