IT Support Specialist

Homans Associates•Wilmington, MA

35d•$22 - $26•Onsite

About The Position

Homans Associates (HA) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. We proudly distribute the Mitsubishi, Armstrong and Bryant brands of HVAC equipment, as well as a full line of HVAC residential and commercial parts, supplies, and accessories. We have locations throughout New England, New York, and New Jersey. At Homans, we're committed to building a technology-first operation — and our IT team is at the center of that work. As an IT Support Specialist (Tier 1), you will be the first point of contact for employees across our locations when technology issues arise. You'll resolve problems quickly, communicate clearly, and document thoroughly — playing a critical role in keeping our fast-moving distribution business running smoothly.

Requirements

Strong verbal and written communication skills — ability to support non-technical users effectively
Genuine customer service instinct and a calm, professional demeanor under pressure
Solid problem-solving and critical thinking skills
Proficiency with Microsoft 365 and Windows environments
Comfort with ticketing systems and accurate work logging
Prior help desk or IT support experience preferred
Associate's or Bachelor's degree in IT or a related field preferred; relevant experience will be considered in lieu of degree
This is an on-site role — no relocation assistance available

Responsibilities

Resolve hardware, software, and peripheral issues for end users across our locations
Respond to support requests via phone, email, chat, and ticketing system
Set up and configure new hardware, software, and equipment for new and existing employees
Document all interactions clearly and accurately in our ticketing system
Coordinate with vendors on warranty, repair, and equipment replacement as needed
Make occasional visits to nearby branch locations to provide on-site support
Contribute to internal documentation, training materials, and process improvements
Identify and flag recurring issues and patterns to help improve overall IT operations
Other duties as assigned.