Tech Support Spec 1

Troy Design And Manufacturing•Shelbyville, KY

13d•Onsite

About The Position

The Technical Support Specialist provides front-line IT support to end users, ensuring timely resolution of technical issues and maintaining smooth daily operations. This role involves troubleshooting hardware, software, network, and account-related problems while delivering excellent customer service.

Requirements

Associate degree in IT, Computer Science, or related field (or equivalent experience).
2-5 years of technical support or help desk experience preferred.
Strong understanding of Windows OS, Office 365, and basic networking.
Experience with ticketing systems (ServiceNow, IssueTrak, etc.).
Familiar with Active Directory, MFA/SSO systems, and endpoint administration.
Basic troubleshooting of network, Wi-Fi and VPN clients.

Nice To Haves

CompTIA A+, Network+, or similar certifications.
Experience in manufacturing or fast-paced environments.
Familiarity with ITIL concepts.
Knowledge of cloud platforms (Azure, AWS) is a plus.

Responsibilities

Provide Level 1-2 support for desktops, laptops, mobile devices, printers, and peripherals.
Troubleshoot Windows, macOS, Microsoft 365, and common business applications.
Manage user accounts, passwords, and permissions within Active Directory, Azure AD, and other systems.
Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN).
Escalate complex incidents to senior IT staff or vendors as needed.
Monitor and respond to tickets via the help desk system.
Document all issues, resolutions, and root causes accurately.
Follow ITIL-aligned processes for incident, request, and problem management.
Configure and deploy new hardware, including imaging and software installation.
Support enterprise tools such as M365, Teams, antivirus, endpoint management (Intune/SCCM), and collaboration systems.
Perform routine maintenance, updates, and patching.
Assist employees with system use, best practices, and basic training.
Communicate clearly with non-technical users and provide step-by-step guidance.
Create simple documentation and how-to guides.