Tech Support Specialist US

Pure Flavor® Farms•Romulus, MI

5d•Hybrid

About The Position

The Tech Support Specialist provides front-line technical support across Pure Flavor’s Canadian and US operations, delivering responsive deskside and remote assistance to end users. This role is responsible for resolving hardware, software, and connectivity issues, managing end-user devices and accounts, and supporting the day-to-day reliability of IT systems across all company sites.

Requirements

0–3 years of experience in an IT support, service desk, or helpdesk role, essential.
Hands-on experience supporting Windows 10/11 in a business environment, essential.
Working knowledge of Microsoft 365 and core Office applications (Outlook, Teams, Word, Excel), essential.
Familiarity with Active Directory and/or Microsoft Entra ID for user and device management, essential.
Experience with or exposure to MDM platforms such as Microsoft Intune, essential.
Understanding of basic networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting, essential.
Experience using a ticketing or ITSM system to manage and document support requests, essential.
Ability to self-manage workload, prioritize effectively, and follow tasks through to resolution.
Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
Ability to work effectively in a team environment with individuals at all levels.
Ability to maintain strict confidentiality of sensitive information.
Able to work in a team environment with individuals of all leadership styles, personalities, and career levels
Must be able to handle sensitive issues with tact and maintain strict confidentiality of private information
Proven ability to work in a fast-paced environment, demonstrate keen attention to detail and task-related accuracy, as well as consistent follow-through skills.
Excellent verbal and written communication skills

Nice To Haves

Experience with ConnectWise Automate or similar RMM tooling, preferred.
Familiarity with Autotask or equivalent PSA/ticketing platform preferred.
Experience supporting warehouse or mobile devices (e.g., Zebra MC/ET series), preferred.
CompTIA A+, Network+, or Microsoft certifications (or in progress), preferred.
Post-secondary education in Computer Science, Network Technologies, or a related discipline, preferred.

Responsibilities

Serve as the first point of contact for IT support requests submitted via phone, email, or the ticketing system (Autotask).
Diagnose and resolve hardware, software, application, and connectivity issues through deskside and remote support.
Triage and manage tickets to ensure timely resolution in line with service expectations.
Escalate complex or unresolved issues to senior IT staff with clear documentation of steps taken.
Deploy, configure, and maintain Windows 10/11 workstations, laptops, and mobile devices.
Manage endpoint devices through Microsoft Intune and ConnectWise RMM, including software deployment, patching, and remote remediation.
Support and troubleshoot Zebra warehouse devices (mobile computers, tablets, wearable scanners) and other specialized hardware.
Set up and maintain printers, AV equipment (including conference room systems), and peripheral devices.
Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID.
Manage Microsoft 365 licensing, group memberships, and access permissions.
Administer onboarding and offboarding workflows, ensuring timely provisioning and deprovisioning of access and equipment.
Troubleshoot LAN/WAN connectivity, Wi-Fi, and VPN issues at end-user and site level.
Assist with basic network infrastructure tasks including switch port configuration and wireless access point troubleshooting.
Coordinate with ISPs and network vendors to resolve site-level connectivity issues.
Maintain accurate records of hardware inventory, software licenses, and equipment assignments across all sites.
Coordinate equipment procurement, receiving, imaging, and deployment.
Manage the lifecycle of IT assets including refresh scheduling and disposal.
Create and maintain documentation for common issues, standard procedures, and user guides.
Log all support activity accurately within the ticketing system to support reporting and trend analysis.
Provide on-site IT support at an assigned distribution center location and remote support for other US and Canadian locations.
Assist with IT project deployments including hardware rollouts, office moves, and system upgrades.
Participate in on-call rotation to support after-hours and weekend issues.
Other core expectations as defined by the company.