IT Support Specialist

JOB TITLE: IT Support Specialist

REPORTS TO: IT Manager

HOURLY WAGE: $26.50 - $31.50/hr

SCHEDULE: Monday - Friday, 8:00am - 5:00pm

JOB DESCRIPTION SUMMARY:

The IT Support Specialist will have experience supporting end-users in a Microsoft 365 environment, with administrative issues escalated to the IT Manager or managed services provider. This role is essential in ensuring the seamless operation of our IT infrastructure, providing technical support to end users, and delivering timely and effective solutions to IT-related challenges. This position is based out of our corporate office in Farmington, NY. Occasional travel may be required to support Villager’s project field offices.

The IT Support Specialist has strong organizational and customer service skills, with a passion for assisting others. In addition to addressing technical issues, this individual will actively engage with users, offering guidance, training, and support on software, equipment, and best practices to foster an efficient and productive work environment.

RESPONSIBILITIES:

• Provide technical support to end-users via phone, email, and in-person.

• Prioritize and document support requests; communicate progress and escalate unresolved issues to the IT Manager, provider, or application vendor.

• Prepare equipment, install and configure approved computers, mobile devices, software, printers, and peripherals using company standards.

• Assist with first-time sign-in and MFA enrollment, collect returned devices, and coordinate access changes with authorized administrators.

• Maintain accurate records of assigned equipment, spare devices, warranties, and equipment returns.

• Maintain troubleshooting guides and simple user instructions for recurring issues.

• Perform approved updates and device checks; help users follow security procedures and promptly escalate suspected phishing, malware, or lost devices.

• Troubleshoot and resolve hardware and software issues in a timely manner.

• Collaborate with cross-functional teams to implement and maintain IT policies and procedures.

• Proactively identify and address potential IT issues to prevent downtime.

• Provide basic training to users regarding hardware and software utilization.

• Stay up to date on emerging technologies and recommend updates or improvements.

• Occasionally travel to local job sites for onsite assistance as needed.

• Assist in the support of the following technologies:

  • Microsoft 365, Outlook, Teams, Excel, Word, Access, OneDrive, SharePoint, Project

  • WiFi and VPN technologies

  • Cellular communications, with a focus on iOS

  • Basic endpoint security and user security support

  • Remote access implementations and methods

  • Business grade printers, scanners, copiers

  • Various line of business applications including Sage 300 CRE (formerly Timberline), TimberScan, B2W Estimate and Ops, HCSS suite of products, Adobe Acrobat, Jamf Pro, Apple Business Manager, and many more.

QUALIFICATIONS:

• 3+ years’ experience providing desktop, mobile device, and end-user technical support OR Bachelor's Degree in Computer Science, Information Technology, or a related field.

• Knowledge of Apple iOS, Windows and Microsoft 365.

• Strong customer service skills with ability to actively listen and support user needs.

• Strong organizational skills and ability to prioritize work.

• Effective oral and written communication skills.

• Excellent troubleshooting and problem-solving skills.

• Ability to effectively communicate technical problems and solutions to a wide audience.

• Experience as an IT Support Specialist with a focus on user assistance.

• Ability to work with a diverse team to achieve results.

• Familiarity with networking principles and protocols.