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IT Technology Support Specialist
IT Technology Support SpecialistBay State Milling Company • Quincy, MA, US
IT Technology Support Specialist

IT Technology Support Specialist

Bay State Milling Company • Quincy, MA, US
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Job Description

Job Description

Job Title : IT Technology Support Specialist

Department : Technology D450

Reports To : Infrastructure Manager

FLSA Status : Exempt (Salaried)

Pay Range : $60,000-$75,000 per year

DESCRIPTION : The IT Technology Support Specialist plays a critical role in ensuring the smooth operation of IT systems and providing exceptional technical support to end-users. This individual will be responsible for troubleshooting hardware and software issues, managing support tickets, and assisting with the deployment and maintenance of technology solutions across the organization.

KEY RESPONSIBILITIES

  • Provide first and second-level technical support for desktops, laptops, mobile devices, printers, and other peripherals.
  • Respond to and resolve help desk tickets in a timely and professional manner.
  • Install, configure, and maintain hardware and software systems.
  • Assist with onboarding and offboarding of employees, including provisioning and deprovisioning of accounts and devices.
  • Support remote users with VPN, Microsoft environments, and collaboration tools.
  • Maintain accurate documentation of support procedures, asset inventory, and user guides.
  • Collaborate with IT team members on projects, upgrades, and system improvements.
  • Ensure compliance with IT policies, security standards, and data protection protocols.
  • Escalate complex issues to appropriate internal or external resources when necessary.

QUALIFICATIONS :

  • Excellent communication and customer service skills.
  • Interest in technology, a desire to learn and question, analytical mind for further responsibilities and growth.
  • Solid organizational skills and focus on accuracy and attention to detail.
  • Strong problem solving and troubleshooting abilities.
  • Self-motivated with the ability to work independently and in a team environment.
  • Excellent written and oral communication skills.
  • Ability and willingness to document work, processes, procedures, or work instructions.
  • Work with a team to achieve timely resolution of all production issues meeting or exceeding Service Level Agreement.
  • Flexible schedule to support after hours support and maintenance as needed.
  • Ability to lift and move equipment up to 40 lbs.

    • TRAINING AND EXPERIENCE :

  • 2+ years of experience in a technical support or help desk role.
  • IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
  • Experience with ticketing systems (e.g., ServiceNow, FreshDesk, Zendesk).
  • Knowledge of cybersecurity best practices and data privacy practices.
  • Proficiency with Windows, Microsoft 365, Azure, Intune, and common business applications.
  • Familiarity with networking concepts, Active Directory, and using remote support tools and users effectively.
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