IT Support Specialist
- Full-Time
- Posted: September 26, 2025
- Closes: October 10, 2025 at 4:30 pm
- Status: Non-Exempt
- Salary Range: $24.04 to $28.85
- Hours: Monday - Friday; 8 am - 4:30 pm
Job Summary
The IT Support Specialist is a multifaceted role responsible for providing Tier 1 and Tier 2 technical support, as well as assisting with server maintenance and infrastructure operations. This position requires independent judgment, technical expertise, and the ability to prioritize and resolve complex issues. The role supports end users, maintains IT systems, and contributes to the stability and security of the organization’s technology environment. The position may require availability for after-hours support as needed to ensure continuity of operations.
Job Duties
o Provide Tier 1 and Tier 2 support for hardware, software, and network-related issues.
o Respond to and resolve help desk tickets, phone calls, and inquiries escalating when necessary.
o Install, configure, and maintain desktop and laptop systems, printers, and peripherals.
o Support and maintain Microsoft Windows OS, Office 365, and other enterprise applications.
o Assist with server maintenance tasks, including updates, patching, and monitoring.
o Manage user accounts and permissions in Active Directory.
o Maintain accurate documentation of IT assets, configurations, and procedures.
o Collaborate with the IT/GIS Director on infrastructure improvements and system upgrades.
o Participate in IT projects such as hardware refreshes, software rollouts, and system migrations.
o Be available for after-hours or weekend support as needed to resolve critical issues or perform scheduled maintenance.
o Exercise discretion and independent judgment in diagnosing and resolving technical issues.
o Perform other duties as assigned.
Job Qualifications
Minimum Education and Experience Required to Perform Essential Functions
o Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent experience.
o 2+ years of experience in IT support, including exposure to server environments.
o Strong troubleshooting skills and the ability to work independently.
o Excellent communication and customer service skills.
o Ability to manage multiple priorities and work under minimal supervision.
Certificates, Licenses, Registrations
o CompTIA A+
o CompTIA Server+
o CompTIA Net+
o CompTIA Security+
Preferred Knowledge & Technologies
o Windows 10/11 and Windows Server (2016/2019/2022)
o Active Directory and Group Policy
o Office 365 administration
o Remote support tools (ScreenConnect, ManageEngine)
o Virtualization platforms (e.g., Scale, Hyper-V)
o Patch management and endpoint protection tools
o PowerShell scripting (basic to intermediate)
o Network fundamentals (TCP/IP, DNS, DHCP, VPN)
o IT asset management and documentation best practices
Critical Success Factors (Essential skills and behaviors a person must regularly demonstrate critical for job success)
o Adaptable/Flexible: Consistently open to new ideas; quickly adapts to changing situations; applies different approaches in situations with different people for desired outcomes; applies new perspectives, ideas, techniques and focus as required.
o Communication: Ability to clearly & accurately convey information verbally and in writing, consistently using appropriate language / grammar for the situation. Ability to convey information to internal/external audiences in a clear and concise manner; effectively presents to groups or one-on-one; able to write documents, procedures and other communications.
o Customer Service Oriented: Understands and anticipates internal / external customer needs providing prompt attention and service; committed to creating a customer experience of loyalty and trust by ensuring issues are satisfactorily resolved; consistently displays professionalism, treating customers with courtesy and respect while demonstrating honesty and sincerity. Goes above and beyond “the call of duty” when necessary for resolution increasing customer satisfaction. Treats problems with a sense of urgency so the customer feels important and fairly treated.
o Initiative: Knows what needs to be done or should be done and takes action without waiting for order or request; when situations are above authority level, brings issues to superiors for possible action.
o Interpersonal Skills: Relates to others, relays messages and acts in ways that typically gains trust, understanding, and favorable responses. Has ability to deliver negative messages in a manner that will help gain acceptance with audiences.
o Problem Solving/ Judgment: Able to assess issues, identify root causes and formulate solutions systematically or on the fly applying knowledge, creativity, experiences and sound judgment tapping into available information and other applicable resources. Able to troubleshoot in stable or uncertain conditions.
o Team Oriented / Collaborative: Works jointly and in tandem with others to produce specific outcomes; willingly shares knowledge and assists others as needed; willingly participates and contributes ideas, suggestions, and solutions as a member of a team to help move the entire team towards successful goal completion.
o Willingness to Learn: Is eager to accept new challenges and be exposed to different aspects of the business, assimilating and applying new concepts and information.
