IT Support Specialist

Full-time position available with Haworth’s largest, global contract furniture dealer. Established in 1981, we are a 2nd generation, family-owned company looking for the ideal candidate to join our team.

Job Description:

The IT Support Specialist is responsible for providing technical assistance and support to end-users experiencing technical issues with hardware, software, and various computer systems. This role requires excellent communication skills, problem-solving abilities, and a customer-centric approach to ensure efficient and effective issue resolution. The IT Support Specialist will work closely with both technical and non-technical users to diagnose, troubleshoot, and resolve technical problems, thereby contributing to the overall productivity of the organization.

The IT Support Specialist plays a critical role in ensuring the smooth operation of an organization's technology infrastructure by providing timely and effective technical support to end-users. This position requires a combination of technical expertise, interpersonal skills, and a dedication to delivering exceptional customer service.

Technical Support:

• Respond to incoming requests for technical assistance via various communication channels (phone, email, chat, ticketing system).
• Diagnose and troubleshoot hardware, software, network, and system issues reported by end-users.
• Provide step-by-step instructions and guidance to users for issue resolution.
• Escalate complex or unresolved issues to higher-level support teams, as required.

Issue Resolution:

• Log all support interactions, including problem description, troubleshooting steps, and solutions provided, in the ticketing system.
• Prioritize and manage multiple support requests to ensure timely and accurate resolutions.
• Maintain a high level of ownership and accountability for issue resolution from start to finish.
• User Training and Education - Educate users on basic troubleshooting techniques and self-help resources to empower them to resolve common issues independently.
• Create and update user-friendly documentation and knowledge base articles for frequently encountered problems.

Hardware and Software Maintenance:

• Install, configure, and update software applications, operating systems, and device drivers.
• Assist with hardware setup, installations, and replacements.
• Collaborate with IT team members to ensure software and hardware components are up to date and secure.
• Communicate technical information to non-technical users in a clear and understandable manner.
• Provide regular updates to users on the status of their support requests.
• Collaborate with other IT team members to share information about recurring issues and potential improvements.
• Assist IT team with deployment of new or updated hardware and software across multiple office sites.
• Experience with VMWare and Windows Server preferred.

User Account Management:

• Assist with user account creation, password resets, and access management.
• Ensure compliance with security protocols and policies when granting or revoking user access.
• Identify trends in technical issues and recommend process improvements to minimize future incidents.
• Stay current with industry trends, new technologies, and best practices in IT support.

• Provide Tier 1 and Tier 2 technical support for end users across multiple office locations.
• Troubleshoot and resolve hardware, software, network, printer, and mobile device issues.
• Manage onboarding and offboarding activities, including account creation, permissions, and equipment setup.
• Deploy, configure, and maintain Windows workstations, laptops, and peripherals. Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Manage user accounts in Active Directory, Azure AD, and other business systems. Respond to and track help desk tickets while maintaining excellent customer service.
• Assist with endpoint management, software deployments, patching, and security initiatives.
• Create and maintain IT documentation, knowledge base articles, and support procedures.
• Coordinate with vendors and escalate issues when necessary.

• Assist with IT projects, office technology deployments, and infrastructure upgrades.                                                                                                                     .,.

• Support cybersecurity awareness programs and help identify potential security threats.

• Maintain IT asset inventory and equipment lifecycle records.

• Build strong relationships with employees and serve as a trusted technology resource.

• Strong customer service and communication skills. Excellent troubleshooting and problem-solving abilities.
• Highly organized with strong attention to detail.
• Self-motivated and able to work independently.
• Quick learner who can adapt to new technologies.
• Knows when to escalate issues and collaborate with senior IT staff.
• Takes ownership of issues from start to finish.

Qualifications:

• High school diploma or equivalent; bachelor's degree in a related field is a plus.
• Proven experience in technical support or customer service, preferably in a help desk environment.
• Strong problem-solving and analytical skills.
• Excellent communication skills, both verbal and written.
• Proficiency with desktop operating systems including Windows and macOS, and common desktop software applications.
• Working knowledge of computer hardware and networking concepts.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL are advantageous.