IT Support Specialist

Description

Overview

The IT Support Specialist plays a critical role in ensuring Surf’s team members receive prompt, effective technical support. This role is grounded in a customer-first mindset – our internal team members are the IT department’s primary customers. The Support Specialist will be responsible for diagnosing, troubleshooting, and resolving hardware and software issues with an emphasis on timely resolution, customer satisfaction, and proactive communication.

This position requires working from a designated Surf office location and may involve travel to other offices. It also requires hands-on technical work, including the physical installation and maintenance of networking, peripheral and security hardware.

Reports To: Director of IT

Department: IT

Job Status: Exempt

Responsibilities

Technical Support & Troubleshooting

• Provide Tier 1 and Tier 2 technical support to internal employees, ensuring a delightful and effective IT experience.
• Address issues related to computer hardware, software, networking, and security.
• Review diagnostics and assess the functionality and efficiency of systems, escalating as needed.
  
  

Communication & Customer Experience

• Respond to internal support requests promptly via the customer’s preferred channel (email, phone, chat, in-person).
• Proactively switch to more effective communication methods when needed to avoid prolonged issue resolution.
• Deliver high-quality, empathetic, and solutions-focused customer service.
• Foster positive and professional relationships with internal team members.
  
  

Hands-On Field Work

• Physically install and maintain:
• Wireless access points
• Network switches and routers
• Battery backup (UPS) units
• Office and Individual User Printers
• Security system components (cameras, door entry systems, etc.)
• Support physical infrastructure at office locations, including setup and teardown for office moves, expansions, or new deployments.
• Travel to remote offices required for support of networks and users
  
  

Systems & Asset Management

• Manage user provisioning, authentication, and device lifecycle (including shipping, receiving, and imaging computers).
• Maintain accurate hardware inventory across Surf’s Elkhart and LaPorte warehouses.
• Support internal systems such as: phone systems, ticketing software, NetSuite, MBS, and Site Tracker.
  
  

Onboarding & Collaboration

• Partner with HR to ensure all IT systems are provisioned and operational for new hires by Day One—whether on-site or remote.
• Participate in predefined IT projects delivered from the Director of IT.
  
  

Continuous Improvement

• Stay informed on evolving IT support best practices, tools, and technologies.
• Identify process improvements and contribute ideas to improve the end-user experience.
  
  

Performance Expectations

• Prioritize resolution speed and customer satisfaction (as measured by metrics such as CSAT scores).
• Use the most efficient communication method available to avoid extended delays in resolving issues.
• Demonstrate ownership of issues through resolution.
• Remain adaptable and responsive to shifting priorities and urgencies in a dynamic IT environment.
  
  

Qualifications

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred, but not required.
• 3–5 years of hands-on experience in IT support roles.
• Strong working knowledge of operating systems, enterprise software, and network hardware.
• Excellent problem-solving, critical thinking, and troubleshooting skills.
• Strong communication skills (verbal and written).
• Reliable, self-motivated, and highly customer-focused.