IT Support Specialist

Job Summary

The Support Specialist serves as an IT generalist responsible for the setup, installation, troubleshooting, maintenance, and upgrading of hardware and software systems. This role handles incoming support requests, diagnosing and resolving technical issues related to desktops, laptops, and network services, both on-site and via remote access. The Support Specialist provides timely resolutions or escalates issues to appropriate technical teams, while keeping users and management informed of case progress. In addition, this position develops and documents standard operating procedures, delivers customer-focused IT support, and fosters positive working relationships with employees across the organization.

Essential Functions

• Provide timely resolution of technical support requests for supported products and systems, with a focus on achieving first-call resolution.
• Perform regular maintenance and updates to ensure systems remain secure, reliable, and available to users.
• Collaborate with users and IT staff to gather requirements, design solutions, and support the deployment of servers, directories, wireless networks, and backup systems. Recommend improvements or changes to address location-specific challenges.
• Install, configure, maintain, and troubleshoot hardware, software, and network devices. Conduct diagnostics and integrate new technologies to ensure optimal system performance.
• Escalate issues according to defined procedures, documenting findings, performance concerns, and recurring trends. Stay current with supported products and emerging support tools. Coordinate with IT team members to maintain consistency across hardware, software, and databases while identifying opportunities for improvement.
• Support application software integration and rollouts. Provide end-user technical assistance, first-level Help Desk support, and user account management. Configure, test, and monitor equipment while diagnosing and resolving issues.
• Assist departments with backup planning, system security, and disaster recovery strategies to ensure business continuity.
• Adhere to established IT standards, ensuring all work is fully documented, tested, and delivered to meet quality and client expectations.
• Performs other related duties as assigned by management.
  
  
  

Qualifications

Technical Competencies:

• Associate’s degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of education and professional experience.
• Minimum of two (2) years of experience in IT Department.
• Technical expertise disciplines such as, but not limited to: Computer Systems Architecture, Application Systems, and Network infrastructure.
• Professional experience within Microsoft and Citrix environments, including Active Directory, Windows OS, macOS, and Microsoft Teams telephony.
• Prior experience providing user support and help desk services.
• Additional experience with Microsoft Entra, Intune, Active Directory, and Remote Support technologies is desired.
• Strong analytical and problem-solving skills, with the ability to support end users effectively.
• Excellent verbal and written communication skills, including the ability to convey technical information to non-technical end-users.
• Proven ability to work across organizational boundaries to identify business needs and deliver appropriate technology solutions.
  
  
  

Physical/Environmental Requirements

• May have to perform duties in tight spaces (phone closet, etc.)
• Lift up to 40 lbs.
  
  
  

Pay range $32.00 - $34.00/hour DOE

At Chatsworth Products, you will also enjoy the unique benefits of becoming an Employee Owner. These include having an equal share and stake in the company’s success and revenue, whether through annual profit sharing, vested ownership shares of a long list of standard benefits that remind our Employee Owners they’re valued, respected, and trusted to help guide the company’s future.

Equal Opportunity Employer/Veterans/Disabled