IT Support Specialist

Position Summary

The IT Support Specialist employee plays a critical role in ensuring the seamless operation of the payroll bureau by addressing the technical needs of staff. This position is responsible for providing technical support related to system access, setup, and troubleshooting to enable employees to perform their job functions effectively. The IT Help Desk employee serves as the first point of contact for technical issues, resolves user access concerns, ensures systems are configured appropriately, and collaborates with other departments to support technology-related initiatives. Strong communication, problem-solving, and technical skills are essential to ensure the payroll bureau's staff have the tools and resources needed for success.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Respond to user inquiries via phone, email, chat, or ticketing systems Diagnose and troubleshoot technical issues related to software, hardware, and network connectivity.
• Assist with the installation, configuration, and maintenance of computer systems and applications.
• Document and track issues, solutions, and updates in the help desk system.
• Provide step-by-step instructions and guidance to resolve user problems.
• Escalate complex issues to higher-level support teams when necessary.
• Educate users on basic IT practices and self-help resources.
• Maintain and update knowledge bases with solutions and technical documentation.
• Monitor system performance and ensure IT policies are followed.
• Collaborate with other IT staff to implement system improvements.
• Strong knowledge of Windows operating systems and common office software.
• Strong knowledge of Zoom Workplace and set up.
• Familiarity with troubleshooting hardware, printers, and mobile devices.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS).
• Responsible for IT inventory control
• Other duties as assigned

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Associates degree preferred in related field, or equivalent combination of education and work experience.

• Previous experience in a technical support or help desk role is required
• Strong problem-solving and organizational abilities.
• Strong experience in Microsoft programs.
• Ability to work in a fast-paced environment and meet deadlines.
• Professional demeanor and communication skills required.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this position successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the functions of this job, an employee must walk, stand, or remain stationary during the entire shift. The employee is regularly exposed to strong cannabis odors and frequently required to handle cannabis products. Employee must be able to reach continuously, bend, lift, carry, stoop and wipe with the potential for slipping or tripping. Employees must frequently wash their hands and lift or move up to 25 pounds.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to accommodate individuals with disabilities reasonably. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

The Company is an Equal Opportunity Employer and complies with ADA regulations as applicable.