What are the responsibilities and job description for the IT Support Specialist position at HexArmor?
COMPANY OVERVIEW
HexArmor® is a leader in developing some of the most advanced PPE solutions. At HexArmor®, we believe safety is not a luxury – it’s a necessity. Since day one, we have worked together with our customers to deliver innovative and effective PPE solutions to keep their workers safe.
SUMMARY
The IT Support Specialist provides frontline technical support to users, manages hardware and software setup, and addresses basic network and connectivity issues. As part of downstream IT, this role has an opportunity to serve as an in-person support contact, handling onsite troubleshooting, coordinating workstation setups, and assisting with onboarding and offboarding processes. HexArmor leverages a Managed Service Provider (MSP) for initial user support and support escalations, and the IT Support Specialist will work in partnership with the MSP, helping to provide any hands-on requirements and coordinating support handoffs when needed. Additionally, this role plays a key part in maintaining IT infrastructure, managing peripheral devices, and supporting security awareness initiatives.
LOCATION
Corporate Headquarters - 640 Leffingwell Ave. NE Grand Rapids, MI 49505
RESPONSIBILITIES
- Serve as the onsite IT presence, handling frontline troubleshooting and coordinating service requests with the MSP
- Guide users to submit IT tickets to the MSP via chat, email, or phone
- Monitor and assist with applicable open tickets on a daily basis
- Facilitate onboarding for new employees, ensuring proper physical placement of workstation setup and application access
- Onsite set up and maintenance of workstations including PCs and Macs, while coordinating escalated hardware issues with the MSP
- Manage and maintain conference room AV equipment and warehouse label printers, coordinating with vendors for maintenance and replacements
- Troubleshoot and replace peripherals such as keyboards, mice, headsets, monitors, docking stations and cables
- Support user onboarding and offboarding by managing accounts in Active Directory and Microsoft 365, installing workstations, and populating user creation forms, while collaborating with HR on hiring forecasts
- Manage endpoint asset lifecycles
- Resolve basic network connectivity issues in meeting rooms and escalate complex issues to the MSP as needed
- Manage telephony systems and related peripherals, including DialPad, desk phones, headsets and VoIP setups
- Educate users on security best practices and assist in managing the Security Awareness Training (SAT) campaign alongside MSP
- Attend regular support and strategy cadence meetings with IT leadership and the MSP to coordinate tickets and ongoing initiatives
QUALIFICATIONS
- 1-2 years of experience in IT support, help desk, or a similar technical role
- Experience with Active Directory and Microsoft Office 365 suite
- Troubleshooting skills for hardware, software, and network connectivity issues
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
- Service-oriented mindset with a customer-centric approach to IT support
- Proficiency in supporting Windows and Mac operating systems, along with basic troubleshooting of company-standard applications
- Strong organizational skills, with the ability to prioritize tasks in a fast-paced environment
- Basic understanding of IT security principles and user education on phishing awareness and security best practices
- Willingness to learn new technologies and improve IT support processes
COMPENSATION
Base salary and 10% performance bonus
ADDITIONAL PERKS
- Competitive salary and bonus plans
- Medical, dental, vision, and 401k benefits
- Paid Time Off
- Fast paced startup environment allowing flexibility for creative solutions
- Industry leading products you can feel proud to help create
** Employment offers are contingent upon an E-Verify check and the successful completion of a pre-employment drug screen and background check **
