IT Support Specialist

We are seeking a dedicated and skilled Site IT Support Specialist to join our IT team. The successful candidate will serve as the initial point of contact for technical support for the site and will be responsible for troubleshooting and supporting all PC/Mac desktops, laptops, and mobile devices, ensuring they operate efficiently both locally and remotely. This role includes a variety of tasks such as break-fix support, desk-side assistance, new software installations, and inventory/asset management.

Candidates for this position must possess strong customer service and communication skills and will be expected to display a high level of independent problem-solving and self-management skills. Knowledge of modern operating systems and MS Office 365 suite is essential.

The role will support our Headquarters in Ashland, MA.

Primary Responsibilities:

• Act as the primary technical contact, providing support to company employees by identifying, troubleshooting, analyzing, and solving OS, software, and hardware problems both on-site and remotely.
• Install, support, and maintain computer desktops, laptops, phones, tablets, printers, and/or related hardware and software, including imaging/deploying computers and peripherals for new hires.
• Respond to requests for technical assistance in person, via phone, and electronically in a professional and friendly manner.
• Follow-up on ticket requests with customers and escalate if needed.
• Provide basic Active Directory Users & Computers Support.
• Manage Windows and MacOS and device deployment by MDM solutions.
• Manage and coordinate logistics of IT equipment.
• Maintain IT assets and keep asset management systems up to date.
• Support local IT infrastructure in conjunction with the central infrastructure team.
• Observe and enforce group IT guidelines and IT standard operating procedures.
• Keep internal documentation and IT service management systems up to date.
• Cultivate good working relationships with end users and team members.
• Ability to work efficiently in a fast-paced environment with frequent reprioritization.
• Work with a sense of urgency to restore services and delight customers.
• Own and drive the resolution of issues, collaborating with central IT as needed to achieve a steadfast and satisfactory closure of problems within SLA.
• Experience with Dell and Lenovo support.

Requirements:

• Strong technical skills in supporting and troubleshooting PCs, Macs, and related hardware/software.
• Basic network troubleshooting skills (TCP/IP, DNS, DHCP).
• Knowledge of Windows 10/11 and MacOS.
• Knowledge of Microsoft 365 suite and other Microsoft applications and products.
• Ability to work onsite full-time and handle physical tasks related to IT equipment.
• Fluent in English, both written and spoken.
• Excellent communication and problem-solving skills.
• Ability to work well in a team and under tight deadlines.
• High school diploma or equivalency required.

Preferred Experience:

• CompTIA or Microsoft Certifications or comparable experience.
• Experience with provisioning devices using MDM, Intune and Autopilot or similar endpoint management technology.
• Basic Microsoft Active Directory knowledge.

Kidde-Fenwal Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other federally protected class