IT End User Support Specialist

Job Title: IT End User Support Specialist

Department: Information Technology

Reports to: Director of IT

Approved by / Date: F. Caron, 03.2025

Supervisory Responsibilities: No

FLSA Status: Exempt / Salaried

Position Summary:

Provides professional support for end users of personal computers or their associated networks, hardware, software, or peripherals. This role requires a diverse skill set to investigate, diagnose, and resolve technical issues while implementing effective long-term solutions. Working collaboratively in a team environment, the role combines technical expertise with strong problem-solving and interpersonal skills to ensure exceptional customer service, enhance organizational productivity, and improve user satisfaction

Key Job Responsibilities:

• Provide tier one technical support to end-users, including but not limited to onboarding process for new users, maintain user personal computers and maintain computer network systems with necessary upgrades and configurations.
• Assist in the deployment and maintenance of IT infrastructure including workstation, servers, peripherals and networking infrastructure.
• Install or modify software, as recommended or prescribed, for new hardware and various computer-related systems, and address new software or hardware issues with the current systems as needed.
• Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements.
• Report on improvements and solutions made, as well as any setbacks.
• Create, edit and update IT documentation including but not limited to training manuals, software deployment and installation documentation, and checklists, for new and updated software, hardware and various computer-related systems.

Position Requirements:

• Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems, or a related degree program preferred.
• Minimum 2-4 years providing technical support in an enterprise environment.
• Experience provisioning, deploying, troubleshooting, and repairing Windows PCs.
• Ability to work on-premises at our Decatur MI location with occasional travel to remote plants as needed.
• Experience with RMM tools, Ticketing Systems (FreshService), Asset Management, and Imaging.
• Basic understanding of networking concepts including TCP/IP, DHCP, DNS, VPN.
• Experience writing technical and user-facing documentation.

Primary Physical Requirements:

• Frequently required to use hands and fingers to handle, feel or operate office equipment, and reach with hands and arms.
• Frequently required to talk and hear.
• Frequently required to sit for long periods of time.
• Required to occasionally stand and walk.
• Occasionally required to lift, push, pull and/or move up to 20 lbs.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Required Safety Equipment:

• Safety glasses are always required on the production floor.
• Hearing protection is required in designated areas.