IT Support Specialist

Twotrees Technologies is not just about technology; it's about integrity, expertise, and a relentless pursuit of innovation. We are guided by the belief that it’s better to invest in excellence upfront than to compromise and constantly apologize for subpar products. We are committed to delivering reliable, top-tier solutions that reflect our dedication to integrity and long-term value.

At Twotrees Technologies, we’ve spent over 30 years delivering top-tier products and innovative solutions that drive success in education and enterprise systems. Our commitment to quality is unwavering—we partner only with trusted manufacturers, ensuring that our customers receive reliable, cutting-edge technology. From our early days installing networks in the 80’s to now supporting complex ecosystems with a focus on cybersecurity, we’ve built a reputation for excellence across the U.S.

Job Purpose

This position provides IT support for Twotrees Technologies customers. This includes supporting Chromebooks, PCs, peripherals, wired and wireless networks and working with a team to provide remote and onsite assistance.

Duties and Responsibilities

• Installation: Installing and configuring desktop computers and related hardware
• Troubleshooting: Diagnosing and fixing computer hardware and software issues
• Network setup: Setting up computer networks and network infrastructure equipment as designed by the Network Engineering team.
• Backup and recovery: Implementing backup and recovery procedures
• Malware protection: Updating malware protection devices to prevent viruses and hacking
• Customer support: Assisting employees and customers with IT-related problems
• Project support: Providing project support for new and modified systems.

Essential Functions

• Customer IT Support: Provide remote and onsite IT support, troubleshooting and resolving issues with Chromebooks, PCs, peripherals, and network equipment.
• Diagnostics and Problem Resolution: Perform diagnostics and first-line resolution of reported issues related to hardware, software, and network systems, ensuring timely and effective solutions.
• Hardware and Software Management: Install, configure, and relocate hardware and software for workstations, including creating software deployment packages for updates and new installations.
• Helpdesk Assistance: Respond to helpdesk emails and phone calls, creating and managing service tickets in the helpdesk system to track and resolve IT issues.
• Inventory and Reporting: Assist in managing and updating inventory records for workstations and associated equipment. Prepare and maintain operating reports related to IT support and inventory.

Qualifications

• A high school or equivalency diploma, a bachelor’s degree in Information Technology or a closely related field, or measurable experience where a primary function of the position was the installation, operation, maintenance, and diagnosis of workstation problems and associated equipment.
• A valid license to operate a motor vehicle in the State where the applicant is working at the time of appointment and maintaining it while in possession are also required.
• Must be able to pass a background check with no issues that would preclude being able to work in a K-12 environment.
• Excellent customer service skills to work effectively with clients and vendors.
• Ability to install/deploy Windows-based computers from an image or manual installation.
• Active Directory User, Group, GPO administration.
• MS Office support.
• Possess a working knowledge of hardware components, hardware configurations, and have strong software experience.
• Knowledge in Chromebook support
• PowerShell scripting is a bonus.
• Knowledge of web browsers (Chrome, IE, Edge)
• Efficient in preparing and sharing technical documentation using Microsoft Office Word, Excel, PowerPoint, and Visio.
• Strong written, communication, and presentation skills.
• Ability to work effectively and efficiently in a fast-paced, rapidly changing environment.
• Ability to work independently and identify opportunities for process improvement.
• Desire to learn new skills, take on new tasks as needed, and work as part of a team.
• Experience with troubleshooting networking switches and wireless controllers would be beneficial.

Working Conditions

• Productively work in a business casual office environment.
• Engage in a collaborative team environment to troubleshoot and resolve technical issues.
• Adapt to a fast-paced and occasionally high-pressure environment, especially during critical system outages or high-priority incidents.
• Communicate effectively with clients and team members in person and through various digital communication tools.
• Occasionally work outside regular business hours to address urgent technical issues or perform system maintenance.

Physical Requirements

• Ability to lift 50 lbs.
• Ability to stoop, crouch, bend, and turn as needed to perform various tasks.
• Consistent use of hands and fingers for typing.
• Consistent use of eyes to analyze monitoring applications, spreadsheets, systems, and web on a computer screen.

Travel Requirements: Requires occasional regional travels to various customer sites to troubleshoot hardware, software, and network issues.
Classification*: Hourly/Non-Exempt
Position Type: Fulltime
Direct Reports: n/a
Safety Sensitive: No

Ready to join a team that values innovation and excellence? Apply now!

Equal Opportunity Employer
Twotrees is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Legal Disclaimer
This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. Twotrees reserves the right to modify this job description at any time, with or without notice. Employment with Twotrees is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. Twotrees will provide reasonable accommodations for qualified individuals with disabilities.

Experience

• Experience with installation, operation, maintenance, and diagnosis of workstation problems and associated equipment.

Education

• High School or better

• Bachelors or better

Skills

• Detail-oriented
• Written communication
• Oral communication
• Critical thinking
• Computer skills

Behaviors

• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Functional Expert: Considered a thought leader on a subject
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group

Motivations

• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Self-Starter: Inspired to perform without outside help
• Goal Completion: Inspired to perform well by the completion of tasks

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)