IT Support Specialist

The Timberline Group; Affton (MO); In loco; USD 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

The Timberline Group is seeking an IT Support Specialist in Missouri to provide first-level desktop and end-user support for Windows 11 devices, Microsoft 365, printers, peripherals, and warehouse technology.

You will own tickets from intake to resolution, document steps, meet SLA expectations, and collaborate with IT staff to maintain hardware, software, and security readiness in office and warehouse environments. Local candidates and on-site work are required.

Competenze

• Associate degree preferred; equivalent experience considered.
• 2–3 years in desktop support or helpdesk.
• Strong knowledge of Windows 11, Microsoft 365, Active Directory, networking.
• Hands-on hardware experience with Dell laptops/desktops, including diagnostics and firmware.
• Experience supporting printers and office technology.
• Ability to explain technical concepts to non-technical users.
• Excellent communication and customer service.

Mansioni

• Provide first-level desktop and end-user support for Windows 11, M365, printers, peripherals, and warehouse devices.
• Troubleshoot hardware, application, account, printer, and network issues.
• Own tickets from intake to resolution or escalation.
• Document steps, updates, and next actions in the ticketing system.
• Communicate with users to provide updates and confirm resolution.
• Escalate complex issues with clear notes to IT resources.
• Meet SLA expectations for response, follow-up, and resolution.
• Support Dell laptops/desktops hardware diagnostics, BIOS, firmware and driver management.
• Maintain inventory records for IT equipment.
• Assist onboarding/offboarding tasks and access updates.
• Support MFA/DUO, Microsoft 365 access, Outlook/Teams/OneDrive.
• Basic Active Directory checks when authorized.
• Support warehouse tech such as Zebra scanners and Android tablets.
• Identify security incidents or suspicious emails.

Conoscenze

Windows 11

Microsoft 365

Active Directory

Hardware troubleshooting

Customer service

Communication

Problem solving

Team player

Formazione

Associate degree in IT/CS

Strumenti

Dell hardware

IT ticketing system

KnowBe4

NinjaOne

BeyondTrust

Intune

Descrizione del lavoro

US Citizens or GC Holders only
Must be on our W2- no C2C
Direct - Hire
Local candidates only
Onsite- 4-5 days per week

The IT Support Specialist provides first-level technical support to end users, ensuring timely resolution of hardware, Windows 11, Microsoft 365, printer, connectivity, warehouse technology, and approved business application issues. This role focuses on excellent customer service, accurate ticket documentation, SLA adherence, and support of daily IT operations across office and warehouse environments.
Key Responsibilities

• Deliver first-level desktop and end-user support for Windows 11 devices, Microsoft 365, printers, peripherals, connectivity, warehouse devices, and approved business applications.
• Troubleshoot common hardware, application, account, printer, and network connectivity issues.
• Take ownership of assigned support tickets from intake through resolution or escalation.
• Document troubleshooting steps, user communication, resolution details, and next actions in the ticketing system.
• Communicate regularly with end users to provide updates, gather information, and confirm issue resolution.
• Escalate complex issues to the IT Support Supervisor or appropriate IT resource with clear notes and steps already completed.
• Meet established SLA expectations for ticket response, follow-up, and resolution.
• Provide hands-on support for Dell laptops and desktop PCs, including hardware diagnostics, BIOS configuration, firmware updates, driver management, and basic component replacement such as RAM, SSDs, and batteries.
• Assist users with approved peripherals such as monitors, keyboards, mice, headsets, docking stations, and other workstation equipment.
• Perform basic device troubleshooting, including reboot validation, Windows update checks, driver status review, application checks, and connectivity testing.
• Maintain accurate inventory records for laptops, desktops, tablets, scanners, printers, and related IT equipment.
• Update asset records with assigned users, serial numbers, device locations, equipment status, and equipment changes.
• Assist with onboarding, transfer, and offboarding tasks by validating information, confirming access or equipment status, and updating tickets.
• Support users with first-login issues, password resets, MFA/DUO enrollment, Microsoft 365 access, Outlook, Teams, OneDrive, and account lockouts.
• Assist with basic Active Directory checks such as account status, group visibility, and password reset support when authorized.
• Support basic troubleshooting for approved business applications such as SAP, Zscaler/P21, RingCentral, and PrinterLogic.
• Provide first-level support for warehouse technology, including Android tablets, Zebra scanners such as MC9300/MC9400 and TC series devices, label printers, and related operational devices.
• Troubleshoot scanner connectivity, device login, application access, printer mapping, print queues, label printing issues, and basic warehouse Wi‑Fi issues.
• Identify and report suspicious emails, unusual account activity, endpoint issues, or possible security incidents.
• Assist users with basic KnowBe4 training access issues and security awareness questions.
• Create and update knowledge base articles, user-facing instructions, checklists, and documentation for common first-level support issues.
• Recommend improvements when repeated tickets show the need for better documentation or user guidance.

Requirements

• Associate’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience may be considered.
• 2–3 years of hands-on experience in desktop support, helpdesk, or a similar IT support role.
• Solid working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking.
• Strong hands-on hardware experience with Dell business-class laptops and desktops (Latitude, OptiPlex, and Precision), including diagnostics, BIOS configuration, firmware and driver management, and basic component replacement such as RAM, SSDs, and batteries.
• Experience supporting printers, peripherals, and common office technology.
• Ability to troubleshoot hardware, account, application, printer, and connectivity issues.
• Ability to support users in both office and warehouse environments.
• Proven ability to explain technical concepts clearly to non-technical users.
• Strong customer service orientation with a proactive approach to resolving issues.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Team player who collaborates effectively with colleagues across departments.
• Familiarity with IT ticketing systems, inventory records, and knowledge base documentation.
• Preferred / Extra Value Experience
• Basic exposure to Microsoft Intune, device compliance, device enrollment, or endpoint management.
• Basic exposure to Windows Autopilot enrollment or device provisioning workflows.
• Familiarity with BeyondTrust, NinjaOne, or endpoint remote support tools.
• Basic understanding of Windows update validation, driver checks, firmware checks, and patching concepts.
• Familiarity with KnowBe4 training support or security awareness follow-up.
• Experience supporting warehouse technology such as Android tablets, Zebra scanners, Zebra label printers, or Lexmark printers.

Additional Information

• This is a fully in-office position with no remote work option.
• Minimal travel may be required for on‑site support or equipment coordination.
• Work hours may occasionally vary to accommodate support needs across international locations or after-hours incidents.

"Delivering quality solutions through quality people"