IT Support Specialist

NEFCO; East Hartford (CT); On-site; USD 34,000 - 52,000; Full time

Job summary

NEFCO in East Hartford, CT is seeking a Desktop Support Specialist to provide Tier 1 IT support for hardware and software across the organization. You will diagnose issues, answer inquiries, and deliver responsive remote and on-site assistance for a diverse user base.

Key responsibilities include triaging requests in the ticketing system, deploying new hardware, maintaining inventory, and documenting resolutions.

Qualifications

• 2+ years in a Desktop Support or Help Desk role.
• Bachelor’s degree in computer science, information systems, or equivalent experience.
• Experience with ticketing systems and Windows OS required.

Responsibilities

• Fundamental Technical Support & Troubleshooting.
• Perform Tier 1 diagnosis, testing, and resolution for hardware and software issues.
• Provide technical support for desktop PCs, laptops, printers, desk phones, fax machines, and mobile devices.
• Support software applications including Microsoft Office, Autodesk, Epicor Eclipse, and Adobe products.
• Use remote control software to assist off-site staff and branch colleagues.
• Triaging, prioritizing, and managing multiple inquiries in a fast-paced environment.
• Document issues, communications, and resolutions in the ticketing system.
• Escalate complex issues to Tier 2 or other IT teams as needed.
• Deploy new hardware and software for hires and upgrades; configure mobile devices.
• Maintain IT hardware/software inventory and assist with disposal per policy.
• Deliver excellent customer service across all organizational levels.
• Participate in rotating on-call after-hours support and adhere to IT policies.

Skills

Communication skills

Problem-solving

Documentation

Teamwork

Independent work

Education

Bachelor's degree in computer science or information systems

Tools

Windows OS

VoIP knowledge

Office 365

Freshservice/ITSM

Dell hardware

HP printers

Zebra printers

Mitel phones

Epicor Solar Eclipse

Job description

Description

Job Summary

• Fundamental Technical Support & Troubleshooting
• Perform Tier 1 diagnosis, testing, and resolution for hardware and software issues.
• Provide technical support for a range of hardware including desktop PCs, laptops, printers (HP, Zebra), desk phones (Mitel), fax machines, and mobile devices (iPhone, Android).
• Support a variety of software applications, including but not limited to, the Microsoft Office suite, Autodesk, Epicor Eclipse, and Adobe products.
• Utilize remote control software to efficiently assist off-site staff and colleagues at branch offices.
• Assist in providing support for server-based applications and other IT-related systems such as videoconferencing and IP phones.
• Apply a foundational understanding of client/server network environments and VPN technology to troubleshoot connectivity issues.
• Service Request & Incident Management
• Act as the first point of contact for all incoming IT support requests.
• Triage, prioritize, and manage multiple colleague inquiries simultaneously in a fast-paced environment.
• Document all support issues, user communications, and resolutions comprehensively within the IT ticketing system.
• Escalate complex issues to Tier 2 support or other IT teams as appropriate, ensuring a smooth hand-off.
• Hardware & Software Lifecycle Management
• Deploy new hardware systems and software applications for new hires and as part of employee upgrade cycles.
• Configure and deploy company-approved mobile devices to colleagues.
• Assist with the tracking and management of IT hardware and software inventory.
• Contribute to the efficient and proper disposal of retired or expired hardware in accordance with company policy.
• Service Delivery & Documentation
• Deliver an outstanding and professional customer service experience to all Tiers of the organization, from entry-Tier to executive leadership.
• Maintain clear, timely, and professional communication with end-users regarding the status of their requests.
• Create and maintain documentation for technical processes, findings, and resolutions.
• General Duties
• Participate in a rotating on-call schedule to provide after-hours support.
• Adhere to all IT policies and procedures.
• Perform other related duties as assigned.

Preferred Qualifications

• Experience: A minimum of 2 years working in a Desktop Support or Help Desk role.
• Education: Bachelor’s degree in computer science, Information Systems, or a related field; or an equivalent mix of an Associate's degree and/or additional relevant IT experience.
• Technical Skills:
• Proficiency with Windows Operating Systems.
• Working knowledge of VoIP and current mobile device platforms (iOS & Android).
• Experience with ticketing systems is required.
• Experience with Dell business-class hardware, HP/Zebra printers, Mitel phone systems, and Epicor Solar Eclipse is considered a plus.
• Working knowledge of Office 365 Enterprise suite (Exchange, Teams, SharePoint, MFA).
• Experience with Freshservice or other ITSMs.
• Professional Skills:
• Excellent verbal and written communication skills, strong problem-solving abilities, and meticulous documentation habits.
• Proven ability to work effectively both independently and as part of a team.

Additional Requirements

• Ability to occasionally travel to other company sites within driving distance (mileage will be reimbursed).
• Must be able to handle multiple inquiries and requests in a fast-paced environment.
• The ability to occasionally lift and move equipment and boxes weighing up to 40+ pounds.