IT Support Specialist - End-User Expert

Tecnica Group; West Lebanon (NH); On-site; USD 52,000 - 75,000; Full time

Job summary

Tecnica Group is seeking an IT Support Specialist to support end users across the Tecnica Group North America organization. You will handle hardware and software support, help desk ticket management, installation of computer systems, tablets, and phones, and support hybrid meeting spaces.

Expanded responsibilities in IT infrastructure and networking may be assigned based on your skill set. The role includes onboarding/offboarding, access controls, software deployment, and maintaining networks

Qualifications

• Experience with Microsoft Active Directory and the Microsoft 365 cloud environment, including Exchange Online and Entra ID.
• Experience working with Microsoft Office 365 setup and operations.
• Experience managing VOIP, cell phone and tablet setup and maintenance.
• Experience operating Audio/Video equipment.
• Familiarity with networking infrastructure including switches, firewalls, VLAN, wireless and SD-WAN.
• Ability to administer enterprise wireless networks.
• Comfort supporting Windows and/or Linux servers under guidance from remote Network administration
• Experience with MDM platforms (Mosyle, Jamf, Intune, or similar) for device management.
• Experience using scripting languages (PowerShell, bash, Python) to automate IT tasks.
• Experience with Cisco networking equipment a plus.
• Working knowledge of internet security and data privacy principles and best practices.
• Occasional overnight travel to other locations where remote support is not possible. Ability to travel to Canada is required.

Responsibilities

• Builds trust and confidence by providing clear and timely status updates for help desk tickets or projects.
• Provide confidence-inspiring service through patience, positivity, and attentive listening to users’ issues.
• Responds in a timely manner to service issues and requests sent in through the help desk portal, including handling request escalations.
• Installs, configures, maintains, and monitors IT hardware including desktop PCs, laptops (Windows and MacOS), VOIP phones, printers.
• Oversees the onboarding and offboarding of users.
• Creates and manages access controls on IT infrastructure.
• Installs, configures, and supports business critical software across the company.
• Implements policies, procedures, and best practices as laid out by the global IT team.
• Plans and makes recommendations for future IT projects and improvements to IT infrastructure.
• Maintains inventory records of both hardware and software.
• Provides technical support for all departments across multiple physical locations.
• Basic repairs and replacement of equipment as necessary.
• Follow emergency plans for equipment, security or power failures when necessary.
• Manages and troubleshoots mapped network drives and file share access.
• Documents procedures, asset configurations, and maintains accurate help desk ticket records.

Skills

Active Directory

Microsoft 365

Office 365

PowerShell

Python

Customer service

Communication

Time management

Troubleshooting

Problem solving

Education

Certification and degree in information technology or related field

Tools

Microsoft Exchange Online

Entra ID

MDM platforms (Mosyle, Jamf, Intune)

VOIP systems

Networking hardware (switches, firewalls, VLAN)

Cisco equipment

Linux/Windows servers

Scripting: PowerShell, Bash, Python

Job description

Tecnica Group is seeking an IT Support Specialist to support end users across the Tecnica Group North America organization. You will handle hardware and software support, help desk ticket management, installation of computer systems, tablets, and phones, and support hybrid meeting spaces.

Expanded responsibilities in IT infrastructure and networking may be assigned based on your skill set. The role includes onboarding/offboarding, access controls, software deployment, and maintaining networks