IT Support Specialist | Onsite & Remote Help Desk Pro

Nefco Corp.; East Hartford (CT); On-site; USD 50,000 - 70,000; Full time

Job summary

The IT Customer Experience Specialist serves as the primary point of contact for technical support within NEFCO, delivering on-site and remote IT assistance and handling triage, diagnosis, and resolution of issues while managing hardware and software lifecycles.

The role supports desktops, laptops, printers, phones, and mobile devices, uses Office 365 and common business software, and emphasizes clear communication and thorough documentation to ensure timely, high-quality customer service.

Qualifications

• Minimum 2 years in a Desktop Support or Help Desk role.
• Experience with Windows operating systems and ticketing systems.
• Proficiency with Office 365 and mobile device platforms (iOS & Android).
• Experience with Dell hardware, printers, Mitel phones, and Epicor Solar Eclipse is a plus.

Responsibilities

• Provide Tier 1 diagnosis, testing, and resolution for hardware and software issues.
• Serve as the first point of contact for IT support requests and manage tickets.
• Deploy and configure hardware for new hires and upgrades; support mobile devices.
• Document issues and resolutions; escalate to Tier 2 as needed.
• Maintain policy-compliant inventory tracking and after-hours on-call coverage.

Education

Bachelor’s degree in computer science or information systems

Associate degree + relevant IT experience

Tools

Freshservice or other ITSMs

Office 365 (Exchange, Teams, SharePoint, MFA)

Dell hardware

HP printers

Zebra printers

Mitel phones

Epicor Solar Eclipse

Windows Operating Systems

VoIP

iOS & Android mobile devices

Job description

The IT Customer Experience Specialist serves as the primary point of contact for technical support within NEFCO, delivering on-site and remote IT assistance and handling triage, diagnosis, and resolution of issues while managing hardware and software lifecycles.

The role supports desktops, laptops, printers, phones, and mobile devices, uses Office 365 and common business software, and emphasizes clear communication and thorough documentation to ensure timely, high-quality customer service.