IT Support Specialist: Remote & Field Tech Expert

New River Electrical Corporation; Cloverdale (VA); On-site; USD 52,000 - 78,000; Full time

Job summary

New River Electrical Corporation seeks an IT Support Specialist to provide high-quality technical support for internal customers, including remote field personnel. You will resolve escalated issues, manage software deployments, and maintain documentation.

Reporting to the Help Desk Manager, you will help ensure secure, reliable technology operations, support Entra ID and Exchange Online, and contribute to onboarding/offboarding processes.

Qualifications

• Bachelor’s degree in Information Technology or related field, or equivalent experience.
• 2 years of Information Technology related experience.
• Experience with PCs, mobile phones, iPads, and software support.
• Experience supporting remote field personnel.
• Experience with desktop support running Windows 11 or newer and Microsoft Office.
• Experience with incident management tools.
• Experience installing, configuring, and supporting software applications.
• Experience researching technical issues and finding best fit resolutions.
• Basic understanding of network infrastructure, server infrastructure, data communications, and telecommunications systems.
• Understanding of basic security principles, procedures, and policies.
• Demonstrated ability to communicate effectively with peers and all levels of management.
• Strong leadership skills.
• Strong interpersonal, written, and oral communication skills.
• Ability to present ideas in a user-friendly language.
• Comfortable working with all levels of the organization.
• Strong organizational skills and demonstrated ability to be detail oriented.
• Must be willing to travel to remote sites

Responsibilities

• Resolve escalated technical issues from the service desk, ensuring timely resolution and customer satisfaction.
• Provide advanced troubleshooting and support for PCs, mobile phones, iPads, and peripheral hardware.
• Support remote field personnel via remote desktop tools and phone communication to ensure operational continuity.
• Manage and execute complex software installations, configurations, and updates across the organization.
• Administer user accounts, groups, and permissions within Microsoft Entra ID and Exchange Online.
• Assist the Help Desk Manager in creating and maintaining technical documentation, SOPs, and knowledge base articles.
• Perform hands-on hardware deployment, reclamation, and disposal (end of life) for end-user computing (EUC) equipment.
• Collaborate with HR and business units to execute the technical requirements of the employee onboarding and off-boarding process.
• Identify recurring technical trends and perform root cause analysis to suggest permanent fixes rather thantemporary workarounds.
• Assist in the implementation of new technology solutions and EUC projects as directed by IT leadership.
• Provide guidance, coaching, and informal mentorship to external Tier I Support Services.
• Ensure compliance with company security policies and assist with physical and virtual security management.
• Assist with software license tracking and compliance enforcement.
• Support disaster recovery efforts and emergency management tasks as needed.

Skills

IT Support

Remote Desktop

Windows 11

Microsoft Entra ID

Exchange Online

Documentation

Customer service

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft Entra ID

Exchange Online

Remote Desktop

Job description

New River Electrical Corporation seeks an IT Support Specialist to provide high-quality technical support for internal customers, including remote field personnel. You will resolve escalated issues, manage software deployments, and maintain documentation.

Reporting to the Help Desk Manager, you will help ensure secure, reliable technology operations, support Entra ID and Exchange Online, and contribute to onboarding/offboarding processes.