Tech Support Specialist US

Pure Flavor; Byron (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

Pure Flavor is seeking a Tech Support Specialist to provide front-line IT support across US and Canada, delivering deskside and remote assistance to end users and ensuring reliable hardware, software, and connectivity.

You will manage Windows endpoints with Intune, administer AD and Microsoft 365, handle identity and access, support network and site connectivity, maintain asset records, document procedures, and participate in multi-site deployments and on-call rotation.

Qualifications

• 0–3 years in IT support, service desk or helpdesk.
• Hands-on Windows 10/11 support in a business env.
• Proficiency with Microsoft 365 apps (Outlook, Teams, Word, Excel).
• Familiarity with AD and Entra ID for user/device mgmt.
• Experience with MDM platforms such as Microsoft Intune.
• Basic TCP/IP, DNS, DHCP, VPN, Wi‑Fi knowledge.
• Experience using ITSM/ticketing to document requests.
• Strong written and verbal communication skills.
• Certifications (CompTIA A+/Network+ or MS cert) preferred.

Responsibilities

• Serve as first point of contact for IT requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and connectivity issues with deskside/remote support.
• Triage tickets to ensure timely resolution per service expectations.
• Escalate complex issues to senior staff with documented steps taken.
• Deploy, configure, and maintain Windows workstations and devices.
• Manage endpoints through Intune and RMM for deployment and patching.
• Support Zebra warehouse devices and other hardware as needed.
• Set up printers, AV, and peripheral devices at sites.
• Administer onboarding/offboarding workflows and access provisioning.
• Assist with LAN/WAN, Wi-Fi, VPN issues and basic network tasks.
• Maintain hardware inventory, licenses, and asset lifecycle.
• Document procedures and log activity in the ticketing system.
• Provide on-site and remote support for multi-site operations; participate in on-call rotation.

Skills

First-line IT support

Windows 10/11 support

Microsoft 365

Active Directory / Entra ID

Intune / MDM

Networking basics

Ticketing system

Communication skills

Team collaboration

Education

Post-secondary education in CS / Networking or related

Tools

Microsoft Intune

ConnectWise RMM

Autotask

Active Directory / Entra ID tooling

Zebra devices support

Job description

Job Summary

The Tech Support Specialist provides front-line technical support across Pure Flavor’s Canadian and US operations, delivering responsive deskside and remote assistance to end users. This role is responsible for resolving hardware, software, and connectivity issues, managing end-user devices and accounts, and supporting the day-to-day reliability of IT systems across all company sites.

Duties and responsibilities

Service Desk & End-User Support

• Serve as the first point of contact for IT support requests submitted via phone, email, or the ticketing system (Autotask).
• Diagnose and resolve hardware, software, application, and connectivity issues through deskside and remote support.
• Triage and manage tickets to ensure timely resolution in line with service expectations.
• Escalate complex or unresolved issues to senior IT staff with clear documentation of steps taken.

Device & Endpoint Management

• Deploy, configure, and maintain Windows 10/11 workstations, laptops, and mobile devices.
• Manage endpoint devices through Microsoft Intune and ConnectWise RMM, including software deployment, patching, and remote remediation.
• Support and troubleshoot Zebra warehouse devices (mobile computers, tablets, wearable scanners) and other specialized hardware.
• Set up and maintain printers, AV equipment (including conference room systems), and peripheral devices.

Identity & Access Management

• Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID.
• Manage Microsoft 365 licensing, group memberships, and access permissions.
• Administer onboarding and offboarding workflows, ensuring timely provisioning and deprovisioning of access and equipment.

Network & Connectivity Support

• Troubleshoot LAN/WAN connectivity, Wi-Fi, and VPN issues at end-user and site level.
• Assist with basic network infrastructure tasks including switch port configuration and wireless access point troubleshooting.
• Coordinate with ISPs and network vendors to resolve site-level connectivity issues.

Asset Management

• Maintain accurate records of hardware inventory, software licenses, and equipment assignments across all sites.
• Coordinate equipment procurement, receiving, imaging, and deployment.
• Manage the lifecycle of IT assets including refresh scheduling and disposal.

Documentation

• Create and maintain documentation for common issues, standard procedures, and user guides.
• Log all support activity accurately within the ticketing system to support reporting and trend analysis.

Multi-Site & Project Support

• Provide on-site IT support at an assigned distribution center location and remote support for other US and Canadian locations.
• Assist with IT project deployments including hardware rollouts, office moves, and system upgrades.
• Participate in on-call rotation to support after-hours and weekend i
• Other core expectations as defined by the company.

Requirements and Skills

• 0-3 years of experience in an IT support, service desk, or helpdesk role, essential.
• Hands-on experience supporting Windows 10/11 in a business environment, essential.
• Working knowledge of Microsoft 365 and core Office applications (Outlook, Teams, Word, Excel), essential.
• Familiarity with Active Directory and/or Microsoft Entra ID for user and device management, essential.
• Experience with or exposure to MDM platforms such as Microsoft Intune, essential.
• Understanding of basic networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting, essential.
• Experience using a ticketing or ITSM system to manage and document support requests, essential.
• Ability to self-manage workload, prioritize effectively, and follow tasks through to resolution.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to work effectively in a team environment with individuals at all levels.
• Ability to maintain strict confidentiality of sensitive information.
• Experience with ConnectWise Automate or similar R MM tooling, preferred.
• Familiarity with Autotask or equivalent PSA/ticketing platform preferred.
• Experience supporting warehouse or mobile devices (e.g., Zebra MC/ET series), preferred.
• CompTIA A+, Network+, or Microsoft certifications (or in progress), preferred.
• Post-secondary education in Computer Science, Network Technologies, or a related discipline, preferred.
• Able to work in a team environment with individuals of all leadership styles, personalities, and career levels
• Must be able to handle sensitive issues with tact and maintain strict confidentiality of private information
• Proven ability to work in a fast-paced environment, demonstrate keen attention to detail and task-related accuracy, as well as consistent follow-through skills.
• Excellent verbal and written communication skills

Working conditions

• Hours of work may vary depending on business needs; including participation in an on-call rotation.
• Ability and willingness to travel without restrictions, including cross-border travel between Canada and the United States.
• Regular on-site presence required at an assigned distribution center; remote support provided for other company locations.
• Role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Specific vision capabilities required; employee is to work in front of a computer, sitting for prolonged periods is required.”
• This job may work within a refrigerated warehouse, where temperatures range from 45-55°F. The noise level in the work environment can be loud due to packaging machinery, and forklift truck operation.
• Position may require lifting up to 30-pounds, occasionally up to 50-pounds.