IT Technical Support Specialist

Responsibilities

The IT Technical Support Specialist provides daily technical support, manages user accounts, and maintains hardware and software systems. They are responsible for troubleshooting network issues, deploying equipment, and administering Microsoft 365 applications including SharePoint and Teams.

Requirements

An associate degree in Information Technology or a related field is preferred, along with experience in Windows environments and Active Directory. Candidates must possess strong customer service, troubleshooting, and organizational skills, with the ability to lift up to 25 pounds.

Skills

• Active Directory
• Microsoft 365
• Outlook
• SharePoint
• Microsoft Teams
• Technical Support
• Help Desk
• Hardware Troubleshooting
• Software Installation
• Network Administration
• User Account Management
• Customer Service
• Documentation
• Problem Solving
• Communication Skills
• System Maintenance

About this role

The IT Technical Support Specialist provides day-to-day technical support and technology services to employees across the organization. This position is responsible for supporting user accounts and access, computer hardware and software, network resources, Microsoft 365 applications, Outlook, SharePoint, Teams, and other technology systems. The Specialist responds to help desk requests, troubleshoots and resolves technical issues, deploys and maintains end-user equipment, and assists with technology projects and system implementations. The role also maintains accurate technical documentation, supports IT security requirements, and provides responsive, customer-focused assistance to users at all levels of the organization.
 
PRIMARY RESPONSIBLITIES/DUTIES:
User Account Administration 
• Create, modify, disable, and delete Active Directory user accounts. 
• Manage user group memberships and security permissions. 
• Reset passwords and troubleshoot account access issues. 
• Maintain user account documentation and compliance with security policies. 
 
File Share Management 
• Create and modify network file shares. 
• Assign and maintain folder permissions based on business requirements. 
• Troubleshoot user access issues related to file shares and network resources. 
• Assist with data organization and storage management. 
 
Help Desk Support 
• Respond to help desk calls, emails, and support tickets. 
• Diagnose and resolve hardware, software, network, and application issues. 
• Escalate complex issues to appropriate IT personnel when necessary. 
• Maintain accurate records of incidents, requests, and resolutions. 
• Provide excellent customer service and technical assistance to end users. 
 
Microsoft Outlook and Email Administration 
• Configure and maintain Outlook profiles and email accounts. 
• Troubleshoot email connectivity, synchronization, and calendar issues. 
• Support Microsoft Exchange and Microsoft 365 email services. 
• Assist users with email configuration on desktop and mobile devices. 
 
SharePoint Administration 
• Create, configure, and maintain SharePoint sites and libraries. 
• Manage user permissions and site access. 
• Assist departments in organizing and managing SharePoint content. 
• Support document management and collaboration initiatives. 
 
Microsoft Teams Administration 
• Create and manage Microsoft Teams, teams channels, and memberships. 
• Configure collaboration settings and permissions. 
• Troubleshoot Teams-related issues, including meetings, chat, and file sharing. 
• Provide user training and guidance on Teams best practices. 
 
General IT Support 
• Set up and deploy computers, monitors, printers, and other peripherals. 
• Install and configure software applications. 
• Perform system maintenance and updates as directed. 
• Assist with technology projects and system implementations. 
• Follow IT security policies and best practices. 
• Prepare reports & audits as needed 
 
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIREMENTS:
• Associate degree in Information Technology, Computer Science, or related field preferred. 
• Equivalent combination of education and experience may be considered. 
• Experience supporting Microsoft Windows environments. 
• Experience with Active Directory administration. 
• Experience with Microsoft 365, Outlook, SharePoint, and Teams. 
• Experience providing help desk or technical support services. 
• Strong customer service and communication skills. 
• Excellent problem-solving and troubleshooting abilities. 
• Strong organizational and documentation skills. 
• Ability to prioritize multiple tasks and work independently. 
• Ability to work effectively with users at all levels of the organization. 
• Ability to move and install computer equipment and peripherals. 
• Ability to sit, stand, and work at a computer for extended periods. 
• Occasional lifting of equipment up to 25 pounds. 

About Early Childhood Resource Center

Non-profit Organizations · 11-50 employees · headquartered in Canton, OH · founded 2000