Job Description

Position Summary

The IT Support Specialist serves as the primary point of contact for end-user technical support, providing troubleshooting and maintenance for desktops, laptops, mobile devices, printers, business applications, Microsoft 365 services, and network connectivity and Retail Store Support. This role combines traditional help desk support with user account administration, endpoint management, and collaboration with senior IT staff to maintain secure and reliable technology services.

Responsibilities
• Provide first-level technical support via phone, email, remote support, and in person.
• Troubleshoot and resolve hardware, software, operating system, printer, and network connectivity issues.
• Install, configure, deploy, and maintain desktops, laptops, mobile devices, peripherals, and business applications. Manage user accounts, passwords, permissions, and group memberships using Active Directory and Microsoft 365.
• Assist with Microsoft 365 administration, including Exchange Online, Teams, OneDrive, and user licensing.
• Support endpoint management, software deployment, and workstation configuration.
• Monitor helpdesk ticket queues, prioritize incidents, and ensure timely resolution.
• Escalate complex technical issues to senior engineers while maintaining ownership and communication with users.
• Maintain accurate documentation of incidents, solutions, asset inventory, and system changes.
• Support onboarding and offboarding processes for new and departing employees.
• Coordinate with vendors and internal business units to resolve technology issues.
• Assist with IT security initiatives, endpoint protection, and cybersecurity best practices.
• Participate in after-hours support, on-call rotation, and occasional project work.
• Travel to remote company locations as needed.

Qualifications
Required
• IT Help Desk or Technical Support experience.
• Strong troubleshooting skills in Windows operating systems and Microsoft Office.
• Experience supporting desktop hardware, laptops, printers, and mobile devices.
• Working knowledge of Microsoft 365 administration. Familiarity with Active Directory user administration.
• Basic networking knowledge includes TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience using ticketing systems and remote support tools. Excellent communication, customer service, and problem-solving skills.
• Ability to prioritize multiple requests in a fast-paced environment.
• Associate’s degree in information technology or equivalent experience, a plus.

Preferred
• Experience with Microsoft Entra ID (Azure AD). Experience with Intune or other endpoint management platforms.
• Knowledge of Exchange Online administration. Experience with PowerShell automation.
• Familiarity with Microsoft Defender, ninjaone, MS Intune.
• Experience supporting retail POS systems or multi-site business environments, in convenience store environment a plus.
• IT certifications such as Microsoft 365 Administrator, CompTIA A+, Network+, or Security+.

Physical Requirement

• Ability to lift and move equipment up to 50 pounds. Ability to bend, kneel, reach, and work under desks or in equipment rooms.
• Valid driver's license with reliable transportation.
• Ability to travel to company locations throughout Northeast Florida, Georgia, North and South Carolina including occasional overnight travel.
• Availability for after-hours rotating on-call, weekends, holidays.