Information Technology Support Specialist

Join Our Team as a Support Specialist!

Do you enjoy being hands on and troubleshooting hardware, software, account, and connectivity issues? This role works directly with the IT team, documenting all work clearly and escalating complex issues to senior staff. We need someone who is detail oriented, a team player and has a basic understanding of networking concepts. If this sounds like you, we'd love to hear from you!

Compensation: $22.00 per hour

What You'll Do:

• Serve as first-line (Tier 1) support, responding to helpdesk tickets, phone calls, and emails from store and home office staff in a timely, friendly manner, and resolving common issues on first contact.
• Diagnose and resolve hardware and software issues with Windows and macOS computers, laptops, mobile devices, printers, and peripherals.
• Install and configure standard software and Microsoft 365 applications.
• Troubleshoot basic network and connectivity issues, including LAN, Wi-Fi, and VPN, at store and office locations.
• Reset passwords, unlock accounts, and handle basic access requests.
• Prepare for new employees by creating user accounts, setting up appropriate access, configuring devices, and providing basic system training; assist with offboarding.
• Promptly reassign tickets that require special expertise or authority to the correct individual or group, with clear and complete documentation.
• Log all pertinent information clearly, completely, and concisely in the Freshservice ticketing system, and note recurring trends to support knowledge base development.
• Follow knowledge base articles and help keep them current.
• Maintain an organized follow-up list to make sure every request is completed or resolved.
• Maintain an accurate inventory of IT hardware assets.
• Follow IT security practices, including password management, endpoint protection, and data handling.
• Comply with all applicable regulations and company policies governing technology, and perform other related duties as required and directed.
• Other duties as assigned.

Who We're Looking For:

• High school diploma or equivalent required; associate or bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• [0-2] years of helpdesk, desktop support, or IT troubleshooting experience in a professional setting; entry-level candidates with strong foundational skills are encouraged to apply.
• Working knowledge of Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and wireless.
• Understanding of PC and peripheral deployment, from single machines to larger rollouts.
• Excellent organization, time management, and prioritization skills.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users by phone, in person, and in group settings.
• Ability to stay focused, patient, and calm in stressful situations, such as a customer complaint.
• Ability to work in a team environment and to function independently without continuous supervision.
• Must be able to read, write, comprehend, and speak clearly in English.

Preferred Qualifications:

• Experience in a corporate helpdesk role.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting multiple locations.
• Experience with Intune or another mobile device management tool, or basic PowerShell.
• Proficient in Windows 10/11, macOS, and Microsoft 365
• Is familiar with Active Directory and Entra ID (Azure AD)
• Experiebce with Freshservice (IT service management)
• Is familiar with VPN, Intune, and mobile device management tools

Why You'll Love Working Here:

• Innovative Environment: Be part of a forward-thinking team that values creativity and technical excellence.
• Growth Opportunities: Develop your skills and career with mentorship from senior leaders and exposure to new technologies.
• Collaborative Culture: Work in a supportive and collaborative environment where your contributions make a real difference.

Work Environment:

This position is located at our home office in Columbia, MO.

Work Hours:

• We operate primarily on a standard business-hours schedule with some flexibility, and we maintain a culture where work-life balance is taken seriously. Must be willing to provide after-hours support when needed.

Ready to take your career to the next level?

Apply now and be a key player in shaping our digital future!

#SMH1