IT Support Specialist

Summary

The IT Support Specialist serves as the primary onsite IT support resource for an assigned Highline Warren facility. This position provides hands-on technology support, maintains local IT equipment, supports employees onboarding and offboarding, and helps ensure reliable technology for facility operations.

After addressing the needs of the assigned facility, the position participates in broader Highline Warren Service Desk, endpoint management, security remediation, and technology deployment activities.

Essential Functions

Onsite Facility Support

• Serve as the first point of contact and primary onsite IT resource for the assigned facility.
• Support employees working in offices, warehouses, manufacturing, shipping, receiving, and other operational areas.
• Troubleshoot Windows computers, Microsoft 365 applications, mobile devices, printers, scanners, label printers, conference room technology, and approved peripherals.
• Resolve hardware, software, authentication, MFA, VPN, printing, and basic network connectivity issues.
• Prepare, configure, deploy, move, replace, and recover computers and related equipment.
• Support employee onboarding, transfers, and separations, including equipment deployment, initial sign-in, application access, and asset recovery.
• Maintain accurate asset records and an appropriate inventory of computers, peripherals, accessories, and spare equipment.
• Coordinate warranty repairs, equipment replacements, and vendor support.
• Perform basic onsite network troubleshooting and assist Infrastructure teams with approved physical activities and information gathering.
• Communicate significant outages, recurring issues, risks, and unresolved problems to IT management and facility leadership.
• Provide onsite support during critical incidents affecting facility operations.
• Maintain regular and punctual attendance at the assigned facility.

Broader IT Activities

• Manage assigned incidents and service requests through Jira Service Management, including documentation, communication, escalation, and closure.
• Assist remote employees and other Highline Warren facilities based on workload and business priorities.
• Participate in workstation imaging, deployment, refresh, patching, application updates, endpoint management, and security remediation.
• Support approved iOS and Android devices accessing Highline Warren Microsoft 365 applications.
• Participate in facility openings, technology upgrades, company-wide deployments, and other assigned IT projects.
• Create and maintain technical documentation, support procedures, knowledge articles, and site-specific instructions.
• Identify recurring issues and recommend improvements to reliability, security, standardization, and employee support.
• Collaborate with the Service Desk, Network Engineering, Systems Administration, IT Security, Enterprise Applications, and approved vendors.
• Participate in the assigned on-call and critical-incident escalation process.
• Follow Highline Warren IT policies, security requirements, documentation standards, and escalation procedures.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 3 to 5 years of desktop, Service Desk, field, or onsite IT support experience.
• Experience supporting Windows 11, Mac IOS, Microsoft 365, computers, printers, mobile devices, and common business peripherals.
• Familiarity with workstation imaging, software installation, patching, endpoint management, MFA, VPN, and basic network troubleshooting.
• Experience managing incidents and requests through an IT service-management platform.
• Strong troubleshooting, customer service, communication, documentation, and organizational skills.
• Ability to work independently as the primary onsite IT resource while collaborating with a geographically distributed IT team.
• Ability to work in offices, warehouses, manufacturing, and other operational areas.
• Ability to deploy, move, connect, retrieve, and inventory standard workplace technology.

Preferred Qualifications

• Experience with Jira Service Management, Microsoft Intune, Microsoft Entra ID, and Microsoft 365 administration.
• Experience supporting a multi-site, distribution, warehouse, or manufacturing organization.
• CompTIA A+, Microsoft, ITIL, or equivalent technical certification.