IT Support Specialist

On-site IT support specialist in Bow, NH delivering first-line IT support to employees with emphasis on Microsoft 365 technologies, warehouse systems, and physical security infrastructure.

Responsibilities

• Acts as the initial point of contact for support requests received via the ticketing system, phone, or in person.
• Documents and tracks helpdesk tickets, troubleshooting steps, and final resolutions.
• Provides Tier 1 and Tier 2 assistance for end-user and warehouse operational issues.
• Escalates complex problems to the IT Manager or vendors to ensure timely remediation.
• Develops and maintains knowledgebase articles for common issues and repeat procedures.
• Supports desktops, laptops, desk phones, and iOS mobile devices.
• Troubleshoots network connectivity for users, wireless scanners, handheld devices, and IoT equipment.
• Monitors and troubleshoots physical security systems, including CCTV and access controls.
• Coordinates with Facilities and external vendors for security system repairs and maintenance.
• Keeps documentation for security devices, inventories, and user permissions up to date.
• Supports AV equipment such as televisions, projectors, and audio systems.

Requirements

• Bachelor's degree or equivalent professional experience.
• 2 to 4 years in IT support roles.
• Strong proficiency with Microsoft 365, including SharePoint, OneDrive, and Teams.
• Experience supporting iOS devices.
• Foundational networking knowledge, including Wi-Fi troubleshooting, DHCP/DNS, and Active Directory.
• Experience with VoIP or cloud PBX telephony platforms.
• Experience with printers, scanners, and handheld devices.
• Excellent written and verbal communication skills.
• Strong organizational skills with attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Legal authorization to work in the United States.

Preferred Qualifications

• Experience with warehouse management systems (WMS), ERP systems, or RF scanner devices.
• Experience with wireless networking and Ethernet switching.
• Experience with Azure Active Directory (Entra ID).
• Experience supporting CCTV and badge or access control systems.

Technologies

• Microsoft 365 suite (SharePoint, OneDrive, Teams)
• iOS devices
• Active Directory
• VoIP or cloud PBX telephony platforms
• Printers, scanners, handheld devices
• CCTV and access control systems
• Azure Active Directory / Entra ID
• Warehouse Management Systems (WMS), ERP systems, RF scanners
• Wireless networking, Ethernet switching, IoT devices

Benefits

• Generous paid time off, 3 weeks PTO on hire
• Medical, dental, and vision insurance
• 401(k) savings plan with 4% company match
• Company-paid holidays, disability benefits, and life insurance
• Employee discount on building materials and more
• On-site gym access
• On-site golf simulator
• Employee discount program on products
• Product training and professional development opportunities

Physical and Environmental Conditions

• Able to sit for extended periods
• Lift up to 50 pounds
• Occasional early morning, evening, holiday, and weekend work may be required

Job Type, Location, and Schedule

• Full-time, exempt status; regular attendance required
• On-site at headquarters in Bow, New Hampshire