IT Support Specialist

American Christmas relies on a hands-on IT presence to keep operations across office, production, warehouse, and retail environments running smoothly from its Mount Vernon, New York site. The IT Support Specialist acts as the primary on-site technical resource, delivering hardware, software, and workplace technology support while coordinating with an external managed services partner.

Responsibilities

• Provide onsite and remote technical support for users across office, production, warehouse, and retail settings.
• Install, configure, and troubleshoot computers, laptops, monitors, printers, mobile devices, tablets, and related peripherals.
• Assist users with software and workplace technology issues.
• Guide users in submitting IT requests and creating support tickets when needed.
• Collaborate with the MSP to diagnose problems, perform onsite testing, install network hardware, and ensure timely follow-up on requests.
• Support conference room technology, phone systems, security cameras, and access control systems.
• Set up equipment and workstations for new hires and seasonal staff.
• Assist with hardware deployments, office moves, and IT implementation projects.
• Carry out basic network hardware tasks such as swapping switches, deploying WAPs, running and labeling Ethernet cabling, replacing patch cables, and assisting with onsite upgrades under direction from the VP or external MSP.
• Maintain IT equipment inventory and documentation.

Requirements

• 4+ years of IT support or desktop support experience.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Experience troubleshooting computers, printers, mobile devices, and peripheral equipment.
• Excellent organizational skills and clear communication abilities.
• Ability to work independently and collaborate with internal teams and external IT providers.

Technologies

• Microsoft 365 (M365)
• Windows operating systems
• Microsoft Office applications
• ERP systems
• IT ticketing platforms

Technical Requirements

• Understanding of network infrastructure including switches, WLAN access points, patch panels, and structured cabling.
• Experience installing network equipment and troubleshooting physical connectivity.
• Ability to install and replace network switches under guidance from the VP or external MSP.
• Ability to run, terminate, label, and test Ethernet cabling (Cat5e/Cat6).
• Install, mount, and replace wireless access points (WAPs).
• Troubleshoot basic network connectivity issues and verify physical connections.
• Read and interpret network topology diagrams to assist with onsite installations and troubleshooting.
• Collaborate with the external MSP during network upgrades, hardware installations, and infrastructure changes.

Qualifications

• 4+ years of IT support or desktop support experience.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Experience troubleshooting computers, printers, mobile devices, and peripheral equipment.
• Excellent organizational skills and communication abilities.
• Ability to work independently and collaborate with internal teams and external IT providers.

Preferred Qualifications

• Experience working with a Managed Service Provider (MSP).
• Experience supporting production, warehouse, or retail environments.
• Familiarity with ERP systems and IT ticketing platforms.

Key Competencies

• Strong communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Organized, dependable, and detail-oriented.
• Ability to manage multiple priorities in a fast-paced environment.
• Team player with a proactive approach to supporting users.