IT Support Specialist

Coastal Specialty Forest Products Inc is hiring an IT Support Specialist to provide first-line technical support for employees at its headquarters in Bow, NH. This onsite role focuses on Microsoft 365, warehouse operational systems, and physical security, with support requests handled through a ticketing process and documented for future reference.

Working as the primary point of contact for IT help, you will troubleshoot and resolve Tier 1 and Tier 2 issues, escalate complex problems when needed, and help maintain the knowledgebase that supports recurring workflows across the organization.

What you’ll do

• Act as the first point of contact for support requests through a ticketing system, phone, or in person.
• Record, track, and document helpdesk requests, troubleshooting steps, and resolutions.
• Provide Tier 1 and Tier 2 support for end-user and warehouse operational issues.
• Escalate complex issues to the IT Manager or vendors to support timely resolution.
• Create and maintain knowledgebase articles for common issues and recurring procedures.
• Support desktops, laptops, desk phones, and iOS mobile devices.
• Troubleshoot network connectivity for users, wireless scanners, handheld devices, and IoT devices.
• Monitor, support, and troubleshoot physical security infrastructure, including CCTV and access controls.
• Coordinate with Facilities and external vendors for security system repairs and maintenance.
• Maintain documentation for security systems, device inventories, and user permissions.
• Support AV equipment including TVs, projectors, and audio systems.

Minimum qualifications

• Bachelor’s degree or equivalent work experience
• 2–4 years of IT support experience
• Proficiency with Microsoft 365, including SharePoint, OneDrive, and Teams
• Experience supporting iOS devices
• Basic networking knowledge, including Wi-Fi troubleshooting, DHCP/DNS, and Active Directory
• Experience supporting VoIP or cloud PBX telephony platforms
• Experience with printers, scanners, and handheld devices
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work effectively in a fast-paced, team-oriented environment
• Must be legally authorized to work in the United States

Technologies you’ll work with

• Microsoft 365, SharePoint, OneDrive, Teams
• Active Directory, DHCP, DNS
• VoIP, cloud PBX
• iOS, CCTV, IoT

Preferred qualifications

• Experience with WMS, ERP systems, or RF scanner devices
• Experience with wireless networking and ethernet switching
• Experience with Azure AD / Entra ID
• Experience supporting CCTV and badge/access control systems

Benefits

• Generous Paid Time Off, 3 Weeks PTO upon hire
• Medical, Dental, and Vision benefits
• 401(k) Savings Plan with 4% Company Match
• Company-paid holidays, disability benefits, and life insurance
• Employee discount on building materials and more

Role details

• Full-time / Exempt
• Regular attendance required
• Onsite work location: 100% at headquarters in Bow, New Hampshire

Physical and environmental conditions

• Able to sit for extended periods of time
• Ability to lift 50 lbs
• Early morning, evening, holiday, and/or weekend work may occasionally be required

Additional perks

• Access to an on-site gym
• Access to an on-site golf simulator
• Employee discount program on products
• Product training and professional development opportunities

Coastal Specialty Forest Products Inc is looking for a dependable, detail-oriented IT Support Specialist to deliver timely support across Microsoft 365, workplace and warehouse systems, and physical security infrastructure.