IT Support Specialist

NEFCO Construction Supply LLC is hiring an IT Support Specialist to strengthen the employee IT experience across onsite and remote locations in East Hartford, CT. This role is built around hands-on support, responsive service, and strong ownership of issues from first contact through resolution. If you enjoy troubleshooting, documenting clearly, and helping colleagues get back to work quickly, this is a great match.

What you’ll do

• Serve as the primary point of contact for incoming IT support requests and provide first-level triage.
• Handle Tier 1 diagnosis, testing, and resolution for hardware and software issues.
• Support a broad set of equipment, including desktop PCs, laptops, printers (HP, Zebra), desk phones (Mitel), fax machines, and mobile devices (iPhone, Android).
• Troubleshoot and assist with software support across Microsoft Office suite, Autodesk, Epicor Eclipse, and Adobe products.
• Use remote control software to resolve issues efficiently for off-site staff and branch office colleagues.
• Support server-based applications and related systems such as videoconferencing and IP phones.
• Apply foundational knowledge of client/server networks and VPN technology to troubleshoot connectivity problems.
• Manage multiple colleague inquiries in a fast-paced environment by triaging, prioritizing, and coordinating as needed.
• Maintain complete and accurate records by documenting issues, user communications, and resolutions in an IT ticketing system.
• Escalate more complex issues to Tier 2 support or other IT teams to ensure a smooth hand-off.
• Deploy and configure new hardware and software for new hires and employee upgrade cycles, including approved mobile devices.
• Assist with tracking and management of IT hardware and software inventory, including disposal of retired or expired equipment in line with company policy.
• Deliver a consistently professional customer service experience across all organizational levels.
• Communicate clearly and timely with end-users on request status.
• Create and maintain documentation for technical processes, findings, and resolutions.
• Participate in a rotating on-call schedule for after-hours support and adhere to IT policies and procedures.
• Perform other related duties as assigned.

What you bring

• 2+ years in a Desktop Support or Help Desk role.
• Bachelor’s degree in computer science, Information Systems, or a related field (or an equivalent mix of an Associate’s degree and/or additional relevant IT experience).
• Proficiency with Windows Operating Systems.
• Working knowledge of VoIP and current mobile platforms (iOS & Android).
• Ticketing system experience is required.
• Experience with Freshservice or other ITSMs.
• Working knowledge of Office 365 Enterprise suite including Exchange, Teams, SharePoint, and MFA.
• Strong communication skills, solid problem-solving ability, and meticulous documentation habits.
• Ability to work independently and collaboratively.
• Occasional travel to nearby company sites (mileage reimbursed).
• Ability to occasionally lift and move equipment and boxes weighing 40+ pounds.
• Plus: Experience with Dell business-class hardware, HP/Zebra printers, Mitel phone systems, and Epicor Solar Eclipse.

Role details

Location: East Hartford, CT (onsite)

Compensation: USD 24 - 27 per hour

Schedule: Rotating on-call for after-hours support

Tools and technologies you’ll use

• Microsoft Office suite, Autodesk, Epicor Eclipse, Adobe products
• Remote control software, videoconferencing, IP phones, VPN technology
• Windows Operating Systems
• VoIP, iOS, Android
• Office 365 Enterprise suite: Exchange, Teams, SharePoint, MFA
• Freshservice (and other ITSMs)
• Dell business-class hardware, HP printers, Zebra printers, Mitel phone systems
• Epicor Solar Eclipse, desk phones (Mitel), fax machines