Jr. IT Support Specialist

This entry-level role supports end users with day-to-day technology needs. The position provides technical assistance for computers, mobile devices, peripherals, and standard business software, while following established procedures and building foundational IT and customer service skills.

Onsite Location

Sumterville, FL (onsite)

Education

• High school diploma or GED

Responsibilities

• Assist with setting up, configuring, deploying, and maintaining desktop computers, laptops, mobile devices, and peripheral equipment.
• Install and configure approved Microsoft Windows operating systems and Microsoft 365 applications, along with internet browsers, printers, and standard business software using established procedures.
• Perform routine computer maintenance, support equipment replacements, and complete basic hardware troubleshooting under guidance from experienced IT personnel.
• Support preparation and deployment of replacement computers, including equipment setup, approved software installation, and basic user configuration.
• Follow established procedures for equipment handling, asset identification, and inventory documentation.
• Provide first-level technical assistance for routine employee issues involving computers, software, peripherals, and telephone-related support.
• Respond to assigned technical support requests through the company ticketing system, including accurate documentation of reported problems, troubleshooting steps, and resolutions.
• Troubleshoot common issues related to Windows operating systems, Microsoft 365 applications, printers, network connectivity, and peripheral devices using established procedures.
• Escalate complex, unfamiliar, security-related, or unresolved issues to experienced IT Support personnel or the appropriate technical team.
• Assist employees with basic computer operations, software functionality, and approved technology tools.
• Communicate ticket status and updates to end users in a timely, courteous, and professional manner.
• Support technical personnel during equipment replacements, technology upgrades, and other assigned IT support activities.
• Maintain accurate and complete ticket records, including issue descriptions, troubleshooting activities, actions taken, and resolution details.
• Follow documented IT procedures, standard operating procedures, and internal knowledge base instructions.
• Assist with developing and updating basic technical documentation, frequently asked questions, and end-user instructional materials.
• Document newly learned troubleshooting procedures and submit recommended updates for review by experienced IT personnel.
• Maintain accurate equipment and inventory records in accordance with established departmental procedures.
• Participate in technical training, job shadowing, and hands-on learning activities as assigned.
• Develop proficiency in SECO Energy’s approved hardware, software, ticketing system, and IT support procedures.
• Seek guidance when tasks are unfamiliar or troubleshooting becomes complex.
• Demonstrate measurable improvement in technical troubleshooting, ticket management, documentation, and customer service skills.
• Work toward meeting the technical knowledge and competencies required for advancement to an Information Technology Support Specialist position.

Required and Preferred Qualifications

• Minimum: High school diploma or GED.
• Up to one (1) year: demonstrated information technology experience through job employment (full or part time) is required.
• Must demonstrate: a basic understanding of personal computers, Microsoft Windows operating systems, common business software, and fundamental troubleshooting concepts.
• Preferred: two (2) year associate degree, technical training, or coursework in Information Technology, Computer Science, or a related field.
• Preferred: industry certifications such as CompTIA A+, CompTIA Network+, or Microsoft fundamentals-level certifications.
• Preferred: one (1) year of professional experience in technical support, IT Help Desk, IT Service Desk, or a related position.
• Relevant experience: internships, technical training, educational laboratory experience, and hands-on personal computer experience may be considered.
• Preferred: experience within an electric utility or related industry.

Additional Position Requirements

• Ability to work irregular hours and adjust scheduling; report to work on short notice during emergency situations.
• A valid Florida driver’s license for occasional driving privileges of a company vehicle; must have and maintain an acceptable driving record as determined by SECO Energy.
• Successful completion of pre-employment background check, physical, and drug screen.
• Employees must live within one (1) hour from the assigned reporting location.
• Proficiency in English is required; Spanish language skills are considered an asset.
• Ability to follow established information security policies, procedures, and access restrictions.

Working Schedule

• Normal work hours: eight (8) hours, Monday through Friday, between 7:30 am and 5:30 pm.

Core Competencies

• Follows safety procedures diligently and takes appropriate action to maintain a safe working environment.
• Provides exceptional service to members by actively listening and ensuring satisfaction.
• Acts with honesty and integrity, maintaining transparency and ethical standards.
• Demonstrates strong work ethic by meeting deadlines and achieving high performance.
• Contributes to an inclusive culture by respecting diverse perspectives and collaborating with team members.
• Takes responsibility for actions and decisions to deliver high-quality work.
• Works collaboratively with team members and supports shared goals.

Job-Specific Competencies

• Shows foundational knowledge of personal computers, mobile devices, peripheral equipment, and Microsoft Windows operating systems.
• Understands Microsoft 365 applications, common software installation procedures, and fundamental networking concepts.
• Performs routine troubleshooting using established procedures, technical documentation, and guidance from experienced IT personnel.
• Identifies common technical issues, documents troubleshooting steps, and recognizes when escalation is needed.
• Willing and able to learn SECO Energy’s enterprise applications, customer information systems, hardware configurations, security procedures, and technical support tools.
• Maintains a customer-focused approach with effective interpersonal, written, verbal, and active listening skills.
• Communicates technical information clearly and professionally to employees with varying technical knowledge.
• Follows instructions, asks appropriate questions, and provides accurate updates regarding support requests.
• Demonstrates professionalism with employees, management, vendors, and other stakeholders.
• Reads and understands technical instructions, knowledge articles, and basic equipment documentation.
• Understands the importance of protecting confidential company, employee, and member information.
• Organizes assigned work, manages routine tasks, and meets deadlines with supervised guidance.
• Maintains professionalism when priorities change and during busy or stressful situations.
• Shows interest in technology and commitment to expanding technical knowledge and troubleshooting abilities.
• Participates in training, accepts feedback, and applies new knowledge to job responsibilities.
• Demonstrates initiative and develops independence and professional skills for advancement to an Information Technology Support Specialist position.

Technologies

• Microsoft Windows
• Microsoft 365
• Internet browsers
• Printers
• Ticketing system
• Personal computers
• Mobile devices
• Peripheral equipment
• Network connectivity
• CompTIA A+
• CompTIA Network+
• Microsoft fundamentals-level certifications

Verification

Qualifications and competencies may be verified through a combination of education, experience, interview questions, and technical skills exercise(s).

Physical Demands and Work Environment

• Regularly required to sit and talk or hear.
• Occasionally required to walk; stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• Must regularly lift and/or move up to 30 pounds.
• Vision abilities required: close vision, distance vision, color vision, and ability to adjust focus.
• General office environment with occasional local business travel between SECO Energy’s offices.
• Occasionally exposed to risk of electrical shock.
• Noise level is usually moderate.