IT Support Specialist

PURPOSE OF JOB:The IT Support Specialist I is responsible for providing frontline technical support for hardware, software, systems, and network-related issues across the organization. This role serves as a primary point of contact for end users by troubleshooting technical problems, resolving service requests, and ensuring a high level of customer support and system reliability.The IT Support Specialist I partners closely with internal departments and the Information Technology team to support daily operations, maintain system functionality, and assist with ongoing technology improvements. This position requires strong troubleshooting abilities, effective communication skills, and a customer-focused mindset.UNUSUAL ENVIRONMENT FACTORS:Work is performed primarily in an office and manufacturing environment with frequent interaction across multiple facilities and departments. The role requires the ability to manage multiple technical issues simultaneously while responding to end-user support needs in a fast-paced environment.Occasional after-hours or on-call support may be required to assist with system outages, updates, or emergencies. The IT Support Specialist must be adaptable and capable of working under varying levels of pressure while maintaining professionalism and responsiveness.ESSENTIAL FUNCTIONS TO ACCOMPLISH CENTRAL PURPOSE:• Respond to and troubleshoot IT service requests via phone, email, chat, and ticketing systems• Diagnose and resolve hardware, software, network, and user-access issues• Accurately document incidents, service requests, and resolutions within the IT ticketing system• Provide remote support and VPN assistance for end users• Support desktop hardware and software deployment per company standards• Assist users with Microsoft Windows, Microsoft Office, and internally supported applications• Provide “how-to” guidance and technical assistance to employees• Utilize knowledge bases, manuals, vendor resources, and support documentation to resolve issues• Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction• Assist with software installations, upgrades, updates, and system maintenance• Participate in troubleshooting and support of networking, switches, routers, and voice communication systems as needed• Contribute to the development and maintenance of user guides, FAQ documents, and knowledge base articles• Assist in maintaining IT inventory, hardware records, and software licensing compliance• Support system improvement initiatives and technology deployments• Cross-train and support System Administrator responsibilities when neededADDITIONAL RESPONSIBILITIES:• Support continuous improvement initiatives related to IT systems and support processes• Participate in approved technical training and professional development programs• Assist with hardware refresh projects and technology upgrades• Collaborate with vendors and cross-functional teams to support operational needs• Perform additional IT-related duties as assignedEDUCATIONAL AND EXPERIENCE REQUIREMENTS:• Associate degree in Information Technology, Computer Science, or related field preferred• Minimum of 3 years of IT support or technical troubleshooting experience preferred• Experience supporting desktop hardware, software, and Microsoft environments required• Experience with Active Directory, VPN support, and network troubleshooting preferred• Hardware and software certifications are a plus• Equivalent combinations of education and experience may be consideredADDITIONAL REQUIREMENTS:• Strong troubleshooting and problem-solving skills• Excellent customer service and interpersonal communication skills• Ability to quickly learn and support new technologies and applications• Strong organizational and time management skills• Ability to work effectively in a fast-paced environment with changing priorities• High level of professionalism and accountability• Ability to work independently and collaboratively within a team environmentKEY END RESULTS:Timely and accurate resolution of IT support issues and service requestsHigh levels of end-user satisfaction and support responsivenessStable and reliable operation of supported systems and devicesAccurate documentation and tracking of IT incidents and requestsCompliance with IT policies, procedures, and security standardsEffective support of technology deployments, upgrades, and maintenance initiativesORGANIZATION:This position reports directly to the Network Manager and works closely with all departments throughout the organization.NATURE OF POSITION:The IT Support Specialist I is a hands-on technical support role responsible for delivering responsive IT assistance while supporting the organization’s daily technology operations. This position plays a key role in ensuring employees receive effective and timely technical support while contributing to the reliability and continuous improvement of company systems and infrastructure.RELATIONSHIPS:• Internal: Information Technology Team, Operations, Human Resources, Finance, Leadership, and Employees• External: Software Vendors, Hardware Providers, and Technical Support PartnersTRAVEL:Limited travel between company facilities may be required to support users, systems, and technology-related projects.PRIMARY ACCOUNTABILITY:Provide frontline technical support for hardware, software, and systems issuesAccurately document and manage IT incidents and service requestsSupport desktop, software, and network troubleshooting activitiesMaintain high levels of customer service and responsivenessAssist with system upgrades, deployments, and maintenance activitiesSupport IT inventory and technology asset managementEnsure adherence to IT policies, procedures, and security standardsParticipate in ongoing training and technology development initiativesCollaborate with IT team members and business departments to support operational needsContribute to continuous improvement of IT support processes and systemsPHYSICAL REQUIREMENTS:• Ability to move throughout office and manufacturing facilities as needed to support end users and systems• Visual acuity required for extended computer usage• Manual dexterity required for keyboard and hardware-related tasks• Ability to occasionally lift and move computer equipment and peripheralsEMC expects that every team member will be guided by EMC’s Guiding Principles.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed