Summary:
The IT support specialist is an important part of our it team and serves as the first point of contact for employees needing technology support. This role is responsible for troubleshooting and resolving day-to-day technical issues involving computers, applications, connectivity, and system access while providing a responsive, professional, and user-focused support experience.
We’re looking for someone with hands-on IT support experience who is comfortable troubleshooting common technical issues, supporting users, and working within established it processes. The ideal candidate is a problem-solver who enjoys helping people, takes pride in providing excellent customer service, and is motivated to continue developing their technical skills.
At Boyett, we value practical experience, demonstrated ability, reliability, and a willingness to learn. A degree or certification can be a plus, but we believe career growth is driven by the skills you bring to the role, the results you deliver, and your commitment to continued growth.
Duties and Responsibilities
Technical Support & Incident Management
- Respond to help desk tickets via phone, email, chat, and in-person walk-ups
- Troubleshoot and resolve standard hardware, software, and peripheral issues
- Perform password resets, MFA re-enrollments, and basic Active Directory updates
- Support standard desktop and laptop configurations (Windows 10/11)
- Provide basic support for Microsoft 365 applications (Outlook, Word, Teams, Excel, OneDrive)
- Escalate unresolved or advanced issues to Tier II staff per escalation procedures
- Document all incidents and resolution steps clearly in the ITSM system
Onboarding, Set Up & Configuration
- Set up workstations and peripherals for new hires (laptops, monitors, docking stations)
- Image devices using company deployment tools (e.g., Intune, Autopilot, or SCCM)
- Assist with email setup, VPN access, and software provisioning for new users
- Perform hardware swaps, reassignments, and routine equipment check-in/check-out
Asset Tracking
- Tag, assign, and track IT assets in the inventory management system
- Maintain stock levels of basic peripherals and consumables (mice, cables, adapters)
- Ensure returned equipment is wiped, reimaged, and ready for reassignment
- Support endpoint patch compliance by verifying device updates and reporting exceptions
Team Contribution & Process
- Participate in team standups, documentation reviews, and knowledge base updates
- Request clarification when procedures are unclear and contribute suggestions for improvement
- Cross-train with peers to build fluency across support areas (e.g., printer setup, mobile device config)
- Maintain workspace cleanliness, professionalism, and security
Minimum Qualifications
- High school diploma or GED required
- 2 years of IT support, desktop support, or technical customer service experience
- Foundational knowledge of Windows OS and Office 365 suite
- Familiarity with Active Directory, MFA, and VPN concepts preferred
- Experience with IT ticketing systems (e.g., ServiceNow, ManageEngine, ConnectWise)
- Valid driver’s license and ability to travel between local sites as needed
- Bachelor’s degree is welcome, but not a substitute for applied technical capability
Preferred Qualifications
- CompTIA A+ or Microsoft 365 Fundamentals certification
- Familiarity with remote support tools such as Quick Assist, RDP, or AnyDesk
- Exposure to endpoint deployment tools such as Autopilot or Intune
- Knowledge of ITIL basic practices or support operations models