IT Support Specialist

SUMMARY
The IT Support Specialist provides technical support to end-users, maintains IT equipment, and ensures the smooth operation of the organization's help desk. This role involves troubleshooting hardware, software, and network issues, maintaining IT assets, and delivering exceptional customer service to internal and external stakeholders.

REQUIRED EXPERIENCE & RESPONSIBILITIES
End-User Support

• Respond to and resolve technical issues for end-users via phone, email, or in-person.
• Provide guidance and training on IT systems, tools, and best practices.
• Assist with account setup, password resets, and software installation.

Help Desk Responsibility

• Serve as the first point of contact for IT-related inquiries.
• Monitor and manage help desk tickets, ensuring timely resolution.
• Escalate complex issues to appropriate IT team members or vendors.

Equipment Maintenance

• Install, configure, and maintain desktops, laptops, printers, and other peripherals.
• Conduct routine maintenance and updates on IT equipment.
• Maintain an accurate inventory of hardware and software assets.

System Administration Support

• Assist in managing user accounts and permissions in various systems.
• Support basic network troubleshooting and maintenance.
• Collaborate on IT projects, including system upgrades and rollouts.

Documentation and Reporting

• Maintain detailed records of support requests and resolutions.
• Create and update user guides, FAQs, and troubleshooting documentation.
• Provide regular status updates to IT leadership.

Other

• Maintain open and clear communications with the owners, managers, and other employees of the Company.
• Comply with all relevant company policies and procedures outlined in the K1 Management Services Employee Handbook.
• Conduct all activities in accordance with local, state, and federal liquor control regulations.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/o r ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION
Knowledge of a specialized or technical field such as cost or general accounting, business administration, logistics, management, economics, human resources, marketing, supply chain management, sales, technical purchasing. Equivalent to high school plus additional broad
specialized training equal to 2 years of technical college OR apprenticeship training.
Degree: 3, Points: 45

EXPERIENCE
Over 3 years up to and including 5 years
Degree: 5, Points: 100

COMPLEXITY OF DUTIES
Duties are diversified and involve an intensive knowledge of a technical or specialized field within the organization requiring the use of a wide range of procedures. Must apply principles of rational systems to solve practical problems. Required independent thinking and use of judgment to interpret and analyze facts and circumstances surrounding individual problems or transactions, and to determine appropriate action to be taken within the limits of standard or accepted practice.
Degree: 3, Points: 45

SUPERVISION RECEIVED
Under specific direction where definite objectives or goals are established requiring the use of a wide range of procedures and the employee plans and arranges own work and coordinates work with others, referring only unusual case to supervisor or others.
Degree: 3, Points: 20

RESPONSIBILTY FOR ERRORS
Probable errors may be serious, involving losses such as improper costs, failure to take discounts, overpayment, loss or holding up productivity, damage to equipment. Effects are usually confined within the company. Most of the work is not verified or checked.
Degree: 3, Points: 20

CONTACT WITH OTHERS
Regular contacts throughout the normal working with the other persons, departments, vendors, customers, etc., on matters involving corrections or adjustment where proper behavior and tact are necessary to avoid friction and to maintain the flow of work.
Degree: 3, Points 20

CONFIDENTIAL DATA
Full and complete access to reports, records, plans, and programs of the company, where utmost integrity is required to safeguard the company’s competitive position.
Degree: 5, Points: 25

MENTAL/VISUAL/AUDITORY DEMAND
Moderately complex, exacting work, requiring mental and visual attention in such typical tasks as advanced math, etc.
Degree: 3, Points: 15

WORKING CONDITIONS
Usual office working conditions.
Degree: 1, Points: 5

TOTAL POINTS:295, GRADE: 6

EQUIPMENT
Ability to operate standard office machines (copier, calculator, fax, computer, etc.). Expert knowledge of networks and system administration. Proficient with the Office365 Suite etc.

CERTIFICATES, LICENSES, REGISTRATIONS
MCSE (Microsoft Certified Software Engineer) preferred.

LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

ERRORS
Probable errors may be serious involving losses such as improper costs, failure to take discounts, overpayment, loss of or holding up production, waste of material, damage to equipment, etc. Effect usually confined within the company; but may have minor effect outside the company. Most of the work not directly verified or checked.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Ability to travel between company locations.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Usual office working conditions.

A job description, by its nature, can't include every aspect of the job. Because of this, any function that would reasonably fall under the responsibility of the Manager of Information Services (MIS) is assumed and it is expected that the IT Support Specialist will act accordingly. The IT Support Specialist will be expected to perform any other task not included in this job description requested by management.

Minimum Qualifications
A candidate who does not meet the following minimum qualification will not be considered for this position.

• Equivalent to high school plus additional broad specialized training equal to 2 years of technical college OR apprenticeship training.
• Over 3 years up to and including 5 years
• Internal candidates must have a recommendation from their manager or department head.