Position Title: Technical Support Specialist

Reports To: IT Systems & Support Manager

Department: IT

FLSA Status: Non-Exempt

Travel: Frequent local/regional travel (approx. 50%), including occasional overnight stays (required).

Position Purpose and Objectives

This position is responsible for providing both remote and on-site technical support across all ATS locations. Key responsibilities include troubleshooting hardware, software, and network issues, as well as installing and maintaining IT equipment and infrastructure. This role ensures that systems, devices, and networks remain operational and efficient throughout the organization with the goal of ensuring technical continuity throughout.

As a vital part of the IT Team, this position supports end users, assists with infrastructure deployments, and travels to various locations to perform installations and repairs as needed.

Roles and Responsibilities

• IT Support & Troubleshooting: Serve as the first point of contact via phone, email, and ticketing systems, providing remote and on-site support for hardware, software, network, and POS issues, including escalation as needed.
• System Maintenance: Install, configure, and maintain operating systems, software, patches, and IT equipment including PCs, servers, and peripherals.
• Network & Infrastructure: Assist with network setup and support, including hardware installation, Cat6 cabling, RJ45/keystone terminations, and maintaining network performance and stability.
• Documentation & Asset Management: Assist the team with documenting support activities, maintaining accurate inventory records, and tracking IT equipment and deliveries.
• Logistics & Service: Support ATS locations through frequent travel, including occasional overnight stays, assist with on-site setups (including PA systems), maintain organized workspaces, and deliver excellent customer service while adhering to company policies.

Technical & Professional Requirements

• Troubleshooting: Strong hardware, software, and basic networking troubleshooting skills (required).
• Systems: Working knowledge of Windows OS, Microsoft 365, and Android/iOS devices (preferred).
• Networking: Basic understanding of LAN/WAN, IP, DNS, and DHCP (preferred).
• Tools: Experience with remote support tools and helpdesk/ticketing systems (e.g., Zendesk) (preferred).
• Infrastructure: Familiarity with structured cabling standards (preferred).
• Soft Skills: Strong time management, organization, and customer service mindset; ability to work independently and as part of a team (required).

Qualifications & Education

• Experience: 2 or more years of IT support or technical experience (required).
• Education: Associate/Bachelor’s degree in IT, Computer Science, or equivalent experience (preferred).
• Certification: Relevant IT certifications are preferred, such as CompTIA A+ and CompTIA Network+ (or equivalent), along with cabling and scissor lift certifications. Candidates may be required to obtain one or more certifications within 6–12 months of employment (preferred).
• Driving: Valid driver’s license, clean driving record, and reliable transportation that meets the company vehicle allowance program (required).
• Travel: Frequent local/regional travel (approx. 50%), including occasional overnight stays (required).
• Screening: Must pass a background check, motor vehicle check, and drug screen (required).

Competencies

Never- 0%, Occasionally- 1-33%, Frequently- 34-66%, Continuously- 67-100%

Physical Demands:

• Occasionally - Carrying up to 50 lbs., pushing and pulling up to 25 lbs., lifting up to 50 lbs., climbing up to 14-foot height, operating a scissor lift at heights of 30+ feet, balancing, stooping, kneeling, crouching, handling and smelling.
• Frequently - Walking on tile/concrete, bending, feeling, and reaching waist/overhead level.
• Continuously - Standing on tile/concrete, talking, seeing, and hearing.
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

Other:

• Mostly regular and weekend hours, occasionally working evenings and holiday hours as needed.
• Working environment includes inside of building with controlled temperatures and outside conditions with varying weather and temperatures.

Other duties as assigned: Please note that this job description may not cover every duty or responsibility that might arise in the course of employment. Employees are expected to perform other duties as assigned, which may not be explicitly stated in this document.  This job description is not intended to be a comprehensive list of all duties, responsibilities, and qualifications required of employees in this position. The duties and responsibilities outlined here are intended to provide an overview of the primary functions of the role, but they may change as the needs of the organization evolve.

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