IT Support Specialist

SHINE Technologies is seeking an IT Support Specialist to provide advanced technical support to internal customers and serves as the primary point of contact for end user technology issues. This role is responsible for diagnosing and resolving complex hardware, software, and operating system issues across multiple platforms. The IT Support Specialist takes ownership of incidents through resolution, identifies root causes of recurring issues, and collaborates with other IT teams to improve end user technology, reliability, and support processes.

The base salary range for this position is $25.00 - $28.00 per hour plus a comprehensive compensation package. Our salary ranges are determined by role, level, and location.

Duties and Responsibilities of the IT Support Specialist:

Technical Support and Troubleshooting

• Provide advanced troubleshooting and support for Windows, macOS, and Linux operating systems.

• Diagnose and resolve hardware, operating system, application, and connectivity issues.

• Provide in-person and remote support for end users as needed.

• Take ownership of incidents through resolution, including clear documentation and end user communication.

Incident Management and Documentation

• Monitor, manage, and resolve help desk tickets according to priority and service level objectives.

• Perform root cause analysis on recurring incidents and recommend long-term solutions.

• Maintain accurate asset inventory and configuration documentation.

• Contribute to knowledge base articles, troubleshooting guides, and support documentation.

Systems Support and Collaboration

• Assist with provisioning, configuration, deployment, and support of end user devices.

• Support system upgrades, software deployments, and new technology initiatives.

• Collaborate with systems, network, and security teams on escalated issues.

• Adhere to and promote information security policies, standards, and best practices.