Job Description

The IT Support Specialist provides frontline technical support, manages the lifecycle of employee devices, and ensures stable connectivity across regional offices and remote teams. This role serves as the primary IT support presence for the Kent headquarters and surrounding west coast offices, while also assisting remote employees. Responsibilities include employee onboarding/offboarding, network troubleshooting, and maintaining secure and reliable technology resources. The IT Support Specialist also partners closely with the Systems & Security Specialist on escalated issues and system integrity.

Essential Duties

Helpdesk Support

Monitor the IT support inbox and ticketing system, responding to issues promptly. Resolve login/password resets, MFA re-enrollments, and Microsoft 365 application issues (Teams, Outlook, OneDrive). Troubleshoot laptops, printers, docking stations, webcams, monitors, and conference room AV. Document fixes with clear, user-friendly explanations. Escalate advanced or security-related issues to the Systems & Security Specialist.

Device Lifecycle Management

Track and manage laptop and phone inventory across multiple sites. Order, stage, configure, secure, and deploy devices with proper approvals. Ship equipment to remote staff or deliver/install onsite. Process device returns, reimage for reuse, and ensure proper recycling/disposal of retired equipment.

Onboarding & Offboarding

Prepare and configure laptops/phones for new hires; ship or set up in person. Conduct first-day IT orientation (logins, MFA, system introductions). Partner with HR and managers for smooth transitions. Collect and reimage equipment during offboarding, and promptly disable access and accounts.

Field & Regional Support

Provide onsite IT support during regular visits to headquarters and regional offices (Centennial, Aurora, Phoenix, Stockton, Rialto, Anchorage). Act as dedicated IT presence during visits for hands-on troubleshooting. Perform routine equipment checks (conference rooms, network hardware, shared workstations). Coordinate with local leaders on office technology needs. Support office expansions, moves, or technology upgrades.

Documentation & Backup

Maintain records for device staging, shipping, and troubleshooting. Contribute to the IT knowledge base (SharePoint/OneNote/Wiki/Trainual). Cross-train on Microsoft 365 administration (password resets, group creation, license assignments). Provide backup coverage for provisioning and access management.

Networking & Connectivity

Install, configure, and troubleshoot Wi-Fi (Peplink, eero) at regional offices. Partner with ISPs and vendors on internet or bandwidth issues. Provide basic support for office telephony (RingCentral phones, apps, headsets). Ensure conference rooms and collaboration spaces remain fully functional.

Shared Team Responsibilities

Provide backup coverage across IT functions to ensure continuity. Keep IT documentation accurate and updated. Travel as needed to regional offices to provide support.

Participate in quarterly cross-training to balance team skill sets.

Relevant Experience

Technical Support / Helpdesk (2-4 years)

Tier 1 or Tier 2 helpdesk experience resolving end-user issues. Hands-on troubleshooting of laptops, phones, AV, and peripherals. Experience working with a ticketing system.

Device Lifecycle & Asset Management (1-3 years)

Deploying and securing laptops/phones. Managing inventory across multiple offices. Handling device returns, reimaging, and disposal.

Networking & Connectivity (1-2 years)

Basic network hardware troubleshooting (routers, Wi-Fi, access points). Partnering with ISPs/vendors for service issues. Exposure to VoIP systems (RingCentral or similar).

Onboarding & Offboarding (1-3 years)

Preparing devices and accounts for new hires. Delivering IT orientation for new employees. Coordinating device collection and account deactivation for offboarding.

Regional / Field IT Support (1-2 years)

Providing in-person support in office environments. Supporting remote or satellite offices. Assisting with IT setups, relocations, and upgrades.

Cloud & Collaboration Tools

Supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint). Familiarity with MFA, password resets, and basic administration. Experience with AV and conference room systems.

Pay Range:

$34.00 - $37.00 per hour