IT Support Specialist I

Spectra Networks LLC

  • Peabody, MA
  • $40,000-60,000 per year
  • Permanent
  • Full-time
  • 1 day ago
Benefits:
  • Employee discounts
  • Opportunity for advancement
  • Training & development
Spectra Networks is seeking a motivated and customer-focused IT Support Specialist I to join our service desk team. This is an entry-level position designed for someone who is passionate about technology and eager to grow their career in IT. You’ll be the first line of technical support, helping end users resolve common issues with desktops, email, mobile devices, and business productivity tools.This is a client-facing role that requires excellent communication skills and a strong sense of professionalism. While based in our Peabody office, this position includes onsite work and client-site visits.Key Responsibilities
  • Provide first point-of-contact technical support to clients via phone, email, and remote access tools
  • Delight our clients with a friendly, quick, and helpful experience that aligns with our core values and mission.
  • Troubleshoot and support Windows 10/11 desktop environments.
  • Assist with Microsoft 365 and Google Workspace user issues (email, calendar, file access, Teams/Meet, etc.).
  • Provide setup and support for mobile devices (iOS and Android), including email, MFA, and mobile security policies.
  • Assist users with password resets, software installations, troubleshooting performance issues, printer problems, and connectivity issues.
  • Accurately document work and resolutions in the ticketing system.
  • Ensure client documentation is well-maintained.
  • Identify, communicate, and mitigate potential risks to the appropriate team members.
  • Clearly set expectations and communicate with the client through every stage of the ticket lifecycle.
  • Identify knowledge gaps that may require the creation of additional policies and or procedures.
  • Escalate more complex issues to Tier II or engineering teams as needed.
  • Participate in hardware setup and deployment (laptops, docking stations, monitors, peripherals).
  • Visit client sites occasionally to perform in-person troubleshooting or installations.
  • Undertake other duties as assigned.
Qualifications
  • 1–2 years of experience in an IT support or help desk role (or equivalent training/certification).
  • A love of problem-solving, a deep desire to learn, and a commitment to delivering amazing client experiences.
  • Great communication skills, founded in being a good listener
  • Strong understanding of operating systems, business applications, printing systems, and network systems
  • Experience with Microsoft 365 (Outlook, OneDrive, Teams, SharePoint).
  • Hands-on experience supporting iOS and Android mobile devices.
  • The ability to speak both Geek and human
  • Ability to multitask and prioritize in a fast-paced environment.
  • Valid driver’s license and reliable transportation for client visits.
  • Some physical tasks, including carrying equipment, are essential for this role
Bonus Skills (Nice to Have)
  • Experience with remote support tools (e.g., ScreenConnect, TeamViewer, SplashTop, RMM agents).
  • Familiarity with ticketing systems (e.g., Autotask, ConnectWise, Zendesk).
  • Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, as well as ITIL and ITSM.
  • Client Experience Certifications, such as Helpdesk Habits, etc.
  • Interest in pursuing certifications such as CompTIA A+, Network+, or Microsoft Fundamentals.
  • Experience working for a Managed Service Provider (MSP) / IT Support Business.
What We Offer
  • Full-time employment with opportunities for advancement.
  • A collaborative team culture with ongoing professional development.
  • Hands-on experience with a wide variety of client environments and technologies.
  • Competitive compensation and benefits, including paid time off, dental and health insurance, supplemental insurance, professional development, certification reimbursement, and employee discount program.
Spectra Networks is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building an inclusive workplace.

Spectra Networks LLC