Technical Support Specialist

Job Description

We’re seeking a proactive and personable Technical Support Specialist to join our team in Columbia, Missouri. This role is essential to providing reliable, first-line IT support across both macOS and Windows environments for offices across North America. You’ll assist users with day-to-day technical issues, manage onboarding and offboarding processes, and ensure a seamless support experience for all staff and clients.

Essential Duties and Responsibilities (Other duties may be assigned)

• Respond promptly to support requests via phone, email, and ticketing system.
• Troubleshoot and resolve hardware, software, and basic networking issues on macOS and Windows devices.
• Provide end-user support for common tools including Microsoft 365, Google Workspace, and business-critical applications.
• Manage both on-site and remote onboarding and offboarding procedures including device setup, user account provisioning, permissions, and documentation.
• Perform basic system administration (password resets, printer setup, Wi-Fi configuration, VPN access).
• Maintain and update ticketing systems, support documentation, change management, and asset records.
• Escalate complex issues to local Technology Specialist and/or higher tier staff with clear context and steps taken.
• Deliver excellent customer service with clear, friendly, and professional communication.
• Take ownership of the technology experience within your local office, collaborating with management on initiatives to enhance user experiences and promote enthusiasm for our workspace.

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/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.