IT Support Specialist (m/w/d)

Job Description

The IT Support Specialist is responsible for providing reliable, responsive technical support to end users across all departments and locations. This role serves as the primary point of contact for day-to-day IT needs, ensuring employees have consistent access to the hardware, software, network connectivity, and telecommunications tools required to perform their work effectively. The position supports both in-office and remote users and plays a critical role in minimizing downtime and maintaining a stable, secure technology environment.

Additionally, the IT Support Specialist focuses on desktop and endpoint support, user account administration, network and VOIP troubleshooting, and adherence to established technology standards. This role contributes to IT projects and operational improvements while collaborating with internal teams and vendors as needed. Success in this position requires strong troubleshooting abilities, clear communication with non-technical users, and the ability to work independently while delivering a high level of customer service and technical reliability.

Responsibilities & Essential Functions

End-User Technology Support & Service Delivery

• User Support: Provide responsive in-person support for on-site users and remote support for work-from-home and satellite office employees via phone, remote tools, and ticketing systems.
• Incident Resolution: Diagnose, troubleshoot, and resolve hardware, software, network connectivity, and peripheral issues in a timely and customer-focused manner.
• Help Desk Operations: Configure, manage, and maintain a Help Desk ticketing system, ensuring accurate documentation, prioritization, and resolution tracking.
• Technical Guidance: Provide clear technical instructions and recommendations to non-technical users, escalating issues when appropriate.

Hardware, Software, & Endpoint Management

• Technology Assessment: Analyze desktop and endpoint computing needs across departments and make recommendations for appropriate hardware and software solutions.
• Standards Definition: Establish and maintain company standards for desktop hardware, operating systems, and approved software.
• System Deployment: Install, configure, and maintain desktop and laptop hardware, operating systems, applications, peripherals, printers, and related equipment.
• Lifecycle Maintenance: Perform system updates, patches, upgrades, and replacements to ensure performance, security, and compatibility with business needs.

Network & Telecommunications Support

• Network Troubleshooting: Support and diagnose network-related issues, including DHCP, DNS, gateways, and local connectivity problems.
• Wiring & Ports: Manage network ports, support wiring from endpoint devices to network ports, and maintain wiring closets.
• Remote Connectivity: Provide network support for home-based workers, including Wi-Fi configuration, router troubleshooting, ISP coordination, and best-practice guidance.
• VOIP Administration: Support VOIP telephone systems, including adds, changes, phone trees, call groups, and troubleshooting.
• Mobile Device Management: Support and manage Android and Apple phones and tablets including data plans and equipment upgrades and purchases

Systems Administration & Access Management

• User Administration: Administer user accounts, permissions, and access for platforms such as Google Workspace, NetSuite, Salesforce, Blueink, and other approved systems.
• Security & Access Controls: Follow established IT policies for account provisioning, deprovisioning, and system access management.
• Vendor & Contractor Coordination: May serve as a technical point of contact for vendors or contractors performing IT-related work.

Project Support & Collaboration

• IT Project Participation: Participate in or lead IT infrastructure and end-user technology projects as assigned.
• Cross-Team Coordination: Collaborate with internal teams to support technology initiatives while maintaining alignment with established systems and platforms.
• Process Awareness: Apply ITIL principles and best practices when managing incidents, requests, and changes.

Performance Success Indicators

• Issue Resolution: Timely resolution of help desk tickets with high user satisfaction.
• System Reliability: Minimal downtime related to desktop hardware, endpoint systems, and network access.
• Standards Compliance: Consistent adherence to approved hardware, software, and access standards.
• Documentation Quality: Accurate and complete ticket documentation and system records.

Other Duties

• Other duties and tasks as assigned by management.
• Contribute to a positive and inclusive work environment.
• Exemplify All Energy Solar core values (Safety First, Dependability, Do the Right Thing, and Want to Win).

Skills/Qualifications

Experience

• 2+ years of experience supporting a variety of hardware, software, networked systems, or related field preferred, or an equivalent combination of education and relevant work experience considered.
• Previous Help Desk or IT service experience.

Technical Proficiency

• Proficient in Google Suite/Google Workspace (Slides, Sheets, Calendar, Forms, Docs, Gmail) or related software (preferred).
• Proficiency in CRM, ERP, and other related software. Salesforce, NetSuite, and RF Smart experience (preferred).
• Experience with PC and laptop hardware installation, maintenance, and troubleshooting.
• Proficiency with Windows, Android, and iOS operating systems.
• Working knowledge of desktop networking concepts and technologies.
• Experience supporting printers, peripherals, and VOIP systems.
• Familiarity with Help Desk ticketing systems and ITIL-based service processes (preferred).
• A+ certification or similar IT certification (preferred).

Core Skills

• Ability to analyze system data and build reporting to support operational and financial decision-making.
• Ability to manage multiple system initiatives and competing priorities.
• Strong interpersonal and communication skills for cross-functional collaboration.
• Ability to work tactfully and effectively with leaders across departments.
• Ability to clearly communicate through multiple channels with internal teams.
• Ability to translate complex processes into clear SOPs and training materials.
• Able to work under pressure, prioritize work, and meet deadlines.
• Comfortable working in a dynamic work environment with changing priorities.
• Proactive and solution-oriented demeanor.
• Excellent organizational skills and attention to detail.
• Ability to manage time effectively and work independently with minimal supervision.
• Detail oriented.
• Ability to thrive in an independent role.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer (frequent).
• Must be able to lift up to 15 pounds at times (frequent).
• Ability to type at least 40 words per minute (frequent).
• Must be able to access and navigate each department at the organization's facilities.

Compensation & Benefits

• This is a full-time exempt salaried position with an expected base annual salary range $70,000 - $80,000 (Depending on Qualifications & Experience).
• Hybrid: This position is eligible to work a combination of in-office work at AES headquarters (St. Paul, MN) and remote/work from home eligibility: (*Note: this is subject to change by management based on company and business needs, may or may not be eligible until 90+ days of employment/training period completion, will be determined and agreed on by management and employee, and contingent upon employees being in good standing).
• Schedule: Monday - Friday, 8:00 AM - 5:00 PM (company core hours). This position and the working schedule offers flexibility and may require additional hours outside of normal working hours including but not limited to mornings, evenings, and weekends.
• PTO accrual per hour will be .03847, up to 80 hours annually (120 hours annually after year 1).
• 6 paid holidays + 1 personal day.
• Dental + vision insurance (free for individual).
• Health insurance (free individual option).
• 401K with company match (eligible after 90 days, age 21+).
• Discretionary Profit Sharing Bonus based on company performance.
• Free employee assistance plan.
• Company-provided training and Continuing Education.
• Much more!

Equal Employment Opportunity Statement

All Energy Solar is an equal employment opportunity (EEO) to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location that we facilitate. All Energy Solar is a proud promoter of employment opportunities to our Military and Veterans.