About the role
As an IT Support Specialist at CD Peacock, you will provide first-line technical support to employees and help ensure the reliable operation of the Company’s technology systems. You will troubleshoot hardware, software, network, printer, mobile device, and system-access issues while providing responsive and professional customer service.
This role is ideal for a detail-oriented problem solver with strong technical and communication skills who enjoys helping others and can effectively manage multiple priorities in a collaborative, fast-paced environment.
What you'll do
- Serve as the first point of contact for employee technical support requests received by phone, email, chat, or the Company’s ticketing system.
- Troubleshoot hardware, software, network, printer, mobile device, and connectivity issues.
- Install, configure, maintain, and troubleshoot desktops, laptops, peripherals, mobile devices, and business applications.
- Create, manage, prioritize, and resolve support tickets in accordance with established service expectations.
- Set up and manage user accounts, passwords, permissions, and system access using Active Directory and Microsoft 365.
- Support employee onboarding and offboarding, including account setup, access changes, equipment preparation, and equipment collection.
- Perform routine system updates, software installations, security patches, and preventative maintenance.
- Support conference room technology, video-conferencing systems, and other office equipment.
- Maintain accurate inventory records for IT hardware, software, licenses, and assigned equipment.
- Document troubleshooting procedures, system configurations, resolutions, and knowledge-base articles.
- Follow Company information-security policies and promote cybersecurity best practices.
- Escalate complex or unresolved technical issues to the appropriate internal or external resource.
- Provide occasional technical support at other CD Peacock locations as needed.
- Perform other information technology-related duties as assigned.
Qualifications
- Associate degree in Information Technology, Computer Science, or a related field, or equivalent relevant work experience.
- 1–3 years of IT help desk, desktop support, or related technical support experience.
- Working knowledge of Windows 10 and Windows 11, Microsoft 365, Active Directory, PC hardware troubleshooting, and basic networking concepts, including TCP/IP, DNS, and DHCP.
- Working knowledge of SQL databases.
- Experience supporting macOS and mobile devices, including iOS and Android, is preferred.
- Familiarity with Microsoft Entra ID, formerly Azure Active Directory, is preferred.
- Experience with remote-support and ticket-management tools is preferred.
- CompTIA A+, Network+, Microsoft, or other relevant technical certifications are preferred.
- Knowledge of PowerShell scripting or other programming languages is a plus.
- Strong technical troubleshooting, analytical, and problem-solving skills.
- Excellent communication and interpersonal skills, with a demonstrated commitment to customer service.
- Strong organizational and time-management skills with the ability to prioritize multiple requests.
- High attention to detail and commitment to accuracy.
- Demonstrates professionalism, honesty, integrity, discretion, and sound judgment.
- Must be able to work 40 hours per week onsite.
- Must be able to lift and move computer equipment weighing up to 40 lbs.
- Occasional travel between Company locations may be required.
Benefits
- CD Peacock offers a competitive compensation and benefits package, including health benefits, paid time off, employee discounts, and opportunities for professional growth.