IT Support Specialist

Job summary

Cascade Designs is seeking a highly motivated IT Support Specialist to join our team at our Reno headquarters. This role is responsible for delivering comprehensive technical support across a diverse IT environment, ensuring the reliable operation of hardware, network, and software systems.

The ideal candidate will play a key role in supporting end users across multiple locations in the U.S. and Europe, while contributing to the stability, security, and continuous improvement of our IT infrastructure. This position requires strong technical expertise, excellent analytical and problem-solving abilities, and a customer-first mindset.

Key Responsibilities

• Provide end-user support for computer hardware (PCs, Macs, laptops) and peripherals across domestic and international locations
• Administer and support Microsoft 365 applications, including Teams and related collaboration and communication systems
• Assist with configuration, maintenance, and troubleshooting of network infrastructure (wired and wireless)
• Support DSI mobile applications and handheld devices essential to our supply chain
• Deliver application support for productivity tools, reporting software, and ERP system (Oracle JD Edwards)
• Manage user accounts in Active Directory, including provisioning, updates, and deactivation
• Develop, maintain, and deploy standardized configurations for desktops and laptops
• Track and manage software inventory to ensure compliance with licensing agreements
• Oversee the full lifecycle of IT support tickets, ensuring accurate documentation, timely prioritization, and efficient resolution to maintain high service standards
• Diagnose and repair hardware issues; coordinate with vendors for warranty and service support
• Monitor and maintain network infrastructure, including wireless access points and switches
• Proactively identify issues, research solutions, and guide users through resolution steps
• Create and maintain IT documentation, including policies, procedures, and knowledge base articles
• Support backup and recovery operations using Barracuda or similar data protection solutions
• Stay current with emerging technologies and recommend improvements to IT standards and practices

Education & Certifications

• Bachelor's degree in information systems, Computer Science, Mathematics or a related field (or equivalent experience)
• Microsoft certifications or similar credentials preferred

Skills & Experience

• Hands-on experience with desktop hardware/software installation, configuration, and troubleshooting
• Strong experience supporting Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Teams etc.)
• Working knowledge of databases and basic SQL scripting
• Solid understanding of network protocols, routing, firewalls, and security best practices
• Experience with JD Edwards ERP is a plus
• Familiarity with network infrastructure components (cabling, switches, printers, and peripherals)
• Strong troubleshooting and analytical skills with a structured problem-solving approach
• Excellent customer service skills with the ability to communicate technical concepts clearly
• Self-starter with the ability to learn new technologies quickly and adapt in a fast-paced environment

Core Competencies

• Communication: Clearly conveys technical information to both technical and non-technical audiences
• Collaboration: Works effectively across teams to achieve shared goals
• Accountability: Takes ownership of tasks and follows through to completion
• Adaptability: Maintains flexibility and openness to change in a dynamic environment
• Initiative: Proactively identifies opportunities for improvement and takes action
• Leadership: Contributes ideas, builds alignment, and supports team success

Work Environment

• This role supports mission-critical systems and applications utilized by a broad range of users, including customers and employees across all levels of the organization
• Work is performed across a variety of environments, including office spaces, manufacturing facilities, and distribution warehouses
• Operates in a fast-paced environment with shifting priorities, requiring the ability to effectively manage interruptions while maintaining productivity and focus
• Exercises sound judgment in triaging incoming requests, balancing urgent issues with ongoing tasks and projects
• Participates in an on-call rotation to respond to system outages and critical incidents
• Availability for occasional evening and weekend work is required to support system upgrades, maintenance, and project implementations

Physical requirements

• Ability to lift and move equipment weighing up to 50 pounds
• Capable of performing tasks that may require standing, bending, or working under desks or in confined spaces to install or service equipment