IT Technical Support Specialist

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has a great opportunity to join our team. Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu, to provide contractors with world-class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.

The IT Technical Support Analyst serves as the first point of contact for end-user technical support and IT Service Delivery.  The role supports the organization's technology environment by troubleshooting incidents, fulfilling service requests, documenting solutions, and escalating complex issues to higher-level support teams as needed.  The ideal candidate possesses strong customer service skills, technical aptitude, attention to detail, and a desire to continuously improve.

• Provide timely, professional, and high-quality customer service to users by responding to various computer technology-related needs.
• Process IT Support requests, utilizing the IT ticketing solution. Continually monitor ticket progress and drive to resolution.
• Troubleshoot and resolve issues related to Windows and macOS endpoints, user access, M365 applications, email and collaboration tools, printers and peripherals, and basic network connectivity.
• Deploy and manage company workstations according to standards.
• Provide first-level application triage and support to internal users.
• Participate in cross-functional processes to manage user accounts and appropriate user access.
• Maintain accurate internal documentation, including procedures, standards and knowledge articles.
• Support the organization’s Change Management and ITSM processes.

Education and/or Experience:

• High school diploma or GED and 6 months to a year of technical higher education preferred; at least 1 year of experience in customer service or related field; or equivalent combination of education and experience.
• Prior IT Support and basic printer/peripheral device troubleshooting experience helpful.

Certificates, Licenses, and Registrations:

• No certificates, licenses, or registrations are required for this role.

Technical Knowledge, Skills, and Abilities:

• Knowledge of hardware and software in use within the organization, including PCs, client software, printers, copiers, etc.
• Working knowledge of client operating systems, including Windows 10 and Windows 11.
• Working knowledge of Microsoft Office and Microsoft 365 services.

Process Knowledge, Skills, and Abilities:

• Experience using IT ticketing systems to manage work.
• Experience with supporting workstations in an IT environment.
• Proficiency with logical and systematic problem solving.

Communication, Skills and Abilities:

• Communicates effectively with technical and non-technical people.
• Works with a customer focused, “can do” approach.
• Builds and maintains positive relationships with individuals at all levels of the organization.

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to walk. Specific vision requirements are close and peripheral vision.

Office Environment:  Typical office building with most work performed at a desk using equipment such as PCs, phones, and electronic files.

We’re also interested in hiring a great candidate that holds these values so we can further build a strong company culture:

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Take the perspective of those we serve, anticipate their needs, and responding quickly.
• One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions.

At Johnstone Supply, we recognize that our employees’ growth, well-being, and success drives the company’s success. We offer a competitive wage, in addition to health and wellness benefits including medical, dental, vision coverage, and options for supplemental care. We provide the resources you need to take charge of your well-being, including:

• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay – we recognize and pay our employees for 7.5 holidays per year
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance and short-term disability
• Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance
• 24/7 Access to virtual care/telehealth options
• Health Savings Account (HSA) with employer contribution; Flexible spending accounts (FSA)
• Wellbeing program with opportunity to earn reduced medical costs
• Employee Assistance Program (EAP) for you, and your family
• Tuition reimbursement
• Employee referral bonus program
• Employee service milestone recognition program

We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

EOE & E-Verify Participating Employer.