Technical Support Specialist

Job Title: Technical Support Specialist

Department: IT

Reports To: Director of IT

Location: In Office; Boca Raton, FL

FLSA Status: Exempt

SUMMARY:

The Technical Support Specialist is responsible for providing advanced technical support and systems-level troubleshooting across the organization's IT environment. This role goes beyond routine support by analyzing, diagnosing, and resolving complex hardware, software, and system performance issues while contributing to the design, improvement, and optimization of IT support processes and infrastructure.

The Technical Support Specialist exercises independent judgment and discretion in evaluating technical challenges, determining appropriate solutions, and implementing improvements that enhance system reliability, user experience, and operational efficiency. This role serves as a key escalation point and collaborates with IT leadership on continuous improvement initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Analyze, diagnose, and resolve complex technical issues related to workstations, systems, applications, and network connectivity.
• Serve as an escalation point for advanced support issues requiring in-depth technical expertise and problem-solving.
• Evaluate recurring technical issues and perform root cause analysis to implement long-term solutions.
• Design, recommend, and implement improvements to IT support processes, workflows, and system performance.
• Configure, optimize, and maintain operating systems, applications, and endpoint management tools.
• Collaborate with IT leadership to support system upgrades, deployments, and infrastructure enhancements.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Provide guidance and technical expertise to junior support staff and end users.
• Assess system performance and recommend enhancements to improve efficiency, security, and scalability.
• Participate in IT projects, including system implementations, migrations, and technology rollouts.
• Ensure compliance with organizational IT standards, security protocols, and best practices.
• Research and evaluate new technologies to support business needs.

Knowledge, Skills & Abilities

• Associate or bachelor's degree in information technology, Computer Science, or related field preferred.
• Three (3) + years of experience in technical support, systems support, or a related IT role.
• Experience with advanced troubleshooting, system analysis, and endpoint management tools.
• Demonstrated experience handling escalated or complex technical issues.
• Experience contributing to IT projects, system improvements, or process optimization initiatives.

CERTIFICATES and LICENSES

• CompTIA A+, Network+, or similar certifications preferred
• Microsoft, Azure, or other relevant certifications preferred

LANGUAGE SKILLS:

Ability to read and comprehend complex instructions, correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

REASONING ABILITY:

An ability to solve practical problems and deal with a variety of concrete and abstract variables in situations where only limited standardization exists.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch and/or crawl. The employee must also occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and color vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to frequently inspect the project and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.