IT Support Specialist

Description

About the Role

We’re looking for a hands-on IT Support Specialist to help keep our growing car wash business running smoothly. This role blends corporate help desk support with in-the-field troubleshooting when our sites need extra support.

In our environment, uptime is everything. When a tunnel goes down or team members are locked out of their accounts, operations stall and revenue is impacted. Your mission is simple: move fast, troubleshoot effectively, and get our teams back online with minimal downtime.

If you enjoy solving problems, working in a fast-paced environment, and seeing the direct impact of your work on daily operations, you’ll thrive here.

What You’ll Do

Help Desk Support (HQ & Sites)

• Serve as the first point of contact for IT issues across corporate and field teams.
• Receive, troubleshoot, resolve, and thoroughly document support tickets.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows 11, desktop issues, software installations, browser problems, and printer troubleshooting.
• Maintain strong ticket documentation and help build and improve runbooks to streamline recurring issue resolution.

Field Support

When remote troubleshooting isn’t enough, you’ll head on-site.

• Travel to locations to resolve issues such as tunnel outages, iPad problems, WiFi failures, and other operational disruptions.
• Diagnose power issues, network outages, and software application problems.
• Troubleshoot and support POS systems, kiosks, receipt printers, tablets, barcode scanners, cameras, and NVR systems.
• Swap cables, replace peripherals, deploy new equipment, and perform basic connectivity checks.
• Open and manage tickets with vendors and ISPs, provide detailed documentation, and drive issues through full resolution.
• Maintain spare equipment and ready-to-go kits (cables, adapters, peripherals) so you can respond quickly when something breaks.

Networking (Foundational Level)

You don’t need to be a network engineer, but you should be comfortable with the basics:

• Running ping tests and interpreting results
• Reviewing ipconfig output
• Troubleshooting DHCP, DNS, and WiFi issues
• Triage and escalate more complex networking problems when needed

Not part of this role: Component-level hardware repair or server administration — those are handled by other members of the IT team.

Requirements

What We’re Looking For

• 1–3 years of help desk, desktop support, or field IT experience (multi-site experience is a plus).
• Strong knowledge of Microsoft 365 and Windows 11 troubleshooting.
• Solid understanding of basic networking concepts (IP, DHCP, DNS, WiFi).
• Clear and calm communication skills — especially when working with frustrated users.
• Strong organizational skills and the ability to prioritize multiple active issues.
• Valid driver’s license and ability to travel to site locations.

Nice to Have

• Experience supporting POS systems or working in retail/multi-site environments.
• Familiarity with Microsoft Entra ID, Intune, or MDM tools.
• Experience working with ISPs and vendors, with strong documentation habits.
• ITIL background or structured ticketing discipline.

Physical Requirements

• Ability to remain in a stationary seated or standing position for various increments of time
• Able to move about to access a variety of tools and office equipment
• Able to consistently operate a computer or other electronic device
• Able to ascend or descend a ladder, crouch or crawl
• Ability to lift up to 50 lbs, lift over head, twist and turn body when appropriate
• Must be able to communicate clearly through both verbal and written form