Technical Support Specialist

We’re seeking a proactive and personable Technical Support Specialist to join our team in Columbia, Missouri. This role is essential to providing reliable, first-line IT support across both macOS and Windows environments for offices across North America. You’ll assist users with day-to-day technical issues, manage onboarding and offboarding processes, and ensure a seamless support experience for all staff and clients. 

Essential Duties and Responsibilities (Other duties may be assigned)

• Respond promptly to support requests via phone, email, and ticketing system. 
• Troubleshoot and resolve hardware, software, and basic networking issues on macOS and Windows devices. 
• Provide end-user support for common tools including Microsoft 365, Google Workspace, and business-critical applications. 
• Manage both on-site and remote onboarding and offboarding procedures including device setup, user account provisioning, permissions, and documentation. 
• Perform basic system administration (password resets, printer setup, Wi-Fi configuration, VPN access). 
• Maintain and update ticketing systems, support documentation, change management, and asset records. 
• Escalate complex issues to local Technology Specialist and/or higher tier staff with clear context and steps taken. 
• Deliver excellent customer service with clear, friendly, and professional communication. 
• Take ownership of the technology experience within your local office, collaborating with management on initiatives to enhance user experiences and promote enthusiasm for our workspace. 

Qualifications - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1–2 years of experience in a helpdesk or IT support role. 
• Proficiency in troubleshooting hardware issues and conducting computer/systems diagnostics. 
• Strong working knowledge of both macOS and Windows operating systems. 
• Familiarity with Microsoft 365, Google Workspace, and remote support tools. 
• Exposure to Office 365 platform and associated applications (OneDrive, Teams, SharePoint, InTune, Azure Active Directory, etc.). 
• Familiarity with ABM & MDM fundamentals for macOS/iOS/iPadOS and Jamf  
• Ability to troubleshoot issues within the Adobe Creative Cloud suite. 
• Understanding of basic networking concepts (DNS, TCP/IP, Subnetting, DHCP, VPN, Wi-Fi). 
• Strong organizational skills with the ability to manage multiple support tasks. 
• Excellent verbal and written communication skills. 
• Attention to detail, especially in user account management and documentation. 
• Previous experience managing onboarding/offboarding workflows. 
• Basic scripting or automation familiarity (e.g., PowerShell, Bash, Z Shell). 
• Certifications such as CompTIA A+, Apple ACSP, Apple ACITP or equivalent are a plus. 

In addition to Technical Skills, the ideal candidate must possess the following qualities: 

• Confidence in expanding technical knowledge and proposing ideas to enhance user experiences. 
• Dependability in seeking solutions to challenging issues and delivering results. 
• Effectiveness in task prioritization and communication of project statuses to both staff and IT teams. 
• Strong interpersonal skills to build relationships with users and external partners, effectively addressing their concerns. 
• Attention to detail to ensure accurate completion of tasks, including documentation/inventory updates and timesheet management. 
• Flexibility for limited travel to provide support to other offices.  

Total Perks Package

• The chance to be a part of a growing company and the next success story
• Amazing opportunities for career development
• Recognition programs
• Employee referral bonus
• Hybrid work schedule; 3 days in the office, 2 days working from home
• Fun and collaborative work environment
• Casual dress code
• Insurance Coverage (medical, dental, vision, life, and disability)
• 401(k) retirement plan, with employer 3% match
• Work/life benefits, including mental health and wellbeing support
• Robust Paid Time Off program, increasing with years of employment
• Paid holidays, including agency closing Christmas Eve-New Years Day
• Maternity, Paternity, and Adoption Paid Time Off, plus Voluntary Paid Leave Bank