IT Support Specialist

About the Company
Harris is one of the country’s leading mechanical contractors, delivering projects across a range of industries and facilities, including stadiums, manufacturing facilities, power plants, hospitals, concert halls, and classrooms. The company combines the resources and stability of a national organization with the team culture, creativity, and customer relationships of a local business.

About the Role
Harris is seeking an IT Support Specialist to provide technical assistance to employees across the organization, both remotely and in person. The role covers computer systems, software, peripherals, user accounts, and access management, with a focus on resolving issues efficiently and providing a positive user experience. The IT Support Specialist will assess support requests, troubleshoot technical problems, determine when escalation is needed, and document each issue from initial contact through resolution and follow-up. This position also contributes to IT documentation, equipment management, application support, system deployments, and improvements to support processes.

Key Responsibilities
● Receive, respond to, and monitor technical support requests, keeping ticket records updated and ensuring timely resolution in line with established policies and service-level standards. ● Follow escalation procedures when issues require advanced troubleshooting or application support. ● Answer user questions, provide end-user training, and resolve technical problems through telephone, email, and remote support tools. ● Manage user access to software applications and folders using authorized administrative tools. ● Support the complete user equipment lifecycle, including initial setup, account creation, onboarding, file access, equipment replacement, data transfers, account termination, and equipment returns. ● Prepare detailed internal and external IT documentation covering technical procedures, troubleshooting steps, and workflows. ● Assist with administration of the primary ticketing system, including maintaining ticket templates, automations, and triggers to improve efficiency. ● Participate in the PMO Governance process to understand and support Harris’s overall technology strategy. ● Meet assigned project milestones, deadlines, and deliverable requirements. ● Gather and analyze information about malfunctioning applications and software to support incident reporting and resolution. ● Assist with computer and peripheral deployments, relocations, and associated technical activities. ● Maintain performance standards for technical support, ticket quality, key performance indicators (KPIs), and service-level agreements (SLAs). ● Create and maintain application and end-user documentation in accordance with departmental, company, and industry standards. ● Investigate, track, and resolve minor project, system, and application errors in a timely manner. ● Maintain inventory records for loaned laptops, desktops, peripherals, and accessories, and request replacements when needed. ● Develop and apply standard computer images with authorized software to maintain consistent device configurations. ● Help prepare integrated testing scenarios for application deployment and configuration, contributing information to comprehensive testing plans. ● Research information systems across multiple levels and states, including how different systems relate to one another. ● Stay informed about current business practices and innovations. ● Investigate the root causes of inefficient processes, identify opportunities for process automation, and recommend corrective actions. Required Qualifications ● High school diploma. ● Help desk or technical support experience. ● At least 2 years of experience diagnosing and resolving technical issues in a business environment. ● Strong customer service experience. ● Proficiency with office productivity software. ● Experience using hardware and software diagnostic tools in a Microsoft Windows environment. Compensation ● Pay Range: $23.07–$34.60 per hour. ● Actual pay will vary based on factors including skills, qualifications, experience, and location. Benefits ● Medical, dental, vision, and life insurance. ● 401(k) plan with company match. ● Vacation time, sick time, and paid holidays. ● Paid parental leave. ● Sales Incentive Plan. Additional benefit information is available through the Harris Careers Page. Equal Employment Opportunity Harris is an Equal Opportunity Employer and welcomes protected veterans and individuals with disabilities. Applicants are entitled to the rights provided under applicable federal employment laws. For additional information, review the U.
S. Department of Labor’s Know Your Rights notice.