Position SummaryThe IT Support Specialist I provides front-line technical support to end-users, assisting with basic troubleshooting and resolving common hardware, software, and network issues. As an entry-level role, this position focuses on delivering excellent customer service and escalating more complex problems to Tier 2 or specialized IT teams.Position Responsibilities may include, but not limited to Deliver excellent customer service by providing timely and professional communication with end-usersEducate users on basic IT processes and provide guidance on self-service toolsMaintain a positive and friendly attitude with interacting with customers, regardless of technical challengesRespond to help desk tickets, emails, and phone calls to assist users with IT-related issuesTroubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripheralsProvide support for software and application-related problems, such as password resets, account setups, and basic application usageAssist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issuesLog all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutionsEscalate unresolved or complex technical problems to Tier 2 support or other specialized IT teamsFollow up with end-users to ensure issues are resolved and customers are satisfiedAssist in the installation, configuration, and setup of hardware and software for new usersMaintain an inventory of IT assets, including hardware and software licensesAssist in recycling of decommissioned assetsWork closely with other IT support team members to ensure seamless issue resolutionParticipate in team meetings to discuss common issues, trends, and improvements to support processesPrimarily office-based, with occasional remote support dutiesOn call rotation required, may require occasional after-hours or weekend work during critical periodsMay require travel other Mom's Meals locationsRequired Skills and Experience High school diploma or equivalentBasic understanding of computer hardware, software, and networkingFamiliarity with Windows operating systems and Microsoft Office 365 applicationsProficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)Strong communication and customer service skillsMust be a self-starter and be able to work without direct supervisionAbility to follow instructions and work in a fast-paced environmentAbility to lift 50 pounds; stand for extended periods of timeAbility to bend down and work under desks as neededPreferred Skills and Experience Associate's degree in IT or related field0-1 year of experience in an IT support or help desk roleCertifications such as CompTIA A+ or ITIL FoundationBasic knowledge of ticketing systems and remote support toolsPhysical RequirementsRepetitive motions that include the wrists, hands and/or fingersSedentary work that primarily involves sitting, remaining in a stationary position for prolonged periodsVisual perception to perform job including peripheral vision, depth perception, and the ability to adjust focusTypical office environment, majority of work performed on computerAbility to carry and lift up to 40 lbsMust be able to bend, kneel and crawl in tight spaces