IT Support Specialist

About the role

The IT Support Specialist will maintain and enhance Knix’s IT infrastructure while providing day‑to‑day technical assistance to headquarters staff. This position works closely with the IT Manager and supports both on‑site and remote employees across the organization.

Key responsibilities

• Serve as the first point of contact for hardware, software, and network issues, delivering timely resolutions both in person and remotely.
• Maintain an up‑to‑date inventory of all IT assets and document system configurations, network diagrams, and support procedures.
• Create, manage, and deactivate user accounts, ensuring proper access controls and security compliance.
• Monitor network performance, troubleshoot outages, and assist with routine maintenance, hardware deployments, and software installations.
• Educate employees on IT security policies and provide training on new tools and systems.
• Participate in IT projects, including testing, deployment of new solutions, and development of disaster‑recovery plans.
• Support connectivity across 23 retail locations, troubleshoot local network issues, and assist with hardware and routing upgrades.
• Collaborate with cross‑functional teams to evaluate third‑party software for security and best‑practice alignment.

Required profile

• Minimum 3 years of experience in IT support, help‑desk, or a similar technical role.
• Strong technical background with experience in both macOS and Windows environments.
• Proactive problem‑solver who can work independently and as part of a fast‑paced team.
• Clear communicator able to translate technical concepts for non‑technical staff.
• Organized, detail‑oriented, and committed to staying current with emerging technologies.

Required skills

• macOS
• Windows
• Network troubleshooting
• Hardware inventory management
• Software installation and configuration
• User account provisioning and access control
• IT security policy implementation
• Network performance monitoring
• Routing and hardware deployment
• Disaster‑recovery planning
• Remote support tools
• Technical documentation