IT Support Specialist

Overview:

Mr. Greens has proudly grown into one of the largest privately-owned produce distributors in Texas, Georgia, and Florida. With deliveries 365-days a year, 7-days a week and multiple runs per day, Mr. Greens has set the gold standard for service. Mr. Greens serves a large variety of clients, including restaurants, hotels, country clubs, caterers, grocery stores and retail outlets.

The Help Desk and IT Support Specialist serves as the primary point of contact for employee technology support and resolves day-to-day IT issues across a multi-location environment. The position supports end-user devices, Microsoft 365, user accounts, printers, connectivity, remote access, and other workplace technology during the evening hours.

The role requires ownership of assigned requests from initial contact through resolution, including troubleshooting, user communication, documentation, follow-up, and appropriate escalation. The specialist also assists with onboarding and offboarding, device deployment, asset management, endpoint maintenance, and IT documentation.

Key Responsibilities

Serve as the primary contact for IT requests through Jira Service Management, phone, email, and chat.
Troubleshoot and support Windows 10 and 11 and macOS endpoints.
Support Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint, as well as printers, VPN, Wi-Fi and network connectivity, and common business peripherals.
Support password resets, MFA registration, account access, and basic permissions issues.
Provide remote support to employees across multiple company locations, including responsive and discreet executive-level support when required.
Explain technical issues, next steps, and resolutions clearly to non-technical users.
Device and Account Management
Configure, deploy, and support Windows laptops and desktops, Mac computers, Apple mobile devices, printers, monitors, and peripherals.
Perform routine user and computer account administration in Active Directory, Microsoft 365, and Microsoft Entra ID.
Execute IT onboarding and offboarding tasks according to established procedures, including account and access changes, equipment preparation, deployment, collection, and record updates.
Maintain accurate inventory and assignment records for laptops, desktops, monitors, printers, mobile devices, peripherals, and equipment used outside company offices.
Assist with Apple device enrollment and management through Apple Business Manager and associated device-management platforms.
Assist with endpoint software installation, patching, device health monitoring, and remediation using RMM or endpoint-management tools.
Incident and Request Management
Take ownership of assigned requests through resolution, including user communication, complete troubleshooting notes, follow-up, and timely escalation when additional technical assistance is required.
Prioritize incidents and service requests based on business impact and urgency.
Escalate infrastructure, security, network, or other complex issues with sufficient diagnostic information and a clear summary of work completed.
Follow up with users and confirm successful resolution before closing requests.
Identify and appropriately escalate suspicious emails, endpoint security concerns, unusual account activity, and other potential security incidents.

Documentation and Process
Document recurring issues and proven resolutions in Jira Service Management and the designated knowledge base.
Maintain accurate asset, configuration, and support records.
Follow established IT standards, security requirements, and operating procedures.
Identify practical improvements that reduce repeat incidents and improve the employee support experience.

Required Qualifications

- One to three years of experience in an IT support or help desk role, or equivalent hands-on technical experience.

- Consistently perform duties during the overnight shift, operating from 8:00 PM to 4:00 AM​​​​​​​​​​​​​​

- Strong troubleshooting skills for Windows 10 and 11.

- Working knowledge of macOS and Apple device support.

- Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.

- Experience supporting Active Directory and/or Microsoft Entra ID environments.

- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.

- Experience with an IT ticketing or ITSM platform such as Jira Service Management, ServiceNow, Freshservice, Zendesk, or a similar system.

- Experience installing, configuring, and troubleshooting PCs, printers, mobile devices, and common business peripherals.

- Strong customer-service, communication, organization, and documentation skills.

Preferred Qualifications
Experience with Apple Business Manager and Apple device enrollment or management.
Experience with RMM or endpoint-management platforms such as NinjaOne, Microsoft Intune, Jamf, or similar tools.
Experience supporting Microsoft 365 administration and MFA.
Familiarity with endpoint security platforms such as CrowdStrike or similar tools.
Experience with IT asset-management processes.
Experience supporting users across multiple locations and in remote-work environments.
CompTIA A+, Network+, Microsoft, Apple, or similar technical certifications.

Core Competencies

Ownership and accountability for assigned work.
Patience, empathy, discretion, and a service-oriented approach.
Strong troubleshooting and practical problem-solving ability.
Ability to manage multiple open requests and competing priorities.
Clear communication with technical and non-technical employees.
Ability to work independently while recognizing when escalation is required.
Consistent attention to detail and documentation quality.

Physical Demands/ Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- This position works in an office environment with low to moderate noise levels.

- Individual sits for long periods of time while operating a keyboard and communicating via telephone.

- May involve standing/walking as needed primarily on a level surface throughout the day.

- May include lifting things up to 15 pounds, on occasion.

Benefits

- Medical Benefits

- Vision

- Dental

- Paid Time Off (PTO)

- Paid Weekly

- 401K

- Holiday Pay