Position Summary
The IT Support Specialist will provide high-quality technical support and troubleshooting for New River Electrical
Company (NREC) internal customers. Reporting to the Help Desk Manager, this role focuses on resolving complex
technical issues and ensuring a seamless technology experience for both office-based and remote field personnel.
The successful candidate will embody a culture of ownership and accountability, ensuring that every ticket is
handled with diligence and follow-through. This role is critical in executing the processes and procedures established
by IT leadership to maintain consistent service delivery across the organization.
Duties/Responsibilities
- Resolve escalated technical issues from the service desk, ensuring timely resolution and customer satisfaction.
- Provide advanced troubleshooting and support for PCs, mobile phones, iPads, and peripheral hardware.
- Support remote field personnel via remote desktop tools and phone communication to ensure operational continuity.
- Manage and execute complex software installations, configurations, and updates across the organization.
- Administer user accounts, groups, and permissions within Microsoft Entra ID and Exchange Online.
- Assist the Help Desk Manager in creating and maintaining technical documentation, SOPs, and knowledge base articles.
- Perform hands-on hardware deployment, reclamation, and disposal (end of life) for end-user computing (EUC) equipment.
- Collaborate with HR and business units to execute the technical requirements of the employee onboarding and off-boarding process.
- Identify recurring technical trends and perform root cause analysis to suggest permanent fixes rather thantemporary workarounds.
- Assist in the implementation of new technology solutions and EUC projects as directed by IT leadership.
- Provide guidance, coaching, and informal mentorship to external Tier I Support Services.
- Ensure compliance with company security policies and assist with physical and virtual security management.
- Assist with software license tracking and compliance enforcement.
- Support disaster recovery efforts and emergency management tasks as needed.
Listed under Technology & IT jobs.