IT Help Desk Associates (Information Technology Help Desk Associates)

IT Support Specialist

Summary:
As an IT Support Specialist at Trox Tech, you’ll play a critical role in delivering advanced technical support and maintaining the reliability of our clients’ IT environments. You will troubleshoot complex issues, manage system configurations, and ensure smooth daily operations across hardware, software, and network systems. Your technical expertise and proactive problem-solving skills will help our clients achieve uninterrupted productivity and secure technology performance.

Daily Performance Expectations:

• Troubleshoot and resolve advanced technical computing issues for end users across multiple environments.
• Provide remote and onsite support for desktops, laptops, networks, and related hardware/software systems.
• Configure, deploy, and maintain operating systems, applications, and security tools.
• Handle end-user requests for hardware and software procurement and setup.
• Maintain and update assigned problem tickets, service requests, and documentation in a timely manner.
• Escalate issues as appropriate while maintaining ownership until resolution.
• Manage and track site documentation, network configurations, and system maintenance.
• Lead and assist other technicians in troubleshooting, mentoring team members to improve technical skillsets.
• Interface with third-party vendors to coordinate warranty repairs, escalations, and software support.
• Participate in system upgrades, software evaluations, and deployment planning.
• Complete assigned project work, audits, and process improvement initiatives as needed.

Technical Competencies:

• Strong understanding of Windows, macOS, and Microsoft 365 administration.
• Proficiency with Active Directory, Group Policy, and SCCM (or similar deployment tools).
• Experience with firewall configuration, VPN setup, and general network troubleshooting (TCP/IP, DNS, DHCP).
• Familiarity with endpoint security tools, patch management, and system hardening best practices.
• Knowledge of backup solutions, remote monitoring tools (RMM), and ticketing systems (PSA).
• Hands-on experience supporting virtualization technologies (Hyper-V, VMware) preferred.
• Understanding of cloud environments (Azure AD, Intune, M365 security policies) a plus.

Job Level Specifications:

• Advanced technical expertise acquired through 3–5 years of relevant IT experience.
• Demonstrated ability to independently manage complex technical issues and projects.
• Exercises sound judgment, discretion, and accountability in decision-making.
• Works independently while collaborating effectively with internal teams and leadership.

Qualifications:

• Education: Bachelor’s degree in Information Technology or related field (or equivalent experience).
• Certifications: CompTIA A+, Network+, or Microsoft certifications preferred.
• Experience: 3–5 years of IT support or systems administration experience.

Why Trox Tech:

At Trox Tech, we’re leaders in innovation with a collaborative, customer-focused culture. We take pride in our work, celebrate team success, and always go the extra mile to ensure our clients’ satisfaction. You’ll be part of a close-knit, forward-thinking team that values learning, growth, and excellence in service delivery.

Work Remotely:
Not during the first 90 days. Partial work-from-home flexibility available thereafter.

Job Type: Full-time

Pay: From $900.00 per week

Benefits:

• Paid time off
• Professional development assistance

Work Location: Hybrid remote in Indian Land, SC 29707