Information Technology Support Specialist

Omaha, NE (on-site, Dodge Street office)

Full-Time, Non-Exempt

$42,000 – $52,000 (commensurate with experience)

Full-Time, On-Site, Monday–Friday 9:00 AM – 5:00 PM

Hugo Enterprises is a multi-company portfolio operating across several industries and states. Our subsidiaries include a collection of hospitality businesses in Wyoming, two preparatory schools in Iowa, factories in Nebraska and Colorado, and remote employees throughout the US.

Our IT team supports over 300 employees across 40+ networks. As part of a small, collaborative IT team, you will gain exposure to a wide variety of technologies and industries—no two days look the same. This role is ideal for someone early in their IT career who is eager to learn, solve problems, and grow into a well-rounded technology professional.

The IT Support Specialist is the first point of contact for technology support across all Hugo Enterprises subsidiaries. This role is primarily focused on help desk support—troubleshooting hardware, software, and connectivity issues for end users—with opportunities to assist on networking, identity management, and infrastructure projects.

This is a Tier 1 support position with a clear growth path. You will handle frontline support requests, elevate complex issues to senior staff, and progressively take on more advanced responsibilities as your skills develop. You will work closely with the Director of Technology and the Senior System & Web Administrator on a three-person IT team.

• Serve as the first point of contact for all IT support requests via ticketing system, phone, email, and in-person
• Troubleshoot and resolve Tier 1 issues, including password resets, account lockouts, MFA problems, email issues, printer support, and basic connectivity problems
• Set up, configure, and deploy workstations, laptops, and peripheral equipment for new and existing employees
• Perform basic hardware maintenance, repairs, and replacements (desktops, laptops, printers, monitors)
• Install and configure software applications per company standards
• Provide clear, patient communication to non-technical users and keep them informed of ticket status
• Document solutions, update knowledge base articles, and create user-facing guides to reduce repeat incidents
• Escalate issues that exceed Tier 1 scope to senior team members with thorough documentation of troubleshooting steps already taken
• Participate in on-call rotation for after-hours emergencies

• Process user onboarding: create Microsoft 365 accounts, assign licenses, configure security groups, and set up workstations
• Process user offboarding: disable accounts, transfer data ownership, and revoke access across systems
• Handle password resets, MFA enrollment, and troubleshooting across Azure AD / Entra
• Maintain accurate user records, access documentation, and license tracking

• Assist team members with basic network troubleshooting under guidance (connectivity issues, access point problems, cable runs)
• Learn Ubiquiti Uni Fi platform fundamentals, including controller navigation, device monitoring, and basic diagnostics
• Support physical infrastructure tasks at the Omaha office (equipment checks, cable patching, access point troubleshooting)
• Help maintain network documentation and site maps

• Assist the Director of Technology and team members with infrastructure projects as assigned
• Shadow senior staff on advanced troubleshooting, network configuration, and system deployments to build skills
• Pursue relevant certifications with company support (e.g., CompTIA A+, MS-900, Network+)
• Contribute to documentation projects: standard operating procedures, setup guides, and knowledge base articles
• Participate in team meetings, provide status updates, and maintain organized task tracking

• Working knowledge of Windows 10/11 and basic Mac OS troubleshooting
• Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, One Drive) from a user perspective
• Basic understanding of networking…