IT Support Specialist

About SCR

SCR has been family-owned and operated since 1957 and is the Midwest's leader in commercial refrigeration, HVAC, building automation, and food service design, installation, and maintenance. Serving Minnesota, Wisconsin, North Dakota, South Dakota, Iowa, and beyond, we've built a reputation for quality, reliability, and service excellence.

At SCR, our employees are more than a team, they're family. We provide opportunities for personal and professional growth, because we know that happy employees create happy customers.

The IT Support Specialist is responsible for providing first-level technical support to end users across the organization. This role serves as the primary point of contact for helpdesk support, troubleshooting hardware, software, mobile devices, network connectivity, and system access issues. The IT Support Specialist manages and documents service tickets, supports device provisioning and lifecycle management, maintains IT asset inventory, and ensures timely resolution or escalation of technical requests to support business operations efficiently and effectively.

This position requires strong customer service skills, technical troubleshooting abilities, and the ability to prioritize and manage multiple requests in a fast-paced environment. The role also provides opportunities for continued learning and professional growth within the IT function.

Perseverance / Integrity / Family / Stability / Competency

• Serve as the first point of contact for technical support via phone, email, and ticketing system.
• Perform triage of incoming service requests and prioritize appropriately.
• Troubleshoot hardware, software, network, and application issues.
• Resolve support tickets and elevate complex issues as needed.
• Provide remote and on-site technical support.
• Manage end‑user device lifecycle, including procurement, deployment, maintenance, replacement, and decommissioning.
• Configure, deploy, and support desktops, laptops, tablets, peripherals and other organizational equipment.
• Receive, catalog, evaluate, and maintain IT hardware and software inventory.
• Provide mobile device support, including enrollment, configuration, and basic mobile device management.
• Perform operating system and software updates, including iOS updates and system patching.
• Create, modify, and disable/terminate user accounts.
• Ensure system permissions and access controls align with organizational standards.
• Set up and configure workstations for new hires and role changes.
• Ensure secure onboarding/offboarding procedures for employees.
• Track, manage, and update asset records to ensure accurate lifecycle documentation.
• Maintain accurate service ticket documentation and technical records.
• Identify recurring issues and recommend process improvements.
• Maintain guides and documentation of software and systems.
• Actively pursue ongoing learning and professional development to expand technical knowledge and progressively support additional IT systems, infrastructure, and organizational initiatives.
• Other duties as assigned.

• 2–5 years of experience in IT support, help desk, or technical support role.
• Experience with ticketing systems and IT service management tools.
• Strong knowledge of Windows operating systems and mobile device platforms (iOS preferred).
• Experience with user account management (Active Directory or similar systems).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs).
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent customer service and communication skills.
• Ability to manage multiple priorities in a fast‑paced, deadline‑driven environment.

• Ability to sit for extended periods while working at a computer.
• Ability to stand, walk, bend, and reach as needed to set up and troubleshoot equipment.
• Ability to lift and carry IT equipment up to 40 pounds (e.g., desktops, monitors, printers).
• Ability to safely install and move computer hardware and peripherals.
• Ability to travel between company divisions and locations as needed to provide on‑site technical support.

• People First. Always. We…