Systems Specialist

Description

The Systems Specialist is responsible for providing end-user support across desktop systems, applications, peripherals, and basic infrastructure. This role acts as the first escalation point from Tier 1 helpdesk and is key to onboarding, workstation imaging, and user management. You’ll also support critical IT infrastructure such as copier showrooms, printers, and asset tracking systems while collaborating with Tier 2/3 support when necessary.

• Handle daily helpdesk operations including email/ticket intake, triage, escalation, and resolution.
• Onboard new staff with role-appropriate IT equipment and account setup.
• Maintain and track IT assets including desktops, laptops, printers, and peripherals.
• Support and maintain workstation imaging and deployment processes.
• Provide technical support for copier showroom devices and remote sites.
• Administer standard user account tasks:
  • Account creation, password resets, group/department updates.
• Assist in maintaining end-user guides, knowledge base articles, and how-to documentation.
• Escalate complex issues to senior technicians or appropriate teams.
• Maintain professional communication with internal staff and external support vendors.
• Perform other duties as required by business needs.

• 1–3 years of IT helpdesk or support experience preferred.
• Strong communication and customer service skills (phone, email, in-person).
• Experience supporting Windows OS, Office 365, and desktop/laptop hardware.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP).
• Strong problem-solving skills and a willingness to learn.
• Must be able to lift up to 50 lbs and set up workstations or peripherals.
• Ability to work independently and within a team.
• Familiarity with IT ticketing systems and documentation platforms.
• Valid driver’s license and reliable form of transportation.

• Required:
  • CompTIA A+
• Preferred:
  • CompTIA Network+
  • CompTIA Security+

• Rotating schedule: 7:00 AM – 6:00 PM
• Required to participate in after-hours and weekend support rotation.
• Remote 1 week/month based on rotating schedule.
• Occasional travel to other locations (local/regional).

• Must regularly use hands to handle, feel, or operate IT equipment.
• Ability to stand, kneel, crouch, or walk for extended periods.
• Must be able to lift and transport IT equipment weighing up to 50 pounds
  .
• Operates standard office equipment including computers, phones, copiers, and printers.

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network.

Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by Blue Cross Blue Shield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount.

Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the…