IT Support Specialist

At IEM, we’re not just building innovative electrical distribution systems, we’re shaping the future. IEM is dedicated to delivering world-class solutions for complex power needs. After 75 years, we continue to push the boundaries of what’s possible. Whether you’re an experienced professional or just starting out, you’ll have the opportunity to contribute, grow, and make a lasting impact on industries that power the world’s most dynamic markets.

Location: Jacksonville, FL (JAX)

Reports To : IT Manager – East Coast

Position Summary

We are looking for a proactive and customer-oriented IT Support Specialist to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently.

Key Responsibilities

• Supporting various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity involving regular deskside support for laptops, printers, scanners, and other peripheral devices.
• Responding to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes.
• Closely working with internal teams to resolve issues quickly and consistently exceed SLA expectations.
• Providing exceptional customer service.
• Prioritizing user satisfaction in every interaction.
• Documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

Supervision of Personnel

This position will not directly or indirectly supervise others on the team.

Qualifications

Required

• 3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.
• Proficiency in supporting Windows-based PCs, including hardware diagnostics and software troubleshooting.
• Experience with application support for internal business users, including installation, configuration, and issue resolution.
• Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
• Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and experience documenting technical issues and resolutions.
• Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
• Excellent communication and customer service skills, with a user-first mindset and a calm, professional demeanor under pressure.

Preferred

• Familiarity with Jira or ServiceNow ticketing system