IT Specialist

The IT Support Specialist is responsible for providing frontline technical support, managing the lifecycle of employee devices, and ensuring stable connectivity across APS’s western offices. This role serves as the primary IT support presence for Kent HQ and surrounding regional offices while also supporting remote employees. The IT Support Specialist will play a key role in employee onboarding/offboarding, assist with network troubleshooting, and ensure technology resources are available and secure. Collaboration with the Systems & Security Specialist is essential for escalated issues and maintaining system integrity.

First-Level Helpdesk

• Monitor the IT support inbox and ticketing system, ensuring timely responses.
• Resolve common issues such as login/password resets, MFA re-enrollments, and Microsoft 365 application problems (Teams, Outlook, OneDrive).
• Troubleshoot hardware and peripheral issues (printers, docking stations, webcams, monitors, and conference room AV equipment).
• Document fixes and provide user-friendly explanations to employees.
• Escalate complex or security-related issues to the Systems & Security Specialist.

Device Lifecycle

• Manage and track laptop and phone inventory across multiple locations.
• Order new devices with CFO approval; stage, configure, update, and secure them prior to deployment.
• hip equipment to remote employees or deliver and install onsite.
• Process returns and coordinate the reimaging of devices for reuse.
• Oversee recycling or secure disposal of retired hardware in compliance with company and industry standards.

Onboarding & Offboarding

• Prepare and configure laptops and phones for new employees; ship devices or perform setup in person.
• Provide first-day IT orientation for new hires, including login setup, MFA enrollment, and introduction to company systems.
• Coordinate with HR and managers to ensure smooth transitions.
• Collect, inventory, and reimage devices during employee offboarding.
• Verify that accounts, licenses, and access are disabled promptly upon termination.

Field Support (Regional)

• Conduct regular onsite visits to Kent HQ and regional west offices (Centennial, Aurora, Phoenix, Stockton, Rialto, Anchorage).
• Act as the dedicated IT presence during visits, providing in-person assistance and resolving issues that cannot be handled remotely.
• Perform routine equipment checks to ensure conference rooms, network hardware, and shared workstations remain functional.
• Serve as the liaison with local leadership to identify technology needs and communicate them back to the IT team.
• Support office expansions, moves, or technology upgrades as needed.

Backup & Documentation

• Document device staging, shipping, and troubleshooting procedures for consistency and knowledge sharing.
• Maintain and contribute to the IT knowledge base (OneNote/SharePoint/IT Wiki/Trainual).
• Cross-train on Microsoft 365 administration tasks (e.g., password resets, group creation, license assignments).
• Provide backup coverage for account provisioning and access management if the Systems & Security Specialist is unavailable.

Networking & Connectivity

• Install, configure, and troubleshoot Wi-Fi systems (Peplink, eero) across regional offices.
• Work with ISPs and vendors during onsite visits to resolve internet and bandwidth issues.
• Provide basic support for office telephony, including RingCentral desk phones, mobile apps, and headsets.
• Ensure conference rooms and shared spaces maintain reliable connectivity for meetings and collaboration.

Shared Team Responsibilities

• Provide redundancy: each IT team member can perform the other’s responsibilities at a basic level when needed.
• Keep IT documentation current to ensure continuity and consistency across regions.
• Travel as required to support offices within the primary region and provide assistance to other regions when requested.
• Participate in quarterly cross-training sessions to keep skills balanced across the IT team.

Technical Support / Helpdesk (2–4 years)

• Previous experience in a Tier 1 or Tier 2 Helpdesk role supporting end-users.
• Hands-on troubleshooting of laptops, phones, printers, AV equipment, and peripherals.
• Experience using a ticketing system to manage and resolve support requests.

Device Lifecycle & Asset Management (1–3 years)

• Deploying, imaging, and securing laptops/phones for employees.
• Managing inventory and tracking devices across multiple locations.
• Handling device returns, reimaging, and secure disposal/recycling.

Networking & Connectivity (1–2 years)

• Supporting basic network hardware and troubleshooting (e.g., Wi-Fi, routers, access points).
• Working with ISPs or vendors to resolve service interruptions.
• Exposure to VoIP systems (preferably RingCentral or similar).

Onboarding & Offboarding (1–3 years)

• Preparing equipment and accounts for new hires.
• Providing IT orientation or first-day setup support.
• Coordinating device and access removal during terminations.

Regional / Field IT Support (1–2 years)

• Providing in-person IT support in office settings.
• Supporting regional offices, either by traveling or through remote troubleshooting.
• Assisting with office IT setups, relocations, or upgrades.

Cloud & Collaboration Tools

• Supporting Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
• Familiarity with MFA, password resets, and basic user administration.
• Experience with conference room technology (Teams Rooms, AV systems).

• Primarily office-based with visits to APS locations
• Travel may include driving, flying, and overnight stays
• Light physical activity (lifting up to 35 lbs occasionally)

All offers of employment are contingent upon successful completion of the following pre-employment screenings:

Blood draw
Non-DOT physical
9-panel drug screen (THC is not included)

These screenings are conducted once, prior to hire, and are not part of a recurring or annual testing program. However, employees remain subject to Reasonable Suspicion and Post-Accident drug and alcohol testing in accordance with company policy.