Information Technology Specialist

Careers

Summary

The IT Support Specialist serves as the first point of contact for technical issues reported by internal staff and external Extreme I.T. customers. This position is responsible for receiving, documenting, and resolving or escalating support tickets in a timely and courteous manner. Responsibilities include basic troubleshooting, system setup, device support, and coordinating with System Administrators for more advanced resolution. This role includes direct support of both internal teams and external Extreme I.T. customers, with responsibilities that may include on-site visits to client locations for installation, troubleshooting, or user support.

This position shall work a regular 40-hour week as scheduled by the IT supervisor. This position does qualify for approved overtime. The employee should possess a positive attitude and have the ability to work along with other employees. As the opportunity arises, the employee should be able to meet with and deliver exceptional customer service to Polar’s internal and external customers.

Essential duties and responsibilities

• Serve as first-line support via phone, email, and ticketing system for all technical issues.
• Accurately log and triage tickets, assign severity, and escalate as needed to the System Administrator resources.
• Perform basic troubleshooting on company computers, mobile devices, networking equipment, and peripheral systems.
• Support internal staff and assist with customer onboarding and equipment setup.
• Maintain accurate documentation, including device inventory, network diagrams, and software licensing.
• Provide initial support and guidance to customers regarding network security products (e.g., firewalls, antivirus).
• Maintain confidentiality and security of all systems and user credentials.
• Deliver exceptional customer service, with a focus on clear communication and follow-through.
• Inform IT Supervisor and team of major incidents or breaches in a timely manner.
• Provide on-site technical support to external clients when remote resolution is not feasi-ble.
• Deliver professional customer service in client environments, ensuring issues are re-solved promptly and efficiently.
• Performs all other related duties as assigned by Information Technology Supervisor.*

*These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent.  However, these tasks still constitute important performance aspects of the job.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Qualifications

• Knowledge of facilities management software, concepts and troubleshooting techniques.
• Familiarity with Windows operating systems, basic networking, VPNs, and endpoint se-curity.
• Associate degree in Information Technology or related field preferred. Equivalent work experience may be considered.
• Effective written and verbal communication skills.
• Ability to triage, prioritize, and manage multiple support requests simultaneously.
• Strong attention to detail and documentation.
• Valid driver’s license in good standing.
• Willingness and ability to travel locally for on-site customer support.
• Strong interpersonal skills and comfort interacting directly with customers in professional settings.

Education and/or experience

Associate degree in Information Technology or related field preferred. Equivalent work experience may be considered.

Certificates, licenses, registrations

• CompTIA A+ or similar certification preferred but not required.
• Valid driver’s license required.