IT Support Specialist - Tier 1
Company Overview
Automatic Vehicle Wash Equipment Co., Inc. (AVW) is a family-owned company with more than 50 years of car washing equipment manufacturing experience including product innovation. The company believes in building long-term, mutually beneficial business relationships with our customers. We are a leading global manufacturer of advanced car wash systems with a business philosophy that has remained constant: simplify the design and use high-quality materials to build reliable and durable car wash components.
Position Summary
We are seeking a Tier 1 IT Support Specialist to support a growing 100-person manufacturing organization that recently transitioned from an on-premise server environment to Microsoft 365 and cloud-based systems.
This role will serve as the first line of IT support for employees, assisting with technical issues, managing IT service tickets, and ensuring our team can work efficiently and securely. The ideal candidate is technically capable, highly organized, and excellent with people, able to communicate clearly with employees across the organization while prioritizing support requests effectively.
Key Responsibilities
Technical Support
- Serve as the primary point of contact for Tier 1 IT support requests
- Troubleshoot hardware, software, and connectivity issues for employees
- Provide support for Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
- Assist with user account setup, password resets, permissions management, and device configuration
- Support onboarding and offboarding of employees including device provisioning and account setup
Ticket Management
- Monitor and manage the IT ticketing system
- Prioritize and respond to support tickets in a timely manner
- Escalate complex technical issues to Tier 2 or external vendors when necessary
- Maintain clear documentation of issues and resolutions
Security & Web Protection
- Assist with web security and endpoint security monitoring
- Support implementation and monitoring of security best practices
- Help maintain email security, phishing awareness, and web filtering tools
- Assist with security training platforms and compliance tools
Hardware & Systems Support
- Configure and maintain laptops, desktops, printers, and mobile devices
- Support network connectivity issues in the office and production environment
- Assist with maintaining an accurate inventory of IT equipment and assets
Process Improvement
- Help develop and maintain IT documentation and standard operating procedures
- Identify recurring issues and recommend improvements to reduce support tickets
Required Qualifications
- 1–3 years of IT support or help desk experience
- Experience supporting Microsoft 365 environments
- Basic knowledge of web security, endpoint protection, and email security
- Experience with IT ticketing systems
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Ability to prioritize multiple requests and manage time effectively
Preferred Qualifications
- Experience supporting manufacturing or operational environments
- Familiarity with cloud-based infrastructure and device management
- Experience with Microsoft Intune, endpoint management, or identity management
- Basic networking knowledge (Wi-Fi, VPN, firewall concepts)
Key Traits for Success
- Strong people skills and patience when assisting non-technical employees
- Ability to prioritize requests based on business impact
- Organized and detail-oriented
- Proactive and solutions-focused
What You'll Support
- Microsoft 365 cloud environment
- Endpoint devices (laptops, desktops, mobile devices)
- Web and email security tools
- IT equipment inventory and lifecycle management