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IT Support Specialist – Lead
Shorr Packaging Corp.. Own and resolve incidents and service requests from routine issues to complex, business-impacting problems .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT support, with a strong focus on incident ownership, troubleshooting Windows endpoints, and managing service desk operations. Capable of leading teams, mentoring professionals, and implementing process improvements to enhance service delivery.
Highest-signal resume keywords
IT Support ExperienceIncident ManagementMicrosoft 365 AdministrationTroubleshooting Windows EndpointsService Desk Coordination
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTroubleshootingRoot-Cause AnalysisService ReportingMicrosoft 365Active DirectoryMicrosoft IntuneVPNNetwork ConnectivityAccess Management
Soft Skills
Analytical ThinkingCommunicationCustomer ServiceCoachingMentoring
Tools & Technologies
IT Service Management PlatformMicrosoft Entra IDCollaboration ToolsPrintersPeripherals
Certifications & Qualifications
Associate DegreeEquivalent Education
Industry Keywords
Service DeskTicket AgingProcess GapsAutomationSelf-Service
Tech Stack
Tools & technologiesDNSITSM
About the role
Key responsibilities & impact- Own and resolve incidents and service requests from routine issues to complex, business-impacting problems
- Support local, remote, warehouse, and traveling employees
- Troubleshoot Windows endpoints, business applications, hardware, printers, peripherals, network connectivity, VPN, multifactor authentication, mobile devices, collaboration tools, and Microsoft 365 services
- Maintain incident ownership through resolution and coordinate with internal teams, suppliers, and third-party vendors
- Document troubleshooting, customer communications, next steps, and resolutions in the IT service management platform
- Lead daily service desk queue reviews and coordinate work assignments
- Monitor unassigned, aging, inactive, blocked, high-priority, and service-target-at-risk tickets
- Serve as the first operational and technical escalation point
- Coordinate support responses during high-priority incidents
- Provide real-time coaching and mentor support professionals
- Identify skill gaps, development opportunities, recurring incidents, process gaps, and training needs
- Review ticket categorization, documentation, handoffs, resolution details, and closure quality
- Coordinate onboarding, offboarding, access requests, equipment deployment, asset management, and device lifecycle activities
- Create and improve support procedures and knowledge articles
- Contribute to root-cause analysis, problem management, automation, self-service, and continuous improvement initiatives
- Prepare updates on queue health, backlog, aging, workload, service risks, high-priority incidents, and recurring issues
- Track service desk measures, identify trends, and recommend corrective actions
- Communicate service impact, ownership, expected next steps, and resolution status to business users and IT stakeholders
Requirements
What you’ll need- Five or more years of progressive IT support experience, including ownership of complex incidents and service requests
- Experience coordinating a service desk queue, balancing workloads, monitoring ticket aging, and working against defined service targets
- Demonstrated ability to coach, mentor, and guide support professionals
- Strong troubleshooting, analytical thinking, organization, communication, and customer service skills
- Ability to lead peers effectively without relying on formal management authority
- Strong ownership mentality and ability to follow technical issues through resolution
- Experience identifying recurring issues, process gaps, training needs, and opportunities for automation or self-service
- Associate degree, equivalent education, or comparable professional experience
- Experience supporting or administering Windows endpoints and common business hardware
- Experience with printers, peripherals, and mobile devices
- Experience with Microsoft 365, including Exchange Online, Teams, and OneDrive
- Experience with Active Directory and Microsoft Entra ID
- Experience with Microsoft Intune or a comparable endpoint management platform
- Experience with VPN, network connectivity, DNS, DHCP, and multifactor authentication
- Experience with user, group, device, identity, and access-management processes
- Experience with IT service management practices, including incident, request, problem, knowledge, asset, and service-level management
- Experience with root-cause analysis, service reporting, support documentation, testing, and implementation support
- Shorr Packaging does not provide work authorization sponsorship for this position
Benefits
Comp & perks- Employee Stock Ownership Plan (ESOP)
- Comprehensive employee benefits: medical, dental, vision, Paid Time Off and other insurance coverages
- Generous PTO with vacation, sick and floating holidays
- 401K plan plus matching
- Team based Employee Owner company culture