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Job Title: IT Support Specialist

Location: Indianapolis, IN — ONSITE (this is a 100% on-site position; remote/hybrid is not available)

Schedule: Full-time, Monday–Friday, standard daytime business hours

Reports to: IT Manager

PURPOSE AND SCOPE:

The IT Support Specialist provides day-to-day desktop and systems support to technology users for Cloud Proven Networks' internal staff and its clients. This is a hands-on, onsite role based at our Indianapolis, IN office. The technician resolves everyday hardware, software, and account issues, sets up and deploys computers for new and existing users, and handles routine user-administration tasks such as account creation, password resets, and group membership in Active Directory and Microsoft 365. This is a support-focused position — it sits above a first-call help desk role but below a systems administrator or engineer. The technician handles the bulk of user-facing and routine support work and hands off complex server, network, and infrastructure projects to the engineering team. The right person is dependable, service-oriented, comfortable supporting users in person, and able to keep up in a busy environment.

PRINCIPAL RESPONSIBILITIES AND DUTIES

Day-to-day duties are performed onsite for internal staff and client users, and include:

• Monitor and respond to a fluctuating volume of incoming support requests by email, support phone line, and in-person walk-ups.

• Create a ticket for every request and provide timely Level 1–2 user and systems support.

• Diagnose and resolve common hardware and software issues with desktops, laptops, printers, peripherals, mobile devices, email, and audio/video tools.

• Set up, image, and deploy new and refreshed computers for users, and configure printers and shared drives.

• Create and configure user accounts and handle routine user administration: new-user setup, password resets, and group membership in Active Directory and Microsoft 365.

• Follow standard support procedures — documenting requests, testing solutions, and confirming the fix meets the user's needs.

• Keep tickets up to date with current status and last activity so any team member can quickly see where an issue stands.

• Use good judgment to escalate more complex server, network, or infrastructure issues to engineers and management so they are resolved fully.

• Help maintain simple how-to and knowledge-base documentation for common issues and user instructions.

• Adhere at all times to company policies for safety and conduct.

Other duties as assigned.

CUSTOMER SERVICE:

Delivers courteous, professional service to internal staff and client users, in line with Cloud Proven Networks' values, and follows up to make sure issues are fully resolved.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

This is an onsite role at our Indianapolis office. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Most work is done while sitting, with intermittent standing and walking. The role occasionally involves lifting, carrying, or moving lightweight computer equipment. Requires sustained visual attention and clear verbal and hearing communication.

EDUCATION

• High school diploma or equivalent required.

• Associate's degree or technical training in IT, or equivalent hands-on experience, preferred.

• Entry-level certifications such as CompTIA A+ or Network+ are a plus but not required.

EXPERIENCE AND REQUIRED SKILLS

Required:

• 1–3 years of hands-on desktop/end-user support experience (in-person, phone, and remote).

• Solid Windows 10/11 setup, deployment, and troubleshooting skills.

• Experience imaging and deploying computers and configuring printers and shared drives.

• Microsoft 365 / Office 365 user support, including Outlook, Word, Excel, Teams, SharePoint, and OneDrive.

• Working experience with Active Directory for everyday user tasks: account creation, password resets, group membership, and basic Group Policy.

• Comfortable using a ticketing system to create, update, track, escalate, and close requests with clear notes.

• Available to work onsite in Indianapolis, Monday–Friday during business hours.

Nice to have (not required):

• Basic Microsoft 365 admin tasks such as adding users and assigning licenses.

• Experience with VPN client troubleshooting, VoIP phones, or office Wi-Fi.

Personal skills:

• Strong organization and time management — able to prioritize and juggle competing requests.

• Clear written and verbal communication.

• Stays calm and steady in a busy environment.

• Works well both independently and as part of a team.

• Professional, friendly, service-minded demeanor with all users.

RELATIONSHIPS

Internal Contacts: Cloud Proven Networks' internal staff and contracted client organizations.

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The employee is expected to comply with the Company's Code of Business Conduct and all relevant policies, procedures, and applicable local, state, and Federal laws and regulations.