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IT User Support Specialist

Twin City Hardware
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Company Overview
Twin City Hardware (TCH) is a leading provider of opening and access solutions for commercial, architectural, and residential construction projects. With a strong national presence and extensive inventory, TCH delivers reliable hardware, doors, frames, and security products to ensure project success and customer confidence.

Overview
Provides responsive, high-quality technical support to TCH employees across corporate, branch, and warehouse locations. The role serves as a primary point of contact for day-to-day technology needs and is responsible for troubleshooting hardware, software, account, connectivity, and peripherals issues.

The User Support Specialist works closely with the Network Administrator to maintain devices, user accounts, technology assets, and documentation while providing employees with a positive and reliable technology experience.

Duties

End-User Support

  • Provide first- and second-level technical support to TCH employees.

Employee Onboarding & Offboarding

  • Prepare computers, devices, accounts, and equipment for new employees.
  • Configure laptops, desktops, phones, printers, and other technology.
  • Setup Google and BC 365 accounts and access according to established procedures.
  • Support employee transfers and changes in technology access.
  • Process technology-related offboarding activities promptly and securely.
  • Recover and prepare equipment for reassignment when appropriate.

Hardware & Software Support

  • Install, configure, maintain, and troubleshoot computers and peripherals.
  • Deploy approved software and system updates.
  • Assist with device replacements and technology refreshes.
  • Support printers, scanners, conference-room technology, and other office equipment.
  • Maintain standard device configurations.

Account & Access Support

  • Assist with password resets and basic account-access issues.
  • Support multifactor authentication and approved access procedures.
  • Follow established security and identity-management practices.
  • Escalate unusual access or security concerns immediately.

Asset & Inventory Support

  • Maintain accurate records of computers, mobile devices, peripherals, and other technology assets.
  • Track equipment assignments and returns.
  • Assist with technology inventory and hardware lifecycle activities.
  • Organize and maintain technology equipment and supplies.

Systems & Project Support

  • Assist the Network Administrator and Business Systems Analyst with technology implementations and upgrades.
  • Support device deployment, user setup, testing, and implementation activities.
  • Assist with technology integration associated with new or existing locations.
  • Provide basic user support for Business Central and other enterprise applications, escalating system or business process issues appropriately.

Documentation & Continuous Improvement

  • Maintain support procedures, troubleshooting guides, and user documentation.
  • Identify frequently occurring issues and recommend improvements.
  • Contribute to the development of an internal IT knowledge base.
  • Stay current on TCH’s technology standard and support practices.

Other duties as assigned

  • Diagnose and resolve hardware, software, BC 365, Google, printer, peripheral, and connectivity issues.
  • Respond to support requests in a timely and professional manner.
  • Document support requests, resolutions, and recurring issues.
  • Escalate complex technical problems to the Network Administrator.
  • Follow through with users to ensure issues are fully resolved.
  • Provide basic user education and technology guidance.

Experience

  • Associate’s degree in Information Technology, Computer Science, Information Systems, or related field (or equivalent technical training and experience).
  • 1-3 years of IT help desk, desktop support, or related experience.
  • Working knowledge of Google Workspace and Business Central.
  • Basic understanding of networking, user accounts, hardware, and cybersecurity principles.
  • Strong troubleshooting and problem-solving skills.
  • Ability to communicate technical concepts clearly to non-technical users.

Preferred

  • Experience supporting employees in a multi-location organization.
  • Experience with Active Directory, Google, Business Central administration, and endpoint management tool.
  • Experience in manufacturing, distribution, or similar environments.

Working Conditions

Office environment with extended periods of computer work; workstation offers the ability to sit or stand. Periodic site visits which may be dusty or loud and require walking on a variety of surfaces and the use of Personal Protective Equipment; periodic Warehouse environment including walking.

Benefits

We offer a full benefit package including 401(k) with match, continued training and development. TCH is an Equal Employment Opportunity Employer and is a drug-free workplace.

Visit us at www.tchco.com