Support Specialist

Job Title: Support Specialist

Reports To: Michelle Birdno, Operations Manager; Shaun Winters, Systems Admin.

Location: 1801 West 32nd Street, Building C, Suite 211, Joplin, MO

Position: Fulltime

Starting Salary: $50,000.00

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Columbia Location: 1105 Lakeview Ave, Columbia, MO 65201

Joplin Location: 1801 West 32nd Street, Building C, Suite 211, Joplin, MO

Company Overview

Thrive IT is a trusted business-to-business technology provider with over 22 years of experience delivering high-quality IT solutions. We specialize in remote technical support and on-site assistance for businesses of all sizes. At Thrive IT, we are guided by a commitment to professionalism, integrity, and service excellence. We support both end users and business decision-makers with reliable, courteous, and responsive technical solutions. Our team members are expected to work independently, demonstrate a strong work ethic, and take pride in delivering results that reflect the care and quality our clients have come to expect. We believe respectful, consistent service builds long-term client relationships—and we seek individuals who share that belief.

Position Overview

We are seeking an experienced and motivated Support Specialist to join our satellite team in Joplin, MO. This role is based in a professional office environment and is located near many of our clients. On-site travel is required for select support needs. A company vehicle is available when possible; otherwise, use of a personal vehicle with mileage reimbursement is expected.

The ideal candidate will be technically experienced and proficient, professional in communication, and capable of working both independently and as part of a team in a fast-paced environment.

Key Responsibilities

• Provide remote technical support to business clients via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues on desktops, laptops, printers, and peripherals.
• Basic Network troubleshooting.
• Install, update, and configure business software.
• Conduct system diagnostics and perform hardware repairs.
• Communicate with third-party vendors, advocating for the client.
• Document support activities thoroughly in the ticketing system.
• Escalate advanced issues to appropriate technical personnel as needed.
• Stay informed of industry trends, technologies, and best practices.
• Provide on-site client support for network setup, hardware installations, and troubleshooting.
• Lead or assist with company-initiated projects on behalf of clients or the Thrive IT organization.

Minimum Requirements

• Strong work ethic, reliability, and accountability.
• Prior experience in a technical support or help desk role.
• Proficiency with Windows and macOS operating systems.
• Understanding of basic networking (TCP/IP, DNS, DHCP).
• Strong diagnostic and troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to manage time independently and prioritize effectively.
• Valid driver’s license and access to reliable transportation.
• Willingness to undergo background screening and obtain necessary access clearances.
• Physical capability to sit for extended periods, lift up to 50 pounds, climb ladders, use scissor lifts, and install wall-mounted hardware and cabling.

Note: Additional responsibilities may be assigned as needed.

Preferred Qualifications

• Associate degree in Networking or related field.
• Industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience using remote support tools (e.g., TeamViewer, RDP).
• Familiarity with ticketing systems and help desk software.
• Willingness and ability to quickly learn new tools and technologies.
• Must have the ability to work after hours and thru the night for client installations and upgrades

Benefits

• Health Insurance (50/50 Share of premium)
• Dental and Vision Plans
• Health Savings Account (HSA)

• Simple IRA Retirement Plan
• Certification Testing: Reimbursement provided upon successful completion of approved exams.

· Paid Time Off (PTO) - Is pro-rated from date of hire in year 1, then posted annually on January 1st of the following year,

• • 120 hours (15 days) annually (Years 1–5)
  • 160 hours (20 days) annually (Year 6+)
  • 6 paid federal holidays
  • 2 bereavement days
  • 1 paid birthday holiday