The Antwi Group is seeking a knowledgeable, dependable, and service-oriented IT Support Specialist to join our IT & Digital Systems Department.
Working under the direction of the IT & Digital Systems Department Manager and in coordination with the Systems & Network Administrator, the IT Support Specialist will provide day-to-day technical assistance to employees across The Antwi Group.
The IT Support Specialist will troubleshoot computer, software, email, account, network, printer, peripheral, and business-system problems while helping maintain company technology equipment and user accounts.
This position requires strong technical troubleshooting skills, patience, professional communication, organization, security awareness, and the ability to explain technical solutions clearly to employees with different levels of technical experience.
Key Responsibilities
- Provide day-to-day technical support to employees.
- Receive, document, prioritize, and resolve IT support requests.
- Troubleshoot desktop and laptop computer problems.
- Diagnose basic hardware and software issues.
- Troubleshoot operating-system and application problems.
- Assist employees with approved company software and business systems.
- Troubleshoot email and collaboration-platform issues.
- Assist with approved password resets and account-access problems.
- Support multi-factor authentication and other account-security procedures.
- Troubleshoot basic network and Wi-Fi connectivity issues.
- Assist with printers, scanners, monitors, keyboards, mice, webcams, and other approved peripherals.
- Configure and prepare computers and approved devices for employees.
- Install approved software and updates.
- Assist with employee technology onboarding.
- Coordinate technology offboarding with Human Resources and IT personnel.
- Maintain accurate records of assigned company equipment.
- Assist with computer and technology inventory.
- Help maintain organized storage of IT equipment, cables, accessories, and replacement devices.
- Assist with basic workstation maintenance and upgrades.
- Escalate complex networking, server, security, or infrastructure problems to appropriate technical personnel.
- Assist the Systems & Network Administrator with assigned maintenance activities.
- Provide basic website and web-system support when appropriate.
- Help employees access approved shared drives, cloud services, and collaboration platforms.
- Assist with meeting-room and presentation technology.
- Support company events requiring approved technical equipment.
- Document technical problems, troubleshooting steps, and solutions.
- Help develop internal technical instructions and knowledge-base documentation.
- Identify recurring technical problems and report them to IT management.
- Follow company security, access-control, and data-protection procedures.
- Report suspected cybersecurity incidents promptly.
- Maintain confidentiality regarding company systems, employee information, and technical access.
Help Desk & User Support
The IT Support Specialist may assist employees with:
- Computer setup
- Login problems
- Password resets
- Software
- Printers
- Wi-Fi
- Network connectivity
- Monitors and displays
- Audio and video devices
- Webcams
- Shared drives
- Cloud services
- File access
- Collaboration tools
- Meeting technology
- Approved business applications
Support requests should be prioritized based on business impact and urgency.
Employee Technology Onboarding
The IT Support Specialist may help prepare technology for new employees.
Responsibilities may include:
- Preparing computers
- Installing approved software
- Configuring email
- Assisting with account setup
- Configuring approved access
- Setting up multi-factor authentication
- Preparing peripherals
- Providing basic technology orientation
- Recording assigned equipment
Account permissions and privileged access must follow approved authorization procedures.
Employee Technology Offboarding
When an employee leaves the organization or changes roles, the IT Support Specialist may assist with:
- Equipment return
- Account-access changes
- Device collection
- Software-access changes
- Documentation
- Coordination with Human Resources
- Escalation of account deactivation to authorized IT personnel
The Specialist should not independently preserve, transfer, delete, or access employee data outside approved company procedures.
Hardware Support
The position may support:
- Desktop computers
- Laptop computers
- Monitors
- Keyboards
- Mice
- Printers
- Scanners
- Webcams
- Headsets
- External drives
- Docking stations
- Network equipment
- Approved mobile devices
- Other company technology
The Specialist may perform basic repairs, upgrades, replacement, and troubleshooting within the scope of their technical qualifications.
Software Support
The IT Support Specialist may assist with:
- Operating systems
- Productivity software
- Email applications
- Web browsers
- Collaboration platforms
- File-sharing systems
- Creative applications
- Business applications
- Approved cloud platforms
- Security software
- Company-specific systems
Specialized application problems may be escalated to the appropriate administrator, vendor, or technical professional.
Cybersecurity Responsibilities
The IT Support Specialist will help employees follow company security practices.
Responsibilities may include:
- Multi-factor authentication support
- Password-security guidance
- Endpoint-security support
- Software updates
- Security patch assistance
- Malware reporting
- Phishing reporting
- Suspicious-email escalation
- Account-security support
- Basic security awareness
The IT Support Specialist should not conduct unauthorized security testing or access systems outside their assigned responsibilities.
Technical Documentation
The Specialist may maintain documentation including:
- Support tickets
- Troubleshooting procedures
- Device information
- Software installation instructions
- Employee setup procedures
- Frequently encountered technical problems
- Equipment assignments
- Internal technical guides
Documentation should be accurate, organized, and updated as systems change.
Cross-Department Support
The IT Support Specialist may provide technical assistance to employees throughout The Antwi Group, including:
- Executive Leadership
- Operations & Administration
- Human Resources
- Marketing
- Social Media
- Graphic Design
- Sales & Client Relations
- Business Development
- Finance & Accounting
- Audio Engineering
- Content & Media Production
Some departments may use specialized software, storage systems, workstations, or equipment requiring coordination with senior IT personnel.
Qualifications
- Associate or bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field preferred.
- Professional training or relevant technical experience may be considered in place of formal education.
- Previous help-desk, desktop-support, technical-support, or IT experience preferred.
- Strong computer troubleshooting abilities.
- Working knowledge of Windows and/or macOS.
- Basic understanding of networking and Wi-Fi.
- Familiarity with business productivity and collaboration software.
- Strong customer-service and interpersonal skills.
- Excellent problem-solving abilities.
- Strong organizational and documentation skills.
- Ability to communicate technical information clearly to nontechnical users.
- Ability to manage multiple support requests and priorities.
- Ability to work independently and collaboratively.
- Strong attention to detail.
- Ability to handle confidential information and technical access appropriately.
Preferred Skills
Experience in one or more of the following is a plus:
- Windows
- macOS
- Microsoft 365
- Google Workspace
- Help-desk systems
- Desktop support
- Hardware troubleshooting
- Software troubleshooting
- TCP/IP networking
- Wi-Fi troubleshooting
- Printers and peripherals
- Account administration
- Multi-factor authentication
- Endpoint security
- Remote support
- Cloud storage
- WordPress
- Basic website support
- IT asset management
Certifications such as CompTIA A+, Network+, Security+, Microsoft, Google, Apple, or comparable technical certifications are a plus but are not necessarily required.
Professional Expectations
The IT Support Specialist may occasionally receive temporary or elevated access to employee devices, accounts, files, or company systems for legitimate troubleshooting purposes.
Such access must only be used as necessary to complete authorized support activities.
The successful candidate should demonstrate:
- Professionalism
- Patience
- Confidentiality
- Technical curiosity
- Security awareness
- Clear communication
- Dependability
- Responsible use of system access
Career Development
The IT Support Specialist position provides opportunities to develop technical experience across multiple areas of information technology.
Depending on skills and professional development, potential career paths may include:
IT Support Specialist → Senior IT Support Specialist → Systems & Network Administrator
or
IT Support Specialist → Web / Systems Specialist → IT & Digital Systems Management
Advancement will depend on performance, qualifications, technical development, organizational needs, and available opportunities.
Confidentiality & Access
The IT Support Specialist may have temporary or ongoing access to company devices, employee accounts, internal systems, technical configurations, and confidential business information.
Credentials and sensitive information must be protected and used only for authorized business purposes.
Location
Poconos, Pennsylvania
The position may involve office-based work, employee workstations, equipment setup, technical support, company events, meetings, and project-specific scheduling.
Occasional evening, weekend, or irregular-hour availability may be required for system maintenance, events, deployments, or urgent technical problems.
Employment Type
Full Time
Department
IT & Digital Systems
Reports To
IT & Digital Systems Department Manager / Systems & Network Administrator
About The Antwi Group
The Antwi Group is a growing organization operating across creative, entertainment, media, and related business sectors. Our teams bring together creative talent, technical expertise, management, technology, production, and business development to build projects and opportunities designed for long-term growth.
Application
Interested candidates should submit an application outlining their relevant education, technical training, professional IT experience, troubleshooting experience, software and hardware knowledge, and other relevant qualifications.
Applicants may also be asked to provide a résumé/CV, professional references, relevant technical certifications, or other information demonstrating their IT support experience and technical abilities.
Candidates with developing professional IT experience may be considered if they demonstrate strong technical aptitude, professionalism, problem-solving ability, security awareness, and a willingness to learn.
The Antwi Group is an equal opportunity employer. We consider qualified applicants without regard to characteristics protected by applicable law.