Torchora
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Key Responsibilities and Required Skills for Site Specialist

💰 $65,000 - $90,000

Information TechnologyOperationsFacilities ManagementTechnical Support

🎯 Role Definition

Are you a hands-on problem-solver who thrives on being the go-to expert? We're looking for a highly motivated and resourceful Site Specialist to be the backbone of our local office operations. As the face of IT and facilities on the ground, you will be responsible for maintaining a world-class work environment, providing exceptional technical support, and ensuring the seamless operation of all site-specific systems and infrastructure. This role is a critical link between our employees and corporate services, requiring a unique blend of technical expertise, operational savvy, and outstanding interpersonal skills. You will own the end-to-end employee experience from a technology and facilities perspective, making a tangible impact on daily productivity and employee satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Support Technician / Help Desk Analyst (Level II/III)
  • Field Service Technician
  • Junior Systems Administrator

Advancement To:

  • Senior Site Specialist / Lead Site Specialist
  • IT Operations Manager / Regional IT Manager
  • IT Project Manager

Lateral Moves:

  • Systems Administrator
  • Network Administrator
  • IT Project Coordinator

Core Responsibilities

Primary Functions

  • Serve as the primary on-site point of contact for all IT support requests, providing white-glove technical assistance for hardware, software, network, and conference room technology.
  • Manage the entire lifecycle of local IT assets, including procurement, imaging, deployment, maintenance, and secure disposal of laptops, desktops, peripherals, and mobile devices.
  • Perform hands-on troubleshooting and resolution of complex technical issues related to operating systems (Windows/macOS), enterprise applications, and local network connectivity.
  • Oversee and maintain the site's IT infrastructure, including network closets, servers, switches, and wireless access points, coordinating with centralized network teams for major changes.
  • Act as the "smart hands" for remote engineering and infrastructure teams, assisting with physical installations, cabling, and hardware replacements for servers and network gear.
  • Lead the technical onboarding and offboarding processes for all employees at the site, ensuring equipment is prepared, accounts are configured, and access is provisioned or revoked in a timely manner.
  • Proactively monitor site health and performance using enterprise tools, identifying potential issues and trends before they impact business operations.
  • Coordinate with and manage external vendors for facilities maintenance, IT hardware repairs, cabling installations, and other site-specific services.
  • Spearhead local IT projects, such as office moves, technology refreshes, and new system rollouts, from planning and communication through to execution and post-launch support.
  • Maintain a comprehensive inventory of all IT hardware and software assets using asset management systems, conducting regular audits to ensure accuracy.
  • Develop and maintain detailed documentation for site-specific procedures, configurations, and troubleshooting guides in the corporate knowledge base.
  • Provide training and support to end-users on new technologies, best practices, and corporate IT policies to enhance digital literacy and security awareness.
  • Manage and support all on-site audio/visual (AV) and video conferencing (VC) systems, ensuring executive meetings and all-hands events run smoothly.
  • Act as a key stakeholder in site security, managing physical access control systems (badges/fobs) and collaborating with the security team on video surveillance and incident response.
  • Liaise between the local site and corporate headquarters, effectively communicating site needs, project statuses, and potential risks to management.
  • Take ownership of the site's IT ticketing queue, ensuring all incidents and requests are addressed and resolved within established Service Level Agreements (SLAs).

Secondary Functions

  • Coordinate with facilities and real estate teams on space planning, desk moves, and office reconfigurations to accommodate changing team needs.
  • Manage the procurement and stocking of essential IT consumables and peripherals to ensure a ready supply for employee needs.
  • Assist in budget forecasting for site-specific IT and facility expenditures, providing input based on projected hardware refreshes and operational needs.
  • Participate in an on-call rotation for after-hours emergency support for critical site infrastructure issues.
  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.

Required Skills & Competencies

Hard Skills (Technical)

  • Operating Systems: Expert-level proficiency in troubleshooting Windows 10/11 and macOS environments.
  • Hardware Support: Strong hands-on experience with diagnosing and repairing laptops (Dell, Lenovo, Apple), desktops, and peripherals. A+ Certification is a strong plus.
  • Networking: Solid understanding of TCP/IP, DNS, DHCP, and Wi-Fi. Experience with basic switch configuration and patch panel management.
  • Active Directory: Experience with user account management, group policies, and permissions within an Active Directory/Azure AD environment.
  • ITSM/Ticketing Systems: Proficiency using enterprise ticketing platforms like ServiceNow, Jira Service Management, or Zendesk.
  • Collaboration Tools: In-depth knowledge of supporting Microsoft 365 (Teams, SharePoint, OneDrive) or Google Workspace.
  • AV & Conferencing: Experience supporting modern conference room technology, including Zoom Rooms, Microsoft Teams Rooms, and related hardware (e.g., Crestron, Poly, Logitech).
  • Mobile Device Management (MDM): Familiarity with MDM platforms like Intune or Jamf for managing corporate mobile devices.

Soft Skills

  • Customer-Centric Mindset: A genuine passion for providing outstanding customer service and a positive user experience.
  • Exceptional Communication: The ability to clearly and concisely explain technical concepts to both technical and non-technical audiences, both verbally and in writing.
  • Problem-Solving & Critical Thinking: An analytical and methodical approach to troubleshooting, with the ability to remain calm and effective under pressure.
  • Time Management & Prioritization: Proven ability to manage multiple tasks and projects simultaneously in a fast-paced environment, meeting deadlines without sacrificing quality.
  • Proactive & Self-Motivated: A "get-it-done" attitude with the ability to work independently, identify opportunities for improvement, and take initiative.
  • Adaptability: Flexibility to handle changing priorities, unexpected issues, and evolving technologies.
  • Teamwork & Collaboration: A strong team player who can work effectively with local colleagues, remote teams, and external vendors.

Education & Experience

Educational Background

Minimum Education:

  • Associate's degree or equivalent vocational training/certification in a technology-related field.

Preferred Education:

  • Bachelor's degree in a technology-related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems

Experience Requirements

Typical Experience Range:

  • 3-5 years of experience in an IT support, field service, or desktop engineering role, with at least 2 years of experience providing direct, on-site support.

Preferred:

  • Experience as the sole IT representative for a branch office or a significant site. Industry certifications such as CompTIA A+, Network+, or ITIL Foundations are highly desirable.
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