IT Support Specialist - Growing Ecommerce Company

At National Trade Supply, the IT Support Specialist plays a critical role in ensuring our employees have a reliable, secure, and seamless technology experience. As the first line of support for team members across the organization, this role combines hands-on technical expertise with a service-oriented mindset, helping employees resolve issues quickly while creating a smooth and stress-free technology experience.

The IT Support Specialist is responsible for maintaining and optimizing systems, infrastructure, and day-to-day IT operations that keep the business running smoothly. This includes troubleshooting hardware and software issues, managing technology assets, supporting onboarding and internal systems, and assisting with security and infrastructure maintenance.

Success in this role requires more than technical ability. The right person brings strong critical thinking, clear and respectful communication, and a genuine desire to help others succeed. They approach challenges with patience, curiosity, and ownership, working collaboratively across teams, anticipating needs before they become problems, and delivering solutions that balance immediate support with long-term reliability.

At National Trade Supply, we operate with a shared set of core values that guide how we work and grow together: Grit, Bias for Action, Critical Thinking, Self-Awareness, and Operational Excellence. These principles shape our culture, influence our decisions, and define what it means to succeed on our team.

Key Responsibilities:

Core Functional Responsibilities

• Provide frontline IT support for employees, troubleshooting hardware, software, and system-related issues with responsiveness and professionalism.
• Maintain and support company servers to ensure systems remain secure, stable, and optimized for daily business operations.
• Manage and maintain technology assets including desktops, laptops, servers, printers, and related hardware.
• Oversee IT inventory and coordinate refresh cycles to ensure employees have reliable and effective tools.
• Support internal networking, telephony (VOIP), remote desktop environments, and Microsoft 365 systems.
• Assist with administrative support and troubleshooting across Windows clients, Linux and Windows servers, Active Directory, and mobile devices.
• Manage website database locations and contribute to maintaining stable web infrastructure.
• Research and recommend hardware and technology solutions aligned with current and future business needs.

Business Partnership & Strategic Support

• Collaborate with stakeholders to maintain the security of company systems including websites, hardware, networks, and email platforms.
• Participate in regular security audits, testing, and implementation of best practices to protect company infrastructure.
• Partner with teams across the organization to identify technology-related process improvements that enhance efficiency and user experience.
• Support activities related to web application development environments (.NET or PHP) and business intelligence initiatives where applicable.
• Provide thoughtful technology guidance that helps teams work more effectively and confidently with internal systems.

The Outcome We Are Seeking:

To succeed in this role, the IT Support Specialist will create a dependable, secure, and user-friendly technology environment that enables employees to perform their work without unnecessary friction.

The IT Support Specialist will ensure internal technology systems operate reliably, employee issues are resolved quickly and thoughtfully, and infrastructure remains secure and scalable as the business grows. By combining responsive support with proactive improvements, this role helps strengthen operational efficiency and the overall employee experience with technology.

Performance will be measured by:

• Responsiveness and resolution time for internal IT support requests.
• System uptime and reliability of core infrastructure and tools.
• Effectiveness of security practices and completion of routine audits or updates.
• Accuracy and organization of IT inventory and asset management.
• Successful implementation of technology improvements that increase team efficiency.
• Employee satisfaction with internal technology support.

Why Choose Us?

• Competitive salary and benefits designed to support your well-being.
• A culture that’s always striving to learn, improve, and grow — together.
• Opportunities for professional development, mentorship, and career growth.
• True work-life balance: we believe great work happens when people have the space to recharge and take care of themselves outside of work.
• Direct access to leadership and decision-makers, your ideas won't get lost in layers of bureaucracy.
• A role where your work will make a real, measurable impact improving the online shopping experience for customers and driving meaningful growth for the business.
• A collaborative environment where everyone's voice matters and innovative thinking is encouraged.

Interview Process:

We take hiring seriously because every person we add must have a meaningful impact on our culture, our work, and our team. As a small and growing company, we are intentional about who we bring on board, and we don’t compromise on that standard for the sake of speed.

Our interview process includes the following steps:

• Online application (including Predictive Index behavioral and cognitive assessments)
• Phone screen
• 1:1 Hiring Manager Interview
• Panel interview with cross-functional team members
• Final offer

As part of our hiring process, we ask candidates to complete Predictive Index (PI) behavioral and cognitive assessments. These tools help us better understand your natural work style, communication preferences, and problem-solving approaches. They’re not used to “pass” or “fail” candidates — rather, they give us a more complete picture of how you might fit within the team and where you can thrive. We believe great hiring is about more than just skills; it's about setting people up for success from day one.

Throughout the process, you’ll meet with several people from across the organization — including senior leadership, members of the Marketing department, and internal stakeholders who will be key partners in this role. We believe that great hiring is a two-way street, and our process is designed to give you a real feel for who we are and how we work.

We understand that this level of engagement won’t be the right fit for everyone, and that’s okay. Candidates who aren’t comfortable with any part of the process may find a better fit elsewhere, and we genuinely wish them the best. For those who are excited to engage fully, we’re just as excited to get to know you.

Education & Experience

• Experience supporting IT security solutions across e-commerce, cloud, hybrid, and on-premises environments.
• Administrative and troubleshooting experience across technologies including networking, VOIP, remote desktop systems, Linux and Windows servers, Active Directory, mobile devices, Windows clients, and Microsoft 365.
• Experience or aptitude to assist with activities related to .NET or PHP web application development and business intelligence initiatives.

Skills & Attributes

• Clear, respectful communicator with a service-oriented mindset.
• Strong critical thinking and problem-solving abilities.
• Organized with the ability to prioritize effectively in a dynamic environment.
• Adaptable and calm when managing shifting priorities.
• Proactive in follow-up and task completion.
• Ability to balance immediate support needs with long-term system improvements.
• Comfortable working independently and collaboratively across teams.
• Patient and supportive when assisting non-technical users.
• Collaborative mindset with a willingness to step in and help wherever needed.