IT Support Specialist I

About Us

The Heartland Roadshow, established in 2009, is a premier buyer of estate jewelry, precious metals, gold and silver coins, and collectibles. If you’ve ever seen Antiques Roadshow, this is similar to what we do. We host boutique “buying events” at hotel locations throughout the region where customers sell estate items such as gold, silver, coins, and watches.

Job Summary

The IT Support Specialist I provides first-line technical support across the organization, assisting end users and administrative staff with hardware, software, and system issues. This role supports mobile devices, business platforms, surveillance systems, and communication tools to ensure smooth daily operations.

This position plays a key role in maintaining secure systems, supporting PII/data privacy compliance, and delivering a reliable user experience across office and field environments.

Essential Job Duties

• Serve as first point of contact for IT support requests from employees and administrative teams

• Troubleshoot and resolve basic hardware, software, network, and device issues (PCs, laptops, mobile devices, printers)

• Support setup and maintenance of business systems, mobile devices, and surveillance equipment

• Manage user accounts, passwords, and access permissions following security protocols

• Log, track, and resolve tickets in the IT service management system

• Install, configure, and update hardware, software, and peripherals

• Support data privacy and PII compliance standards in daily work

• Coordinate with vendors or IT partners for escalated issues and system updates

• Maintain accurate IT asset inventory (devices, equipment, and peripherals)

• Provide on-site and remote support, including occasional after-hours assistance

Required Education & Experience

• High school diploma or equivalent required

• 2+ years of IT support, help desk, or technical support experience

• Basic experience supporting end users in a business environment

Preferred

• Bachelor's Degree in Computer Science
• CompTIA A+, Network+, or Security+
• Microsoft Modern Desktop Administrator Associate
• ITIL Foundation Certification
• Required Knowledge, Skills & Abilities

• Windows OS and Google Workspace experience

• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)

• Familiarity with IT security and PII/data privacy practices

• Experience with MDM tools and remote support platforms

• Experience with ticketing systems (ServiceNow, Zendesk, or similar)

• Strong communication skills with both technical and non-technical users

• Customer service mindset with professionalism and discretion

• Strong organization, prioritization, and attention to detail

• Ability to work independently in a fast-paced environment

• Required Tools / Systems Experience

• Google Workspace (Gmail, Drive, Docs, Sheets, Forms, Slides)

• IT ticketing and remote support tools

• Work Location

• Hybrid

• Job Type

• Full-Time

• Pay

• $24.00 per hour

• Benefits (Full-Time Employees)

• Medical, Dental, Vision

• Short-Term Disability

• Employer Paid Basic Life Insurance

• 401(k) with matching

• Paid Time Off (PTO)

• Paid Holidays

• Equal Opportunity Employer
• The Heartland Roadshow is an equal opportunity employer and considers all qualified applicants in accordance with applicable federal, state, and local laws.