Information Technology Support Specialist

The Adcom Group, Inc.•Cleveland, OH

3d•Onsite

About The Position

The Information Technology Support Specialist serves as the primary point of contact for day-to-day employee technology needs at The Adcom Group. Reporting to the IT Manager, this position independently manages end-user support, computer deployment and maintenance, employee onboarding and offboarding, conference-room technology, technical documentation, and equipment inventory. In addition to resolving technical issues, the Information Technology Support Specialist proactively identifies knowledge gaps and provides approachable, practical training that helps employees use company technology securely, efficiently, and confidently. The ideal candidate is a dependable self-starter who takes ownership of responsibilities, learns new technologies quickly, communicates clearly, and actively looks for opportunities to improve the employee technology experience.

Requirements

Associate or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field is preferred but not required. An equivalent combination of education, technical training, certifications, and relevant professional experience will be considered.
Relevant experience in information technology support, desktop support, help-desk operations, technical training, or a related area is preferred.
Technical certifications or formal IT training are beneficial but not required. Relevant professional experience and demonstrated technical ability may be considered in place of formal credentials.
Experience supporting users in a professional Windows and macOS environment is preferred.
Experience creating technical documentation, user guides, or delivering employee technology training is preferred.

Responsibilities

Serve as the primary point of contact for day-to-day employee technology needs, including hardware, software, accounts, connectivity, peripherals, and remote-work support.
Independently troubleshoot and resolve routine support requests from initial report through resolution, including communication, documentation, follow-up, and appropriate escalation.
Configure, deploy, maintain, and troubleshoot computers, mobile devices, AV systems, applications, peripherals, and other company technology.
Support employee onboarding and offboarding, including equipment preparation, account provisioning, access changes, employee instruction, and equipment recovery.
Support and proactively test conference-room technology, video-conferencing systems, and equipment required for meetings and company events.
Maintain accurate records of equipment, software, licenses, warranties, user assignments, and other technology assets.
Assist with the administration and maintenance of company systems, networks, applications, user accounts, permissions, and cloud-based services.
Perform routine monitoring, maintenance, updates, software deployments, patches, upgrades, and system configuration.
Follow and support established IT security policies, access controls, authentication requirements, endpoint protections, and cybersecurity practices.
Identify and report potential security concerns, vulnerabilities, unusual system activity, and recurring technical problems.
Coordinate with technology vendors and service providers and escalate complex infrastructure, systems, or security matters when appropriate.
Develop and deliver approachable technology training for individuals, teams, and new employees on company systems, approved applications, cybersecurity practices, and effective technology use.
Proactively identify employee knowledge gaps, recurring support needs, and inefficient workflows that could be improved through education, documentation, or process changes.
Create and maintain clear user instructions, quick-reference guides, technical procedures, and internal IT documentation.
Research and evaluate technology that may improve productivity, collaboration, security, accessibility, or the employee experience, and present practical recommendations to the IT Manager.
Assist with the testing and implementation of approved technology, software, systems, and process improvements.
Stay current with relevant technology and cybersecurity developments and participate in IT projects and departmental initiatives as assigned.