IT Support Engineer

Cleveland-Cliffs•Cleveland, OH

2d•$65,000 - $85,000•Onsite

About The Position

Cleveland-Cliffs is hiring an IT Support Engineer for its Cleveland Works operation. This full-time, on-site role supports and manages user-facing equipment and related applications to maximize the effectiveness of site technology. The position also works in the centralized desktop support queue, with an emphasis on first-contact resolution, root-cause troubleshooting, and fully resolving and closing tickets rather than passing problems along. The role supports site IT infrastructure and users while partnering with enterprise IT teams, vendors, and colleagues. It includes off-hours support for critical incidents and occasional travel to other company locations may be required.

Requirements

Bachelor's degree in a related field or equivalent experience.
At least 3 years of experience in a technical IT role.
Demonstrated skills in Active Directory administration; basic server and network administration, including LAN/WAN, switches, and wireless; desktop and endpoint technologies; wireless and mobility technologies; and physical hardware installation and cabling.
Demonstrated ability to resolve tickets end to end at first contact and own problems until they are fully solved.
Comfort working independently with a high volume of varied and unfamiliar problems, strong troubleshooting instincts, and an enjoyment of helping people.
Strong written communication skills.
Ability to work fully on-site.

Nice To Haves

A+ Certification.
Network+ Certification.
Experience working in a manufacturing environment.
Experience with ServiceNow or similar IT ticketing platforms.

Responsibilities

Remain customer-focused and follow up to ensure customer satisfaction.
Manage, troubleshoot, plan, prioritize, and track work through the Cliffs ServiceNow ticketing system to resolve user requests and problems in a timely manner.
Commission and support user-facing hardware, including laptops, desktops, peripherals, VoIP phones, mobile and portable devices, and printers.
Own a high volume of tickets in the centralized support queue, resolve requests from locations across the enterprise, diagnose root causes, and fully resolve and close tickets at first contact where possible.
Provide basic user training when necessary.
Create and maintain appropriate documentation.
Identify user needs and present or implement solutions.
Manage installation and routing of Ethernet and fiber cabling to connect network and server infrastructure, and ensure proper cable management.
Coordinate and assist with annual on-site hardware refresh deployments and support remote imaging and configuration processes defined by the EUX team.
Maintain accurate inventories of all on-site IT equipment.
Administer and support local virtual and physical servers, storage, switches, wireless access points, VoIP phones, and network cameras within OneCliffs standards.
Support site-level LANs, WANs, network segments, and intranet and internet connectivity.
Collaborate with existing and new vendors to support IT systems.
Participate in technical research and development to enable continued innovation with existing and new technologies.
Perform work in accordance with Cliffs' best practices and policies.
Contribute to the working team through thoughtful discussion and collaboration.
Partner with enterprise IT teams, including EUX, Cybersecurity, Network, Server, and Telecom.
Understand and participate in safety-related topics and actions, and follow established plant-based and IT-related safety practices.
Provide off-hours support for critical incidents.
Travel occasionally to other company locations as required.
Perform other tasks as required.