IT Support Specialist

Waites Sensor Technologies•Cincinnati, OH

5d•Onsite

About The Position

We are looking for a resourceful, service-minded IT Support Specialist to be the first point of contact for technology support across Waites. This is a hands-on role for someone who can help resolve issues quickly, setting up new team members for success, and keeping the technology our business runs on reliable and secure. You will own the day-to-day support experience for the company, as well as being a key part of strategic projects within the IT organization. If you take pride in responsive service, like variety in your day, and want room to grow your technical skills across infrastructure, security, and modern business applications, we would love to meet you. The work we do is categorically awesome, and we are looking for someone with the curiosity, drive, ownership, and people skills to help keep it running.

Requirements

Associate’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience
2–4 years of experience in technical support, service desk, or desktop support
Hands-on experience supporting Windows and macOS devices in a business environment
Familiarity with Google Workspace and/or Microsoft 365 administration
Working knowledge of core networking concepts and the ability to troubleshoot connectivity issues
Experience working within a ticketing system and meeting response expectations
Excellent communication skills and a strong customer service orientation, including with non- technical colleagues
Strong problem-solving skills and the ability to prioritize competing requests independently
Sound judgment about when to resolve and when to escalate
High intellect and strong analytical skills
Innovative and driven to constantly improve
Ability to balance strategic vision with operational execution
Non-bureaucratic, flexible, and able to thrive in a fast-moving environment
Positive energy and attitude towards people and problem-solving
Demonstrates a balance of humility, strong work ethic, and interpersonal savvy (“Humble, Hungry, and Smart”) in approach to teamwork and problem-solving
“Can Do” mentality

Nice To Haves

Experience with endpoint security tooling desired
Familiarity with legal, statutory/regulatory requirements such as: ISO-9001, GDPR and SOC II desired
CompTIA A+, Network+, or comparable certification desired

Responsibilities

Serve as the first point of contact for technology support requests across the company
Own the support queue — triage, prioritize, resolve, and communicate status through to closure
Troubleshoot hardware, software, connectivity, and peripheral issues for end users
Build and maintain documentation, knowledge base articles, and self-service resources
Foster a responsive, customer-first support experience
Provision, image, configure, and deploy laptops, desktops, and mobile devices
Manage device lifecycle from intake through deployment, refresh, retirement, and secure disposal
Maintain accurate IT asset inventory and records
Ensure that our devices stay fully compliant with our SOC-2 security initiatives
Execute new hire technology setup including accounts, hardware, access, and orientation to core tools
Execute offboarding such as account deactivation, access revocation, and device recovery
Follow established runbooks, document exceptions, and recommend improvements to the process
Administer user accounts and group membership across Google Workspace and business applications, within approved policy
Process access requests through defined approval workflows
Administer physical access and badge management for Waites facilities
Escalate any request that falls outside established policy rather than granting exceptions
Periodic reviews of our key systems to ensure there are no unintended access gaps
Support conference room technology, audio/visual equipment, printers, and shared workplace systems
Provide first-line support for World HQ on-site network connectivity issues
Coordinate with vendors and service providers for warranty and project work
Monitor and triage endpoint security alerts, escalating in line with defined thresholds
Verify patch and update compliance across company devices
Support security awareness activities, including phishing simulation follow-up
Assist in gathering evidence and documentation for ISO-9001, SOC II, and GDPR audit activity
Perform routine SaaS license administration, reconciliation, and usage reporting
Support end users across core business applications
Assist with rollout, enrollment, and first-line questions for approved AI tools
Identify recurring issues and recommend permanent fixes rather than repeat remediation
Contribute to end-user training, documentation, and technology adoption
Stay current with relevant tools and support practices
Carry out additional responsibilities as needed to support business objectives