IT Support Specialist

JTM Food Group•Harrison, OH

1d•Onsite

About The Position

Provide advanced technical support across hardware, software, network, and infrastructure systems. This role goes beyond basic troubleshooting, owning escalated issues, supporting system administration tasks, and driving continuous improvement in IT operations.

Requirements

Ability to build strong relationships, provide excellent customer service and problem solve.
Associate or Bachelor's degree in business or computer-related field required
3-5 years experience with IT Support
Experience using AI tools (e.g., Copilot, ChatGPT, or ITSM AI features) to enhance productivity
Ability to interface with customers and provide team-oriented and one-on-one support and training
Experience with IT ticketing / ITSM platforms (e.g., ServiceNow, Spiceworks, Freshservice, Jira Service Management)
Working/troubleshooting knowledge of Windows operating systems, Microsoft 365 and Office products, MAC OS (Macbooks, iPads, iPhones).
Ability to make decisions about how best to resolve an issue and to act on decisions
Must be willing to work in a plant / industrial environment

Nice To Haves

Microsoft 365 admin and Office certifications preferred but not required

Responsibilities

Diagnose and remediate hardware and software problems.
Replace defective components where necessary.
Maintain and administer computing environments, including computer hardware, systems software, applications software, and all configurations.
Work with JTM’s user community to identify improvement opportunities and translate those into recommendations to IT Management.
Design, configure, and test computer hardware and operating system software.
Train users in computer system use.
Adhere to the Change Management Policy, to ensure system changes are made in a controlled and transparent manner.
Work directly with outside IT service providers and vendors to ensure effective delivery of IT services, equipment, and software.
Administration or Active Directory, Microsoft 365/cloud services, Group Policy
Follow cybersecurity best practices (patching, MFA, endpoint protection)
Assist with vulnerability remediation and system hardening
Create and maintain SOPs, knowledge base articles, and system documentation
Recommend improvements to systems, processes, and support workflows
Contribute to standardization and automation efforts
Administer Mobile Device Management (MDM) platforms for device provisioning, policy enforcement, and security compliance
Support and manage Apple devices (iPhones, iPads, macOS) including enrollment, configuration, and troubleshooting
Oversee company-issued mobile phones, including activation, carrier coordination, upgrades, inventory tracking, and cost management
Enforce mobile security standards (MFA, device encryption, remote wipe, compliance policies)
Maintain asset inventory and lifecycle management for all end-user devices
Support and maintain VoIP/telephony systems, including user provisioning, call routing, and basic system configuration