IT Support Specialist

Nidec•Brooklyn Heights, OH

About The Position

The IT Support Specialist provides frontline technical support to employees across hardware, software, mobile device, and business application environments. The role is a primary contact for routine technology issues and service requests, helping employees access the tools and support needed to work effectively. The specialist independently troubleshoots and resolves most routine issues, owns assigned requests through resolution, and uses available procedures and resources to identify solutions. More complex or specialized issues are escalated through established support channels. The role also helps maintain support documentation and knowledge resources and promotes consistent practices that improve service delivery and operational efficiency. Nidec is a global manufacturer of electric motors, drives, and controls. The position involves occasional local travel of up to 25% between facilities, based on project assignments and support activities. The listed work shift is First Shift (United States of America).

Requirements

High school diploma or GED.
1–3 years of experience in technical support, service desk, desktop support, or a related IT support role.
Ability to troubleshoot and resolve routine to moderately complex technical issues.
Strong customer service and end-user support skills.
Effective verbal and written communication skills.
Demonstrated initiative, ownership, and accountability.
Proficiency with hardware, software, operating systems, and support tools.
Strong documentation, process development, and knowledge-sharing capabilities.
Ability to collaborate effectively with team members and business partners.
Strong organizational skills and ability to manage multiple priorities.
Commitment to continuous learning and process improvement.
Understanding of information security, privacy, and compliance requirements.

Nice To Haves

Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, VMware, or equivalent experience.
Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
Experience supporting end users in a corporate, manufacturing, service desk, or IT operations environment.

Responsibilities

Provide technical support for hardware, software, operating systems, mobile devices, peripherals, and approved business applications.
Independently troubleshoot and resolve routine end-user incidents and service requests using established procedures, tools, and knowledge resources; research and diagnose common issues with limited guidance.
Escalate unresolved, complex, or specialized issues to appropriate support teams.
Maintain ownership of assigned incidents through resolution and user follow-up.
Log, track, prioritize, and manage incidents and service requests using approved ticketing systems, ensuring timely resolution in accordance with service expectations.
Document issue details, troubleshooting activities, resolutions, recurring issues, and support activities accurately.
Communicate issue status, next steps, and resolution outcomes effectively to users.
Provide responsive, professional support and assist users with application usage, password resets, access requests, device setup, and technology-related questions.
Explain technical information clearly to technical and non-technical users and promote a positive customer experience through accountability and responsiveness.
Support desktops, laptops, printers, mobile devices, conferencing technology, and related peripherals.
Perform user account maintenance, password resets, and access administration in accordance with security requirements.
Install, configure, and troubleshoot approved software and standard business applications.
Assist with workstation deployments, equipment replacements, onboarding activities, and technology refresh initiatives.
Use service management, remote support, and diagnostic tools to resolve issues; follow established support procedures, knowledge articles, and troubleshooting workflows.
Contribute updates and improvements to support documentation, knowledge articles, and troubleshooting guides; share solutions and best practices with team members.
Follow information security, privacy, and access control policies; protect company information and identify and report potential security concerns.
Maintain accurate records to support compliance and audit requirements.
Build technical knowledge, participate in training and development, apply feedback, and improve troubleshooting and customer support skills over time.
Travel locally between facilities occasionally, up to 25%, based on project assignments and support activities.