IT Support Specialist

Legrand Slovenija•Minnetonka, MN

37d•$67,000 - $80,000•Onsite

About The Position

The IT Support Specialist is the first point of contact for routine technology issues affecting office, engineering, manufacturing, warehouse, and shop-floor users. The position resolves common end-user and device issues; documents work accurately, follows established support procedures, and escalates incidents that require specialized access or expertise. The role also provides hands-on assistance with local IT and approved operational technology to help maintain safe, secure, and reliable facility operations.

Requirements

Associate degree in Computer Science, Information Systems, a related technical field, and a minimum of 3 years of end-user or service-desk support experience in an enterprise environment; or an equivalent combination of education and experience.
Working knowledge of Microsoft Windows, Microsoft 365, PC hardware, mobile devices, printers, scanners, and common workplace peripherals.
Ability to perform basic troubleshooting of hardware, software, user accounts, printers, peripherals, wired connections, and wireless connectivity using documented procedures.
Ability to install, configure, replace, and validate standard end-user devices and software within established standards and permissions.
Basic understanding of identity, access, endpoint security, patching, malware protection, data handling, and the importance of escalating potential security incidents.
Ability to use an IT service management system to record incidents and requests, document troubleshooting, maintain accurate status, and route work to the appropriate team.
Ability to distinguish routine first-line support from issues requiring escalation and to provide complete, accurate handoff information.
Strong customer service skills, including active listening, clear explanations, professional follow-up, and respectful support for users with varying technical knowledge.
Ability to provide discreet, responsive, and professional technical support to executives and other priority users while maintaining confidentiality, communicating clearly, and applying appropriate urgency.
Ability to organize competing priorities, respond appropriately to business impact, and maintain accurate documentation in a fast-paced environment.
Clear written and verbal communication skills and the ability to work collaboratively with employees, leaders, technical teams, vendors, and business stakeholders.
Ability to work independently on-site, follow documented procedures, and collaborate effectively with remote regional and global support teams.

Nice To Haves

5 years of end-user or service-desk support experience in an enterprise environment; experience in manufacturing, warehouse, engineering, or shop-floor environments.

Responsibilities

Serve as the first point of contact for routine incidents and service requests submitted in person, by phone, through approved collaboration tools, or through the IT service management platform.
Gather relevant information, assess business impact, perform initial troubleshooting, document actions and outcomes, and escalate unresolved issues using established support procedures.
Resolve common hardware, software, account, printing, peripheral, and connectivity issues within approved first-line support procedures and access permissions.
Set up, image, enroll, configure, deploy, replace, and recover approved Windows computers, laptops, tablets, mobile devices, monitors, docks, printers, scanners, RF devices, phones, and related peripherals.
Provide hands-on support for shop floor and warehouse technology, including production workstations, label printers, barcode scanners, RF devices, terminals, scales, and approved connected equipment.
Perform basic workstation and device connectivity checks, including cables, ports, network settings, wireless connections, and peripheral communication; escalate suspected network or infrastructure issues.
Complete approved identity and access tasks, including password resets, account-unlock assistance, multifactor authentication support, and coordination of group or application access requests.
Prepare equipment and coordinate standard access for new employees; support employee transfers, equipment returns, and offboarding activities in accordance with company procedures.
Support Microsoft 365 and standard business applications, including Outlook, Teams, SharePoint, OneDrive, and Microsoft Office applications.
Provide initial support for approved manufacturing, ERP, engineering, printing, and collaboration applications; capture clear error details and route application issues to the appropriate support team.
Provide local remote-hands assistance to infrastructure, network, application, and cybersecurity teams by following documented instructions for equipment checks, restarts, cabling, validation, and evidence collection.
Identify and promptly report suspicious activity, security concerns, vulnerabilities, and policy exceptions; assist with approved remediation activities under the direction of the appropriate team.
Maintain accurate asset and inventory records for computers, peripherals, mobile devices, shop-floor technology, spare equipment, and assigned accessories.
Create and update knowledge articles, checklists, equipment records, and user instructions for recurring first-line support activities.
Communicate status, next steps, service restoration, and escalation details clearly to users, stakeholders, and technical teams.
Assist with planned device deployments, software upgrades, lifecycle replacements, inventory reviews, audits, and local technology projects.
Coordinate approved equipment, accessory, supply, and service requests using established purchasing and provisioning processes.
Work with approved vendors for equipment delivery, warranty service, repair, troubleshooting, and issue follow-up.
Follow safety, cybersecurity, data-handling, change-management, and access-control requirements when working in office, engineering, warehouse, and manufacturing areas.
Provide occasional support outside standard business hours for approved maintenance, business-critical incidents, or coordination with regional and global teams.
Perform other related duties as assigned to support facility and business needs.
Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in safety programs, initiatives, and investigations.
Demonstrate our core values of Customers, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability