IT Support Specialist

United Performance Metals•Hamilton, OH

About The Position

The IT Support Specialist serves as the first point of contact for IT support, handling incidents and service requests through phone, email, chat, a self-service portal, and in-person support. The role diagnoses and resolves hardware, software, network, and peripheral issues across Windows and macOS computers, mobile devices, printers, and conferencing equipment. It supports Microsoft 365 and cloud applications, user account administration, device deployment and retirement, approved software and patches, and adherence to information security procedures. The specialist documents work in the ticketing and asset systems, keeps users informed, meets service-level targets, escalates complex issues, and contributes to IT projects and process improvements. The position has no supervisory responsibilities.

Requirements

Zero to two years of related experience in a help desk, service desk, or IT support role, or an equivalent combination of education, training, and experience.
Working knowledge of Windows 11 and basic familiarity with macOS, iOS, and Android.
Familiarity with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive, and basic Microsoft Entra ID (Azure AD) or Active Directory user administration.
Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN, and common security practices such as MFA and phishing awareness.
Experience with, or ability to quickly learn, ITSM/ticketing systems, remote support tools, and endpoint management tools such as Intune.
Strong customer service, active listening, time management, and teamwork skills.
Ability to read and interpret English documents, write routine reports and correspondence, and speak effectively before groups of customers or employees.
Ability to apply basic arithmetic and concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems with limited standardization and interpret written, oral, diagram, or schedule-based instructions.
Ability to perform the described physical demands, with reasonable accommodation where applicable.

Nice To Haves

An associate's degree or technical certificate in Information Technology or a related field is preferred.

Responsibilities

Serve as the first point of contact for IT support through phone, email, chat, self-service portal, and in-person channels; log, categorize, and prioritize incidents and service requests in the ITSM ticketing system.
Diagnose and resolve hardware, software, network connectivity, and peripheral issues involving Windows and macOS computers, mobile devices, printers, and conferencing equipment using remote and on-site support.
Support Microsoft 365 and cloud-based applications, including Outlook, Teams, SharePoint, and OneDrive, as well as virtual meeting, collaboration, and remote and hybrid work tools.
Administer user accounts, including onboarding and offboarding, password resets, MFA enrollment and recovery, and access and permission changes, following company procedures and approvals.
Set up, configure, deploy, and retire computers, mobile devices, and peripherals using standard images and endpoint management tools; maintain hardware and software asset inventory records.
Install, update, and test approved software and patches, and report compatibility or performance issues.
Follow information security policies and procedures; recognize and report suspected phishing, malware, lost or stolen devices, and other security incidents; handle sensitive and controlled data appropriately.
Escalate complex or unresolved issues to senior IT staff, vendors, or other teams with clear documentation; keep users informed of ticket status and meet service-level targets.
Document troubleshooting steps, resolutions, and hardware and software changes in ticketing and asset records.
Participate in IT projects, rollouts, and process improvements, and complete related work as needed.