IT Support Specialist

Swagelok Company•Solon, OH

3d•Hybrid

About The Position

The IT Distributor Support Service Specialist I provides first-level support for Swagelok Sales and service centers (SSCs), sales associates, and internal support associates. The role helps maintain the effective operation of enterprise distributor business applications and related business systems, supporting business continuity through established procedures, knowledge documentation, and structured problem-solving. It assesses, isolates, and resolves routine issues, escalating more complex matters through appropriate channels to support timely resolution and minimize disruption to daily business activities. The position contributes to consistent service quality across the distributor network by providing responsive support and a positive service experience. It involves learning Swagelok applications, sales operations, and supply chain fundamentals, and may include participation in application testing, implementations, rollouts, upgrades, and validation. Off-hours support is provided on a rotating basis, and additional hours may be worked to support business needs, incident response, or implementation activities.

Requirements

0–2 years of relevant experience.
Entry-level understanding of end-user support in a customer service or technical support environment, including call handling, issue intake, and timely follow-up.
Entry-level experience troubleshooting desktop operating systems, workstation issues, and basic server or PC problems in a business environment.
Entry-level experience supporting Local Area Networks (LANs) and general working knowledge of Wide Area Networks (WANs).
Entry-level ability to use structured communication to document issues, explain resolutions, and coordinate with associates and technical teams.
Entry-level ability to apply sound judgment to prioritize incidents, escalate issues appropriately, and maintain service continuity.
Working knowledge of IT support tools and ticketing processes used to track, resolve, and close service requests.
Ability to follow established procedures while identifying opportunities to improve support quality and response consistency.

Nice To Haves

Basic to good understanding of supporting Windows operating systems, Microsoft 365 Exchange, SonicWall firewalls, and administration tasks.
Entry-level experience supporting multi-site service operations or other environments requiring coordination across internal and external associates.
Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft certifications, or equivalent technical support credentials.
Good understanding of supporting network connectivity, access management, and end-user productivity tools in a global or multi-location organization.
Entry-level experience with ServiceNow and contributing to knowledge base content, standard work documentation, or IT support process improvement.
Exposure to Active Directory or Microsoft Entra ID.
Basic understanding of Multi-Factor Authentication (MFA).

Responsibilities

Serve as the first point of contact for SSCs, sales associates, and internal support associates regarding Swagelok applications and business systems.
Respond promptly to service requests, communicate status throughout the call management process, and provide consistent support aligned with service expectations.
Diagnose straightforward incidents, resolve standard requests, and escalate complex issues through established support channels.
Follow IT processes, policies, and guidelines, and apply a basic understanding of transactional business processes and networking.
Learn and apply knowledge of sales operations and supply chain fundamentals to identify root causes, interpret needs, and recommend practical solutions to recurring issues.
Work with cross-functional associates to gather information, resolve issues, and improve call handling, documentation, and resolution practices.
Learn Swagelok applications and their functions to contribute to testing, implementations, rollouts, and related support activities.
Participate in testing, implementation, rollout, and validation of new applications, releases, upgrades, and related support activities as required.
Provide off-hours support on a rotating basis and work additional hours when needed for business needs, incident response, or implementation activities.
Perform other duties as assigned.