IT Support Specialist

Nidec Motor Corporation•Brooklyn Heights, OH

10d

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-related issues and service requests, ensuring employees have the tools and support needed to work effectively. The successful candidate demonstrates customer service, initiative, and accountability; independently troubleshoots and resolves most routine technical issues within established procedures; owns assigned requests through resolution; and escalates complex or specialized issues through established support channels. The position also helps maintain support documentation, knowledge resources, and consistent practices that improve service delivery and operational efficiency. The role provides support for devices, applications, accounts, incidents, and service requests; documents troubleshooting and resolutions; communicates with users; follows security and compliance requirements; and participates in ongoing learning and development. Occasional local travel of up to 25% between facilities is required based on project assignments and support activities.

Requirements

High school diploma or GED required.
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.
Ability to travel occasionally, up to 25%, between local facilities based on project assignments and support activities.

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, support tools, and knowledge resources.
Research, diagnose, and resolve common technical issues with limited guidance, escalating unresolved, complex, or specialized issues to appropriate support teams.
Own assigned incidents through resolution and follow up with users.
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, and resolutions accurately, and communicate issue status, next steps, and outcomes to users.
Deliver responsive, professional support to employees; assist with application usage, password resets, access requests, device setup, and technology-related questions.
Communicate 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 procedures, knowledge articles, and troubleshooting workflows.
Maintain and improve documentation, knowledge articles, troubleshooting guides, and records of incidents, resolutions, recurring issues, and support activities.
Share solutions, best practices, and learned experiences with team members to improve support effectiveness.
Follow information security, privacy, access control, technology, and cybersecurity policies; identify and report potential security concerns.
Maintain records supporting compliance and audit requirements.
Build technical knowledge of company systems, applications, and support processes; participate in training and development and apply feedback to improve support.
Demonstrate increasing capability and independence in resolving support issues over time.
Travel occasionally between local facilities, up to 25%, based on project assignments and support activities.