The IT Support Specialist provides technical support and assistance to end users across the organization, managing hardware, software, and related technology equipment. Serving as the primary point of contact for assigned plant technical support requests, the specialist ensures prompt and effective resolution of issues through excellent communication, prioritization, and escalation skills.

JOB DUTIES include, but are not limited to:

• Establishes collaborative working relationships & facilities communications with the staff and
• management across all SteelSummit locations.
• Provide local and remote technical support to internal staff and customers, contributing to overall organizational efficiency and effectiveness.
• Manage and resolve issues promptly through the company's support ticketing system.
• Maintain, troubleshoot, and repair laptops, desktop computers, peripherals, printers, and scanners, particularly in manufacturing environments.
• Collaborate closely with the Corporate Director of IT and other team members for timely issue resolution.
• Monitor endpoint protection systems, promptly addressing and mitigating identified issues.
• Provide Tier 1 support for various end-user devices, including VoIP phones, smartphones, handheld scanners, and printers.
• Offer Tier 1 application support for software platforms such as Windows, Office365, Microsoft Teams, Adobe Acrobat, and related business applications.
• Conduct basic troubleshooting for wired LAN, wireless LAN, and WAN connectivity issues.
• Perform routine inspections and maintenance of thermal printers in manufacturing facilities.
• Adhere strictly to company standards and follow IT best practices across all tasks and responsibilities.
• Maintain a high awareness of IT security protocols and apply security principles consistently.
• Stay informed about emerging technologies and advancements within IT support and related fields.
• Must have the ability to be on the job during normal business hours.

SUPERVISORY RESPONSIBILITIES

None.

SKILLS and QUALIFICATIONS

• Customer service-oriented with strong verbal and written communication skills.
• Ability to quickly learn new software applications and technologies.
• Proven ability to multitask and manage time effectively.
• Proficient in troubleshooting, diagnosing, and repairing hardware and software issues in complex networked environments.
• Skilled in planning, organizing, and documenting complex network activities, ensuring configurations adhere to institutional policies.
• Capable of prioritizing tasks efficiently and flexible to occasionally work extended hours.
• Installation, configuration, and troubleshooting knowledge of various operating systems.
• Installation, configuration, and troubleshooting knowledge of the Microsoft Office suite.
• Installation, configuration, and troubleshooting knowledge of desktop, laptop, and printer hardware.
• Installation, configuration, and troubleshooting knowledge of telephones (Teams/mobile).
• Understanding of computer systems and concepts acquired through education and experience, emphasizing manufacturing and ERP systems.
• Organizational skills are necessary to maintain systems, processes, and documentation in compliance with company and quality standards.
• Ability to work effectively with associates at all levels.

EDUCATION and/or EXPERIENCE

• Associates degree or other technical degree in business information systems or similar programs.
• Five years I.T. support of a medium size company required.
• Experience supporting manufacturing environment with ERP systems preferred.
• Industry-recognized products or system certifications recommended.

ADDITIONAL REQUIREMENTS

• Must be able to lift 30 pounds
• Must have strong experience utilizing tools and systems including active directory, Office 365 administration, remote desktop, ticketing systems.

LANGUAGE SKILLS

Ability to read and comprehend typical technical instructions for computer-related hardware and software.

REASONING ABILITY

Ability to manage multiple projects simultaneously; apply common sense understanding to carry out detailed written or oral instructions; deal with problems involving many variables in specialized situations.