IT Support Specialist

Waites Sensor Technologies Inc is seeking an IT Support Specialist in Cincinnati, OH to serve as the primary day-to-day technology support point of contact. This role focuses on owning the support experience end to end, covering device and account administration, security operations support, workplace technology, and participation in IT projects.

Key Responsibilities

• Act as the first point of contact for technology support requests across the company.
• Own the support queue by triaging, prioritizing, resolving, and communicating progress through closure.
• Troubleshoot hardware, software, connectivity, and peripheral issues for end users.
• Create and maintain documentation, knowledge base articles, and self-service resources.
• Provide a responsive, customer-first support experience.
• Provision, image, configure, and deploy laptops, desktops, and mobile devices.
• Manage the device lifecycle from intake through deployment, refresh, retirement, and secure disposal.
• Maintain accurate IT asset inventory and records.
• Support SOC-2 compliance efforts to keep company devices fully compliant with security initiatives.
• Complete new hire technology setup, including accounts, hardware, access, and orientation to core tools.
• Perform offboarding, including account deactivation, access revocation, and device recovery.
• Follow established runbooks, document exceptions, and recommend improvements to support processes.
• Administer user accounts and group membership across Google Workspace and business applications according to approved policy.
• Process access requests through defined approval workflows and escalate items outside policy instead of granting exceptions.
• Administer physical access and badge management for Waites facilities.
• Conduct periodic reviews of key systems to help ensure there are no unintended access gaps.
• Support conference room technology, audio-visual equipment, printers, and other shared workplace systems.
• Provide first-line support for World HQ onsite network connectivity issues.
• Coordinate with vendors and service providers for warranty and project work.
• Monitor and triage endpoint security alerts, escalating based on defined thresholds.
• Verify patch and update compliance across company devices.
• Support security awareness activities, including phishing simulation follow-up.
• Assist in gathering evidence and documentation for ISO-9001, SOC II, and GDPR audit activity.
• Perform routine SaaS license administration, reconciliation, and usage reporting.
• Support end users across core business applications.
• Support rollout, enrollment, and first-line questions for approved AI tools.
• Identify recurring issues and recommend permanent fixes rather than repeat remediation.
• Contribute to end-user training, documentation, and technology adoption.
• Stay current with relevant tools and support practices.
• Perform additional responsibilities as needed to support business objectives.

Required Qualifications

• Associate’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• 2 to 4 years of experience in technical support, service desk, or desktop support.
• Hands-on experience supporting Windows and macOS devices in a business environment.
• Familiarity with Google Workspace and/or Microsoft 365 administration.
• Working knowledge of core networking concepts and the ability to troubleshoot connectivity issues.
• Experience working within a ticketing system and meeting response expectations.
• Strong communication skills and a customer service orientation, including when working with non-technical colleagues.
• Strong problem-solving skills, including the ability to prioritize competing requests independently.
• Sound judgment about when to resolve directly and when to escalate.
• Familiarity with legal, statutory, and regulatory requirements such as ISO-9001, GDPR, and SOC II (desired).
• Ability to balance strategic vision with operational execution.
• Non-bureaucratic, flexible approach with the ability to thrive in a fast-moving environment.
• Positive energy and attitude toward people and problem-solving.
• Exhibits humility, strong work ethic, and interpersonal savvy (“Humble, Hungry, and Smart”).
• A “Can Do” mentality.

Preferred Qualifications

• Experience with endpoint security tooling (desired).
• CompTIA A+, Network+, or comparable certification (desired).

Technologies

• Windows
• macOS
• Google Workspace
• Microsoft 365
• SaaS
• SOC-2
• ISO-9001
• SOC II
• GDPR
• AI tools

Compensation and Benefits

• Attractive base salary with a strong history of profit sharing.

Location and Work Details

• Location: Cincinnati, OH (onsite)
• Onsite requirements: Onsite, with remote flexibility as needed
• Travel: No travel required
• Exemption status: Exempt

Work Authorization

• Must be authorized to work in the U.S.
• Sponsorship is not available at this time.

Reporting Structure

The IT Support Specialist reports to the Information Technology Manager.