IT Support Specialist

The IT Support Specialist role at Qcells supports the day-to-day administration, maintenance, and operation of FlexRack’s IT infrastructure and end-user technology environment. This position acts as a primary technical resource for network and server administration, Microsoft 365 administration, cybersecurity support, and operational IT services across multiple locations.

Key Responsibilities

• Deploy, configure, and support desktop computers, laptops, docking stations, monitors, printers, scanners, mobile devices, and related peripherals.
• Diagnose and resolve end-user hardware issues.
• Coordinate hardware repairs, warranty claims, replacements, and vendor service requests.
• Maintain hardware inventories and asset tracking records.
• Prepare and deploy equipment for new employees and for office relocations.
• Support conference room technology, meeting room equipment, displays, cameras, audio equipment, and collaboration tools.
• Troubleshoot meeting-related technology issues and coordinate technology setups for meetings, presentations, and training events.
• Prepare and deploy workstations and equipment for new hires.
• Configure company-approved software and business applications.
• Recover and inventory equipment from departing employees.
• Assist with workspace technology setup and provide user orientation.
• Provide Tier 1 and Tier 2 support for Microsoft Windows, Microsoft 365 applications, Teams, Outlook, SharePoint, and approved business applications.
• Troubleshoot software installation, configuration, printing, connectivity, and application-related issues.
• Escalate infrastructure, networking, security, and server-related issues appropriately.
• Create, modify, and disable user accounts as directed.
• Manage user permissions, distribution lists, security groups, and licensing assignments.
• Assist users with Microsoft 365 and end-user functionality including Teams, Outlook, OneDrive, and SharePoint.
• Support approved business applications and help with user access requests.
• Assist with software deployments, upgrades, testing, and user training.
• Document recurring issues, solutions, procedures, and user support materials.
• Track, prioritize, and resolve user support requests.
• Maintain support documentation and knowledge base articles.
• Identify recurring issues and recommend process improvements.
• Coordinate with vendors, software providers, and corporate IT teams when necessary.

Required Qualifications

• Associate’s degree in Information technology, Information Systems, Computer Science, or related field; equivalent work experience considered.
• CompTIA A+.
• CompTIA Network+.
• Microsoft 365 Fundamentals (MS-900).
• 1-3 years of IT support, desktop support, service desk, or technical support experience.
• Experience supporting Microsoft-based workstation environments.
• Experience troubleshooting hardware and software issues.
• Experience configuring and deploying user workstations.

Preferred Qualifications

• Bachelor’s degree in Information technology, Computer Science, Information Systems, or related discipline.
• Manufacturing environment experience.
• Experience supporting multiple locations.
• Experience supporting Microsoft 365 environments.
• Experience working alongside corporate IT or MSP organizations.

Technologies and Tools

Microsoft and identity: Microsoft Windows, Microsoft 365, Teams, Outlook, SharePoint, OneDrive, Microsoft Entra ID, Active Directory.

Business and operational tools: ERP systems, Ticketing systems.

Hardware support: Desktop and laptop deployment, Printer support, Peripheral support, Mobile device support, Conference room technology, Asset management.

Software support: Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Basic Active Directory account administration, Basic Entra ID account administration, Software installation and configuration, ERP systems.

Support Operations

• Ticketing systems
• User onboarding/offboarding
• Documentation
• User training and walkthroughs

Work Schedule, Location, and Travel

• Location: Highland Hills, OH (hybrid)
• Working hours: Monday through Friday, 8:00am to 5:00pm or 9:00am to 6:00pm local time
• Overtime/weekends: Overtime and weekend working hours may be required as needed
• Travel: Up to 20% as needed

Role Details

• Department: Business Support Team
• Supervisor: Sr. IT Manager
• FLSA Status: Non-Exempt
• Position Status: Full Time
• Work Status: Hybrid

Physical Demands

• Stationary: frequently remains stationary up to 90% of the time; sitting up to 8 hours in a day
• Move/Traverse: infrequently bend, stand, stoop, and/or walk
• Carry Weight: infrequently carry weight and/or lift objects weighing up to 10 pounds
• Hearing and Speech: frequently communicates with the ability to hear and talk on a regular basis; must be able to exchange accurate information
• Sight: frequent use of sight to detect images on computer and office documents and objects
• Climb: occasionally ascends/descends stairways to access upper and lower floors
• Travel: up to 20% as needed