Provide reliable onsite and remote technology support for end users and service-center operations in a hybrid Pepper Pike, OH environment.

Deliver responsive onsite and remote technical support to Associates; prioritize requests by urgency and business impact and follow issues through resolution
Troubleshoot Windows, Microsoft 365, business applications, hardware, network connectivity, VPN, sign-in, and device-related problems
Configure, deploy, update, and maintain computers, mobile devices, phones, printers, meeting-room technology, and other end-user equipment
Support service-center technology including shared workstations, tablets, barcode scanners, and industrial printers, with the goal of minimizing operational downtime
Support technology across the Associate lifecycle, including equipment setup and approved account and access changes
Investigate unfamiliar technical issues, apply troubleshooting methods, verify results, and escalate when needed with clear documentation
Maintain accurate equipment inventory and support records, documenting requests, troubleshooting steps, resolutions, procedures, and end-user guidance
Provide practical technology guidance and training to Associates and use company-approved AI tools for research, documentation, learning, and routine tasks
Spot recurring issues and improve support processes, automation, and technology solutions while building knowledge of organizational systems and tools
Complete other job-related duties and special projects as assigned

Bachelor’s Degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education, technical training, certifications, and practical experience
Minimum one (1) year of technical support, help desk, desktop support, or similar experience with emphasis on hardware and software troubleshooting
Experience supporting Windows-based computers and Microsoft 365 applications for end users in a professional environment
Experience with Microsoft Office products and Windows-based applications
Strong customer service and communication skills, with the ability to support Associates at all levels professionally
Working knowledge of Windows, Microsoft 365, computer hardware, mobile devices, common business applications, Wi-Fi, and VPN connectivity
Methodical problem-solving skills to troubleshoot issues and recognize when escalation is needed
Strong organizational skills to prioritize competing support requests and accurately document issues and resolutions
Self-motivated and accountable; able to work independently and collaboratively in a fast-paced environment

Two (2) or more years of progressive Information Technology experience
Experience with account administration, device management, or IT support/ticketing systems
Exposure to PowerShell, workflow automation, or related scripting tools
Familiarity with Entra/Active Directory, identity and access management, or Windows Server administration
Experience supporting technology in warehouse, service-center, or operational environments
Experience with endpoint or mobile device management platforms
CompTIA A+, Microsoft, or another relevant technical certification

Hybrid schedule: in office Tuesday, Wednesday, and Thursday; option to work remote on Monday and Friday
Support spans from the office to the service center to help keep teams connected, productive, and customer-ready

Technical Support Specialist

Job Description