Technical Support Specialist

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

Responsibilities

• 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

Requirements

• 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

Technologies

• Windows
• Microsoft 365
• Microsoft Office
• VPN
• Wi-Fi
• PowerShell
• Entra/Active Directory
• Active Directory
• Windows Server

Benefits

• Medical, Dental and Vision Insurance
• 401k Retirement Plan with 100% employer match
• Life Insurance
• Disability Insurance
• Paid Parental Leave
• PTO
• Paid Holidays

What Makes You Stand Out

• 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

Why Work With Us

• 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

Additional Requirements

• Must be able to work outside normal business hours/days as needed
• Must be able to travel occasionally and work at an outside location