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
