Hodell-Natco Industries Inc is hiring an IT Support Specialist to keep branch teams productive through responsive end-user support. This onsite role in Valley View, OH focuses on helping users get back to work quickly by resolving software, connectivity, and printing issues, managing help desk workflows, and maintaining core productivity and access tools like Microsoft 365 and Entra ID. If you enjoy hands-on troubleshooting, clear communication, and supporting real day-to-day operations, this position offers a direct impact on how internal teams work.
What you’ll do
- Handle support requests by phone, chat, and email, addressing software, connectivity, and printing problems.
- Guide users through diagnostic and troubleshooting steps using diagnostic tools, software, and verbal instructions.
- Use your knowledge of computer software, hardware, and procedures to identify, investigate, and resolve reported technical issues.
- Escalate complex cases to higher-level support when needed, including the relevant details and actions taken.
- Log, prioritize, and manage help desk tickets and outcomes in Zendesk.
- Coordinate with software and hardware vendors to arrange repairs or replacements for defective equipment.
- Manage Microsoft 365 / Entra ID user accounts end to end, including onboarding, offboarding, licensing, MFA, and mailbox access.
- Support IT projects such as device refreshes, branch moves, and new software rollouts (including P21 and BI Systems access).
What you bring
- Strong end-user technical support knowledge.
- Excellent verbal and written communication skills.
- Strong organization and attention to detail.
- Proven customer service and interpersonal skills.
- Analytical and problem-solving ability to resolve technical challenges.
- Basic networking knowledge, including TCP/IP, DNS/DHCP, VPN, and Wi-Fi for connectivity troubleshooting.
- Proficiency with Microsoft 365 tools such as Outlook, Teams, SharePoint, and OneDrive; Epicor Prophet 21 (P21) experience is a plus.
- Hands-on support experience for Windows laptops and desktops, paper and label printers, and common business software.
- Ability to manage competing priorities.
- Willingness to participate in an on-call rotation for after-hours support.
Experience and education
- Bachelor’s degree in computer science or a related field, or equivalent experience is preferred.
- At least 3 years of experience in desktop and end-user technical support is preferred.
- A+, Network+, Security+ or Microsoft 365/Azure fundamentals certifications (MS-900, AZ-900) are highly desirable.
Tools you’ll work with
Zendesk, Microsoft 365, Entra ID, MFA, Outlook, Teams, SharePoint, OneDrive, Epicor Prophet 21 (P21), P21, BI Systems, Windows, TCP/IP, DNS/DHCP, VPN, Wi-Fi, plus relevant certification paths such as A+, Network+, Security+ and fundamentals like MS-900 and AZ-900.