IT Support Specialist

Description:

IT Support Specialist

Position Summary

Steel Service Corporation is seeking an IT Support Specialist to support daily technology operations across office, shop, and production environments. This role provides hands-on technical support for employees, workstations, printers, mobile devices, tablets, software applications, network connectivity, and company IT systems. The right candidate must be comfortable supporting both office users and steel shop-floor operations. This position requires strong troubleshooting skills, clear communication, accurate ticket documentation, and a security-first approach to protecting company systems and data.

Essential Duties and Responsibilities

• Provide technical support to employees in office, shop, and production areas, including troubleshooting hardware, software, printers, phones, wireless connectivity, user accounts, and business applications.
• Respond to help desk tickets, walk-up requests, and assigned support tasks in a timely manner based on business impact, production urgency, and IT priorities.
• Install, configure, image, maintain, and troubleshoot Windows workstations, laptops, monitors, docking stations, printers, scanners, mobile devices, and related IT equipment.
• Support Microsoft 365 services, including user access, Teams, Outlook, OneDrive, SharePoint, MFA, password resets, and basic account troubleshooting.
• Assist with Active Directory, Microsoft Entra ID/Azure AD, group memberships, access permissions, onboarding, offboarding, and least-privilege access control under IT direction.
• Troubleshoot basic network issues involving TCP/IP, DNS, DHCP, LAN connectivity, wireless access, VPN connectivity, network printers, and shop-floor connectivity.
• Support company software applications, including standard office applications and business systems used by estimating, project management, accounting, shop, maintenance, and operations teams.
• Assist with endpoint security processes, including suspicious email reporting, malware alerts, unauthorized software, removable media concerns, phishing incidents, and security policy enforcement.
• Maintain accurate ticket notes, asset records, troubleshooting steps, user communication, configuration changes, and resolution details in the help desk system.
• Assist with hardware and software inventory, equipment lifecycle tracking, workstation deployment, warranty coordination, vendor follow-up, and equipment returns.
• Support IT projects, upgrades, refreshes, documentation, training, and process improvements as assigned.
• Follow company safety rules when working in shop or production areas, including use of required PPE.
• Participate in scheduled maintenance windows, after-hours support, or urgent outage response when required.
• Ability to build, configure, test, and document custom desktop computers from individual components, including motherboard, CPU, memory, storage, graphics card, power supply, cooling, BIOS/UEFI settings, operating system installation, driver installation, and post-build validation.
• Perform other IT-related duties as assigned.

Technical Skill Areas

Endpoints and Operating Systems

The candidate should be able to support Windows 10/11 devices, troubleshoot workstation and laptop issues, assist with imaging and deployment, diagnose hardware problems, support printers and scanners, and help maintain endpoint health.

Microsoft and Cloud

The candidate should be familiar with Microsoft 365 user support, Outlook, Teams, OneDrive, SharePoint, MFA, password resets, user access, group permissions, and basic cloud identity concepts.

Networking

The candidate should understand basic TCP/IP, DNS, DHCP, LAN/WAN connectivity, VPN support, wireless troubleshooting, network printers, and escalation of switch, firewall, or ISP-related issues.

Scripting, Automation, and Ticketing

The candidate should be able to document tickets clearly, use remote support tools, follow standard troubleshooting procedures, and use basic PowerShell, command-line tools, or scripts when appropriate. Advanced scripting is preferred but not required.

Professional Competencies

The successful candidate must demonstrate strong customer service, sound judgment, professional communication, problem-solving ability, attention to detail, accountability, and the ability to prioritize work based on business impact. The candidate must be able to explain technical problems in plain language, remain calm under pressure, protect sensitive information, follow security procedures, and work respectfully with employees at all levels of the company.

Requirements:

Work Experience — 3–5 years required; shop floor support, vendor coordination, and volume support all weighted

Required Qualifications

• High school diploma or equivalent required.
• Three or more years of hands-on IT support, help desk, desktop support, field support, systems support, or equivalent technical experience required.
• Experience supporting Windows XP/7/10/11 workstations, user accounts, printers, common business applications, and basic network troubleshooting required.
• Ability to troubleshoot technical issues logically, document work clearly and in detail, and communicate with non-technical users professionally.
• Ability to work independently when needed, follow IT procedures, escalate issues appropriately, and protect confidential company information.
• Ability to support users in both office and shop-floor environments.

Preferred Qualifications

• Associate degree, bachelor’s degree, technical school, military IT training, bootcamp, or equivalent hands-on experience in information technology, computer networking, cybersecurity, or a related field.
• Experience in manufacturing, construction, steel fabrication, industrial, or production-support environments.
• Experience with Microsoft 365, Microsoft Teams, SharePoint, OneDrive, Entra ID/Azure AD, Intune, or endpoint management tools.
• Experience with ConnectWise Manage, ConnectWise Automate, RMM tools, ticketing systems, or remote support tools.
• Ability to create, modify, test, and safely deploy usable scripts within ConnectWise Automate to support endpoint maintenance, software deployment, system checks, inventory collection, remediation tasks, etc.
• Experience with endpoint security, email security, DNS filtering, backup systems, access controls, camera and door security systems, or network monitoring tools.
• CompTIA A+, Network+, Security+, Microsoft MD-102, AZ-900, or ITIL certification preferred.

Physical and Safety Requirements

• This role requires regular work at a computer and occasional work in shop, warehouse, and production areas.
• The employee may be required to stand, walk, bend, reach, crawl under desks, connect equipment, move workstations, and lift or carry typical IT equipment such as computers, monitors, printers, small UPS units, and network devices.
• The employee must be able to wear required PPE in shop areas, which may include safety glasses, hearing protection, hard hat, high-visibility clothing, gloves, and safety footwear.
• The employee must be able to perform the essential functions of the position with or without reasonable accommodation.