IT Help Desk Administrator

The Helpdesk Administrator (Cleveland)

About the role

Help Desk Administrator (Cleveland) is a full-time position reporting to the Director of Operational Systems. This role serves as the first point of contact for IT support requests, troubleshoots hardware and software issues, manages user access, and ensures employees have the technology tools needed to work effectively.

Responsibilities

• Serve as the first point of contact for employee IT support requests through the ticketing system, phone, email, and in-person support.
• Troubleshoot and resolve issues related to desktops, laptops, printers, scanners, mobile devices, phones, peripherals, and general office technology.
• Create, modify, and disable user accounts in accordance with company procedures, including Active Directory, email, ERP, and other system access.
• Set up and configure new computers, user profiles, phones, printers, and other equipment for new hires, transfers, and replacements.
• Aid with employee onboarding and offboarding by preparing equipment, assigning access, recovering assets, and ensuring proper account changes.
• Maintain accurate records of support requests, troubleshooting steps, resolutions, hardware assignments, and user access changes.
• Escalate more complex technical issues to system administrators, network administrators, application owners, or outside vendors as needed.
• Support remote employees and remote facilities where on-site IT resources may not be available.
• Aid with routine IT maintenance, software updates, endpoint security tools, patching, backups, and equipment inventory.
• Identify recurring issues and recommend improvements to reduce support tickets and improve system reliability.
• Maintain a high level of professionalism, confidentiality, and security awareness when handling company systems and user information.
• Participate in IT projects as needed, including system upgrades, hardware deployments, software rollouts, and process improvement initiatives.

Requirements

• Associate or Bachelor's Degree in Computer Science, Information Technology, or a related field is preferred.
• Proven experience in an IT support role, preferably in a manufacturing or production environment.
• Strong knowledge of Windows operating systems and Microsoft Office suite.
• Familiarity with network infrastructure, including TCP/IP, DHCP, DNS, and basic troubleshooting.
• Experience with Active Directory, group policies, and user account management.
• Excellent problem-solving and communication skills.
• Able to prioritize and manage multiple tasks in a fast-paced environment.
• Flexibility to travel as required.

Qualifications

• Interpersonal skills, organizational skills, ability to multi-task, excellent verbal and written communication skills, achievement-oriented, teamwork, analytical thinking, problem solving, initiative.

Key Competencies

• Interpersonal skills, organizational skills, ability to multi-task, excellent verbal and written communication skills, achievement-oriented, teamwork, analytical thinking, problem solving, initiative.

Physical Requirements

• Must be able to sit or stand for duration of workday and complete heavy computer work.
• Must be able to occasionally lift objects weighing up to 50 lbs.

Working Conditions

• Temperature-controlled office and production environments.
• Occasional travel may be required.