IT Support Specialist

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Job Description

Role Summary

The IT Support Specialist provides frontline technical support to employees across hardware, software, mobile device, and business application environments. This role serves as a primary contact for routine technology-related issues and service requests, helping ensure employees have the tools and support needed to work effectively.

The successful candidate demonstrates strong customer service skills, initiative, and accountability while supporting day-to-day technology needs. While working within established support procedures, this role is expected to independently troubleshoot and resolve most routine technical issues, take ownership of assigned requests through resolution, and effectively utilize available resources to identify solutions. More complex or specialized issues are escalated through established support channels. The position also contributes to maintaining support documentation, knowledge resources, and consistent support practices that enhance service delivery and operational efficiency.

Technical Support & Issue Resolution

• →Provide technical support for hardware, software, operating systems, mobile devices, peripherals, and approved business applications.
• →Independently troubleshoot and resolve routine end-user incidents and service requests using established procedures, support tools, and available knowledge resources.
• →Research, diagnose, and resolve common technical issues with limited guidance.
• →Escalate unresolved, complex, or specialized issues to appropriate support teams.
• →Maintain ownership of assigned incidents through resolution and user follow-up.

Incident & Service Request Management

• →Log, track, prioritize, and manage incidents and service requests using approved ticketing systems.
• →Ensure timely resolution of assigned tickets in accordance with service expectations.
• →Accurately document issue details, troubleshooting activities, and resolutions.
• →Communicate effectively with users regarding issue status, next steps, and resolution outcomes.

User Support & Customer Experience

• →Deliver responsive, professional technical support to employees across the organization.
• →Assist users with application usage, password resets, access requests, device setup, and technology-related questions.
• →Communicate technical information clearly to both technical and non-technical users.
• →Promote a positive customer experience through accountability, responsiveness, and effective issue ownership.

Device, Application & Account Support

• →Support desktops, laptops, printers, mobile devices, conferencing technology, and related peripherals.
• →Perform user account maintenance, password resets, and access administration in accordance with security requirements.
• →Install, configure, and troubleshoot approved software and standard business applications.
• →Assist with workstation deployments, equipment replacements, onboarding activities, and technology refresh initiatives.

Documentation & Knowledge Sharing

• →Utilize service management, remote support, and diagnostic tools to support issue resolution.
• →Follow established support procedures, knowledge articles, and troubleshooting workflows.
• →Maintain accurate documentation of incidents, resolutions, recurring issues, and support activities.
• →Contribute updates and improvements to support documentation, knowledge articles, and troubleshooting guides.
• →Share solutions, best practices, and learned experiences with team members to improve overall support effectiveness.

Security & Compliance

• →Follow established information security, privacy, and access control policies.
• →Protect company information through adherence to technology and cybersecurity requirements.
• →Identify and report potential security concerns encountered during support activities.
• →Maintain accurate records to support compliance and audit requirements.

Continuous Learning & Development

• →Build technical knowledge of company systems, applications, and support processes.
• →Participate in training and development opportunities.
• →Apply feedback and learning to improve troubleshooting effectiveness and customer support skills.
• →Demonstrate increasing capability and independence in resolving support issues over time.

• Occasional local travel (up to 25%) between facilities based on project assignments and support activities.

Education and Qualifications

• High school diploma or GED required.

• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, VMware, or equivalent experience preferred.

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

Experience

• 1-3 years of experience in technical support, service desk, desktop support, or a related IT support role.

• Experience supporting end users in a corporate, manufacturing, service desk, or IT operations environment is preferred.

• Occasional local travel (up to 25%) between facilities based on project assignments and support activities.

• Ability to troubleshoot and resolve routine to moderately complex technical issues

• Strong customer service and end-user support skills

• Effective verbal and written communication skills

• Demonstrated initiative, ownership, and accountability

• Proficiency with hardware, software, operating systems, and support tools

• Strong documentation, process development, and knowledge-sharing capabilities

• Ability to collaborate effectively with team members and business partners

• Strong organizational skills and ability to manage multiple priorities

• Commitment to continuous learning and process improvement

• Understanding of information security, privacy, and compliance requirements

Nidec will not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to Nidec job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers. Pre-approval from the Nidec Talent Acquisition team is required before any external candidate can be submitted and such candidate must be submitted to the Nidec Talent Acquisition team.