IT Support Specialist at Myers Industries, Inc. in Akron, Ohio

Job Description:

Job Description

The IT Support Specialist is responsible for providing technical support to end users, in areas including, but not limited to PCs, mobile phones, applications, VPN, printers, and Microsoft 365 applications. The IT Support Specialist responds to end-user requests for assistance, identifies and initiates proactive actions to improve IT service delivery, and works independently on special projects. Areas of specialty and expertise are developed, recognized, and leveraged over time.

This is a hybrid position based in our Akron, Ohio corporate office with a typical schedule of Monday-Thursday in the office with a remote working arrangement on Friday.

Job Overview

The foundation of the role is typically characterized as a Level 2 or 3 support specialist. The role includes the activities included in the Job Description as well as developing knowledge and experience with design, configuration, validation, implementation, and support of specific solutions thereby gaining subject matter expertise level knowledge. The role also specifies and procures IT-related equipment and supplies to address specific user requests and/or larger multi-user projects under the guidelines of management and company policies.

Duties and Responsibilities

• Respond to end-user requests for assistance received via IT Service Management application, escalated from Level 1 support, phone calls, and/or in-person walkups

• Troubleshoot issues to implement appropriate resolution
• Develop, maintain, and utilize checklists to ensure consistent and predictable delivery of services
• Develop and maintain documentation, including IT and end-user training resources
• Complete activities associated with user onboarding and offboarding events
• Design, prototype, and deploy solutions to improve the efficiency and effectiveness of IT and/or functional activities
• Maintain work areas in compliance with 6S standards and policies
• Develop "how to" documents for users to enable solving common issues without direct IT support
• Ability to perform occasional non-business hours and weekend work as necessary

Knowledge, Skills and Abilities

• Experience with PC hardware, operating systems, peripherals, and applications
• Analytical/critical thinking skills
• Clear and concise oral and written communication to all levels of the organization
• Strong customer service skills throughout all interactions including in-person, webinar and phone
• Design and develop end-user training resources.
• Understanding and alignment to Sarbanes-Oxley principals in the context of IT General Controls and documentation requirements
• Effectively organize and prioritize work
• Simultaneously work on multiple tasks and deliverables
• Attention to detail and ability to resolve requests to completion

• Associates or bachelor's degree in information systems, data networking, computer science or a related field or equivalent work experience
• 3-5 years of experience in help desk and/or system administration roles

• Office setting
• Local travel between facilities
• Very limited travel to sites in the United States and/or Canada

• Able to sit for long periods of time.
• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle or feel objects.
• The employee frequently is required to sit, stand, walk, reach with hands and arms, and talk or hear and will occasionally be required to bend, stoop, kneel and climb stairs.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Occasionally, unboxing, configuring, and installing of physical IT equipment is required including but not limited to server and IDF cabinets/racks, servers, switches, uninterruptable power supplies, wireless access points, printers, cabling and other IT infrastructure related equipment.