IT Support Specialist

We’re seeking an IT Service & Support Specialist to provide hands‑on technical support and systems maintenance across our firm. This role involves troubleshooting hardware and software issues, managing user accounts, and coordinating with internal programmers and external vendors. The ideal candidate will have strong customer service skills, and a proactive approach to technology solutions. Familiarity with AI tools and project management is a plus.

Please note this role is based outside of Cleveland, OH and will be 100% onsite during the initial training period.

• Respond to incoming support requests from employees, addressing technology-related issues promptly and professionally.
• Troubleshoot hardware and software problems, providing technical guidance and solutions to end-users.
• Manage, prioritize and organize support requests effectively.
• Install, configure, and maintain computer systems, software applications, and peripherals for employees.
• Assist in setting up new user accounts, ensuring access to the necessary systems and applications.
• Manage confidential information and access permissions with discretion.
• Internal Database Support Liaison
  • Receiving and logging any wish list items that users have.
  • Receiving and logging any errors or bugs that internal users encounter.
    • This often will entail drafting a bug fix for the programmers to fix it, and then test the fix, etc.
  • Test any implemented changes from the programmers for bugs or issues before going into the live version.
  • Ensure that all changes to the live version meet the intended needs of the users after implementation.
  • Check in on progress from programmers and answer any questions they have regarding projects.
  • Comfortable with SQL server file maintenance and reporting requests.
• Coordinate with Programmers and vendors
  • LMA phones and vendor relationship.
  • Understanding and communicating the needs and wants of the firm to the vendors.
• Stay updated on the latest technology trends and best practices to provide innovative solutions and recommendations to the firm.
• Conduct routine checks and maintenance on computer hardware to ensure optimal performance.
• Provide user training and guidance on technology tools and best practices.
• Assist in managing and maintaining an inventory of technology assets, including hardware and software licenses.
• Document support interactions and resolutions for future reference and knowledge sharing.
• Participate in regular team meetings to discuss ongoing support needs and system changes.
• Foster positive relationships with employees by delivering exceptional customer service.

• At least three years’ experience in providing IT support or a related field (e.g., help desk, service desk, technical support, managed service provider). Familiarity with troubleshooting hardware and software issues. Experience with customer service and end-user support.
• Education – Bachelor’s degree in a relevant field; an additional two years’ experience will offset the need for a degree.
• Systems – Expert skill with Microsoft Windows 10, 11. Experience with SQL, MFA, VPN.
• Applications – Expert skill with Microsoft Office Suite including Teams, SharePoint, Power Bi, and One Drive. Experience with applications that provide remote desktop support.
• Experience with providing customer service to technical and non-technical end users.
• Experience with AI tools is considered a plus.
• Some project management experience preferred.