IT Support Specialist

ABOUT HERFF JONES

Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Our products include class rings and jewelry, caps and gowns, diplomas, announcements, and recognition programs. Since 1920, we have partnered with campuses nationwide to help build stronger communities and celebrate student milestones.

YOUR OPPORTUNITY

The Herff Jones IT Team is seeking an IT Support Specialist to join our Service Desk. Reporting to the Service Desk Manager, this is an onsite role based at our Indianapolis headquarters. It is an entry-level position ideal for someone building their career in IT support who is eager to learn, grows well in a team environment, and takes pride in delivering excellent customer service.

WHAT YOU'LL DO

As a first point of contact for IT support requests, you will triage incoming tickets, resolve common issues, and escalate appropriately. You will support remote employees, assist with onboarding and offboarding equipment workflows, and provide backup coverage for the local CTG team supporting Indianapolis plants and corporate offices. Day-to-day responsibilities include:

Serve as Tier 1 intake for the Service Desk - logging, triaging, and prioritizing incoming support tickets via the ITSM platform (Fresh service)

Provide remote support to field and off-site employees, diagnosing and resolving hardware and software issues via phone, email, and remote tools

Support employee onboarding and offboarding: stage and image new equipment, configure accounts and access, and recover and wipe devices for departing staff

Back up the local CTG team for hands-on desktop support across Indianapolis manufacturing plants and corporate offices

Install, configure, and troubleshoot desktops, laptops, tablets, printers, docking stations, and peripherals

Assist with routine software installations, OS updates, and endpoint maintenance tasks

Document troubleshooting steps, resolution notes, and recurring issues to support knowledge base development

Prepare surplus and returned equipment for reuse or disposal

Participate in after-hours on-call rotation as needed

WHAT YOU'LL BRING

We're looking for a candidate with a genuine interest in IT and a customer-first mindset. You don't need to have all the answers - you need the curiosity to find them and the communication skills to keep users informed along the way.

1-2 years of experience in a help desk, desktop support, or related IT role preferred; recent graduates or candidates with equivalent hands-on experience are encouraged to apply

CompTIA A+ certification (or comparable credential) strongly preferred; candidates actively pursuing certification will be considered

Working knowledge of Windows OS, Microsoft 365 applications, and common desktop hardware

Familiarity with ticketing/ITSM systems (e.g., Fresh service, Service Now, Jira) is a plus

Strong communication and interpersonal skills - you'll interact with a wide range of users across multiple locations

Ability to work independently, manage multiple open tickets, and escalate appropriately when needed

ITIL Foundations certification is a plus, but not required

EDUCATION & QUALIFICATIONS

High school diploma or equivalent required

Associate's or bachelor's degree in information technology, Computer Science, or a related field preferred; equivalent hands-on experience accepted in lieu of degree

CompTIA A+ or equivalent industry certification preferred

PHYSICAL REQUIREMENTS

This role requires regular physical activity in a plant and office environment, including:

Lifting, carrying, and transporting equipment - must be able to regularly lift up to 50 lbs

Pushing and pulling equipment carts

Standing, walking, bending, kneeling, and reaching

Ability to work under desks and in equipment rooms as needed

Prolonged periods of seated computer work

Moderate noise levels typical in a manufacturing and office environment

Equal Opportunity Employer

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state, or local law.