About this role
About the Role Join our Global IT Team in Cleveland as an IT Support Analyst. You will provide end-user technology support, own tickets from initial contact through resolution, and operate in a security- and policy-driven, multi-jurisdictional environment. What You'll Do
- Serve as the primary contact for end-user technology inquiries via phone, email, walk-ups, or third-party vendors; log requests in the service desk system.
- Own tickets from intake through resolution by investigating, troubleshooting, escalating when needed, and communicating with users.
- Provide support in Windows/client-server environments; assist with MS Office products and document management systems; support various network topologies.
- Maintain awareness of security, compliance, and policy requirements; exercise sound judgement in incident handling.
- Work a non-exempt schedule with potential overtime, evenings, and holidays as needed. What We're Looking For
- Minimum of three years' computer-operations experience, preferably in Windows or other Client/Server environments.
- Knowledge of MS Office products and document management support; experience with document management systems preferred.
- Experience supporting end users, strong communication skills, and ability to own and resolve tickets; solid problem-solving and troubleshooting abilities.
- Familiarity with Windows client-server networks, other network topologies, and service desk/ticketing tools.
- Ability to work in a multi-jurisdictional environment with emphasis on security, compliance, and policy; sound judgement in incident handling.
- This is a non-exempt role with schedule 11am-7pm ET; flexibility for overtime, evenings, and holidays. Nice to Have
- Experience with document management systems is preferred. Compensation & Benefits
- Salary range: $55,000-$65,000 per year, depending on skills and experience.
- Excellent benefits, competitive compensation, and the opportunity to work in a professional, collaborative environment.