IT Support Specialist

Job DescriptionJob DescriptionDescription:IT Support SpecialistWhat we are: Fun, fast-paced, client-focused, people-centric, inviting, flexible, and rapidly growing.What we are not: Overly structured, uncompromising, disengaged, or disconnected. We are looking for a resourceful, service-minded IT Support Specialist to be the first point of contact for technology support across Waites. This is a hands-on role for someone who can help resolve issues quickly, setting up new team members for success, and keeping the technology our business runs on reliable and secure. You will own the day-to-day support experience for the company, as well as being a key part of strategic projects within the IT organization. If you take pride in responsive service, like variety in your day, and want room to grow your technical skills across infrastructure, security, and modern business applications, we would love to meet you. The work we do is categorically awesome, and we are looking for someone with the curiosity, drive, ownership, and people skills to help keep it running. Company DescriptionWe are a leading provider of wireless, mesh-networked, “Internet of Things” (IoT) sensors for industrial environments. Our cost effective, plug-and-play products empower plants of all sizes to conduct predictive and preventative maintenance on mission critical and secondary equipment in order to maximize uptime. (I.e. We help with things like getting your Prime packages to you faster!) Reports to: Information Technology ManagerLocation: Cincinnati, OHOnsite Requirements: Onsite, remote flexibility as neededTravel: No travel requiredWork Authorization: Must be authorized to work in the U.S.**Sponsorship is not available at this time**Exemption Status: Exempt Job DescriptionThe IT Support Specialist is the primary owner of day-to-day technical support at Waites. This role handles support for our internal employees, end-user devices, onboarding, offboarding, workplace technology, and routine account and license administration. This position will also lead various projects within the Information Technology department to continuously increase our customer delight. This is not a typical help desk role as you will have the ability to grow and expand as the department does as well. The IT Support Specialist is expected to operate independently on routine work, exercise good judgment on when to escalate, and will work directly with IT leadership day to day. This position will give you the opportunity to support:Service Desk & End-User Support:• Serve as the first point of contact for technology support requests across the company• Own the support queue — triage, prioritize, resolve, and communicate status through to closure• Troubleshoot hardware, software, connectivity, and peripheral issues for end users• Build and maintain documentation, knowledge base articles, and self-service resources• Foster a responsive, customer-first support experience Device & Asset Management:• Provision, image, configure, and deploy laptops, desktops, and mobile devices• Manage device lifecycle from intake through deployment, refresh, retirement, and secure disposal• Maintain accurate IT asset inventory and records• Ensure that our devices stay fully compliant with our SOC-2 security initiatives Onboarding & Offboarding:• Execute new hire technology setup including accounts, hardware, access, and orientation to core tools• Execute offboarding such as account deactivation, access revocation, and device recovery• Follow established runbooks, document exceptions, and recommend improvements to the process Account & Access Administration:• Administer user accounts and group membership across Google Workspace and business applications, within approved policy• Process access requests through defined approval workflows• Administer physical access and badge management for Waites facilities• Escalate any request that falls outside established policy rather than granting exceptions• Periodic reviews of our key systems to ensure there are no unintended access gaps Workplace & Site Technology:• Support conference room technology, audio/visual equipment, printers, and shared workplace systems• Provide first-line support for World HQ on-site network connectivity issues• Coordinate with vendors and service providers for warranty and project work Security Operations Support:• Monitor and triage endpoint security alerts, escalating in line with defined thresholds• Verify patch and update compliance across company devices• Support security awareness activities, including phishing simulation follow-up• Assist in gathering evidence and documentation for ISO-9001, SOC II, and GDPR audit activity Applications & License Administration:• Perform routine SaaS license administration, reconciliation, and usage reporting• Support end users across core business applications• Assist with rollout, enrollment, and first-line questions for approved AI tools Continuous Improvement:• Identify recurring issues and recommend permanent fixes rather than repeat remediation• Contribute to end-user training, documentation, and technology adoption• Stay current with relevant tools and support practices• Carry out additional responsibilities as needed to support business objectivesRequirements: Qualifications & Requirements:• Associate’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience• 2–4 years of experience in technical support, service desk, or desktop support• Hands-on experience supporting Windows and macOS devices in a business environment• Familiarity with Google Workspace and/or Microsoft 365 administration• Working knowledge of core networking concepts and the ability to troubleshoot connectivity issues• Experience working within a ticketing system and meeting response expectations• Experience with endpoint security tooling desired• Excellent communication skills and a strong customer service orientation, including with non- technical colleagues• Strong problem-solving skills and the ability to prioritize competing requests independently• Sound judgment about when to resolve and when to escalate• Familiarity with legal, statutory/regulatory requirements such as: ISO-9001, GDPR and SOC II desired• CompTIA A+, Network+, or comparable certification desired Culture Fit Requirements• High intellect and strong analytical skills• Innovative and driven to constantly improve• Ability to balance strategic vision with operational execution• Non-bureaucratic, flexible, and able to thrive in a fast-moving environment• Positive energy and attitude towards people and problem-solving• Demonstrates a balance of humility, strong work ethic, and interpersonal savvy (“Humble, Hungry, and Smart”) in approach to teamwork and problem-solving• “Can Do” mentality Why Waites? At Waites, we offer an attractive base salary with a strong history of profit sharing. We are intenselycustomer-focused, with a culture that encourages hard work, fun, and mutual success. As we continueto grow, there will be many opportunities for professional advancement and development. If you are atalented IT professional looking for an exciting new challenge, please apply! Learn more about who we are and what we do by checking out our website at WST is an Equal Opportunity Employer.