IT Support Specialist

Job Description

Job Description

Position Summary:

The IT Support Specialist’s primary role is to provide timely remote and desk-side technical support through the IT help desk for employees across all Metalico locations. The position is responsible for resolving and documenting day-to-day service requests involving user access, computers, applications, printers, networks, and other Company technology. Field work, consisting primarily of installation and troubleshooting, is also a major and essential component of the position. As directed by the Corporate IT Director, the specialist will travel to Company locations to install, configure, troubleshoot, repair, or replace computer systems, network equipment, cabling, printers, cameras, phone systems, and other technology in office, industrial, and yard environments.

Key Responsibilities:

• Deliver timely, professional support by phone, text message, remote-support tools, and the IT ticketing system; prioritize business-critical issues, document work performed, and close tickets completely.
• Provide remote-access support and troubleshoot Windows desktops and laptops, printers, servers, network hardware, and connected peripherals.
• Install and troubleshoot scanners, thermal printers, time clocks, mobile devices, and other specialty or operational technology.
• Support phone systems, security and camera systems, ERP systems, Microsoft 365, company mobile devices, and mobile device management (MDM).
• Perform field work in office and industrial settings, including troubleshooting network issues; installing or replacing network equipment, cabling, workstations, and other hardware; and performing these tasks at elevated locations using Company-approved aerial lifts or ladders when required.
• Assist with planning and executing hardware and software upgrades, new installations, maintenance windows, and technology rollouts.
• Support backup and disaster-recovery processes, endpoint protection and cybersecurity activities, and monitoring of network health and usage.
• Communicate effectively with management, office staff, and yard personnel at all Metalico locations; maintain company confidentiality.
• Follow Company policies and all applicable quality, environmental, and safety standards; maintain an orderly work area and assigned equipment.
• Perform other duties as assigned in support of Company and IT department goals.

Technology Skills:

• Microsoft 365 and Microsoft Office applications.
• Windows desktop operating systems and Windows Server, including Active Directory.
• Wired and wireless networking, TCP/IP fundamentals, and common network hardware.
• PC, laptop, printer, mobile-device, and peripheral troubleshooting.
• Remote-support tools and IT ticketing systems.
• Structured cabling, including the ability to terminate or crimp CAT5e and CAT6 cable.

Qualifications:

• Bachelor's degree in Information Systems, Computer Science, or a related field; relevant coursework, Microsoft or other industry certifications, and equivalent practical experience may also be considered.
• At least two years of experience providing IT end-user support.
• Strong troubleshooting, customer-service, listening, and communication skills.
• Reliable, prompt, adaptable, and able to work efficiently in a variety of situations.
• High attention to detail, sound prioritization, and consistent follow-through.
• Ability to work independently and collaboratively while supporting multiple locations.
• Ability to work indoors or outdoors as business needs require and to travel independently.
• Current aerial-lift operator certification or the ability to obtain Company-required certification within 90 days of hire.

Travel Requirements:

• Up to approximately 50% daytime travel between Metalico locations, based on the position's primary assignment and business needs.
• Approximately 5-10% overnight travel, with occasional air travel as needed.
• Regional travel may include locations throughout New York, Pennsylvania, and Ohio.

Physical Demands:

The physical demands described below are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently sit, stand, reach with hands and arms, talk, and hear; sit or stand for extended periods.
• Use hands and fingers to operate a keyboard and mouse and to handle computer and network components.
• Use close vision and the ability to adjust focus.
• Lift and carry up to 50 pounds from floor to waist level and carry items for at least 30 feet.
• Push or pull up to 50 pounds at a time.
• Participate in meetings, presentations, training sessions, and field activities.
• Ability to work at elevated heights from an aerial lift or mobile elevating work platform and use required fall-protection equipment.

Work Environment:

• Work is performed in office, industrial, and yard or facility environments.
• Industrial areas may include noise, dust, and fumes; required personal protective equipment, including hearing protection, will be provided.
• Outdoor work may involve weather and temperature extremes, including heat, cold, and rain.
• Office work may require extended periods at a desk while performing normal daily tasks.
• Field assignments may require elevated work from aerial lifts in industrial, facility, and yard environments.

Work Schedule:

Regular in-office hours are Monday through Friday, 7:00 a.m. to 4:00 p.m. Saturday coverage is assigned on a rotating basis and is typically provided remotely. Occasional after-hours support may be required for outages, remote assistance, upgrades, maintenance, or disaster-recovery activities. The schedule is subject to change based on business needs.

General Statement:

The statements above describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Additional duties may be assigned.

Metalico is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.