Help Desk Administrator

Helpdesk Administrator

NSA is looking for self-starters who can help support our mission. Are you ready?

National Safety Apparel (NSA) is a leading provider of high-quality safety apparel and equipment. With a strong commitment to protecting workers across a variety of industries, we deliver innovative solutions and exceptional customer service. We are currently seeking a dedicated and knowledgeable Helpdesk Administrator to join our team. This position is primarily based at our production facility in Cleveland, Ohio.

The Helpdesk Administrator is responsible for providing front-line technical support to employees across the organization. This role serves as a key point of contact for IT support requests, troubleshooting hardware and software issues, managing user access, and ensuring employees have the technology tools needed to work effectively.

This position requires strong customer service skills, technical troubleshooting ability, attention to detail, and the ability to communicate clearly with users of varying technical skill levels. The Helpdesk Administrator will work closely with the broader IT team to resolve issues, support IT projects, maintain accurate documentation, and continually improve the end-user support experience.

Essential Job Functions

• Serve as the first point of contact for employee IT support requests through the ticketing system, phone, email, and in-person support.
• Troubleshoot and resolve issues related to desktops, laptops, printers, scanners, mobile devices, phones, peripherals, and general office technology.
• Provide support for Microsoft Windows, Microsoft 365, email, VPN, remote access tools, business applications, and other commonly used software.
• Create, modify, and disable user accounts in accordance with company procedures, including Active Directory, email, ERP, and other system access.
• Set up and configure new computers, user profiles, phones, printers, and other equipment for new hires, transfers, and replacements.
• Assist with employee onboarding and offboarding by preparing equipment, assigning access, recovering assets, and ensuring proper account changes.
• Maintain accurate records of support requests, troubleshooting steps, resolutions, hardware assignments, and user access changes.
• Escalate more complex technical issues to system administrators, network administrators, application owners, or outside vendors as needed.
• Support remote employees and remote facilities where on-site IT resources may not be available.
• Assist with routine IT maintenance, software updates, endpoint security tools, patching, backups, and equipment inventory.
• Identify recurring issues and recommend improvements to reduce support tickets and improve system reliability.
• Maintain a high level of professionalism, confidentiality, and security awareness when handling company systems and user information.
• Participate in IT projects as needed, including system upgrades, hardware deployments, software rollouts, and process improvement initiatives.

Qualifications

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Previous experience in an IT support role, preferably within a manufacturing or production environment.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Familiarity with networking concepts, including TCP/IP, DHCP, DNS, and basic troubleshooting.
• Experience with Active Directory, Group Policy, and user account administration.
• Excellent problem-solving, organizational, and communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Flexibility to travel as needed.

Key Competencies

• Interpersonal Skills
• Organizational Skills
• Multitasking
• Verbal and Written Communication
• Achievement Orientation
• Teamwork
• Analytical Thinking
• Problem Solving
• Initiative

Physical Requirements

Must be able to sit or stand for the duration of the workday and perform extensive computer work. Must also be able to occasionally lift objects weighing up to 50 pounds.

Working Conditions

Work is performed in both temperature-controlled office and production environments. Occasional travel may be required.

Equal Employment Opportunity Statement

National Safety Apparel provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, ancestry, age, veteran status, marital status, sexual orientation, or any other protected characteristic as defined by applicable law.