IT Help Desk Administrator

Help Desk Administrator (Cleveland)

Reports To: Director of Operational Systems

Direct Reports: None

FLSA Status: Hourly, Non-Exempt

Employment Type: Full time

Compensation Range: $21.15 - $26.44/hour

Company Overview: National Safety Apparel, Inc. is a leading provider of high-quality safety apparel and equipment. With a strong commitment to protecting workers in various industries, we strive to deliver innovative solutions and exceptional customer service. We are currently seeking a dedicated and knowledgeable IT Support Technician to join our team. This position will be primarily based at our production facility in Cleveland, OH.

Position Overview: 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.

Training: Provided on the job

Qualifications:

• Associate or Bachelor's Degree in Computer Science, Information Technology, or a related field is preferred.
• Proven experience in an IT support role, preferably in a manufacturing or production environment.
• Strong knowledge of Windows operating systems and Microsoft Office suite.
• Familiarity with network infrastructure, including TCP/IP, DHCP, DNS, and basic troubleshooting.
• Experience with Active Directory, group policies, and user account management.
• Excellent problem-solving and communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Flexibility to travel as required.

Key Competencies: Interpersonal skills, organizational skills, ability to multi-task, excellent verbal and written communication skills, achievement-oriented, teamwork, analytical thinking, problem solving, initiative.

Physical Requirements: Must be able to sit or stand for duration of workday and complete heavy computer work.  Must be able to occasionally lift objects weighing up to 50 lbs.

Working Conditions: Temperature-controlled office and production environments.  Occasional travel may be required.

EEO Statement: National Safety Apparel provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation or any other protected group status as defined by law.

Benefits Offered:

• Medical
• HSA Plan
• Voluntary Dental
• Voluntary Vision
• Employer-Paid Short-Term disability
• Voluntary Long-Term Disability
• Employer paid Life and AD&D Insurance
• Voluntary Life and AD&D Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance
• Voluntary Identity theft protection insurance
• Voluntary Legal insurance
• Retirement savings program 
• Company Paid Holidays = 10 Paid Holidays
• Employee Assistance Program - Provides guidance for personal issues that affect your life
• Tuition Reimbursement
• PTO
• Bereavement
• Jury Duty
• Incentive Pay / Bonus
• Referral Program
• Confidential Employee Relief Fund
• Annual Flu Shot Clinic
• Volunteer Opportunities
• Family Medical Leave