IT Support Engineer

AK Steel Corporation; Cleveland (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

Cleveland-Cliffs seeks an IT Support Engineer for the Cleveland Works operation. This on-site role focuses on maximizing site technology by supporting all user-facing equipment and applications and managing the central ServiceNow ticketing queue with emphasis on first-contact resolution.

The candidate will install and maintain hardware, administer local servers and network gear, and collaborate with multiple IT teams while ensuring safety and timely incident resolution.

Qualifications

• Bachelor's Degree or equivalent experience.
• Minimum 3 years in a technical IT role with Active Directory administration, basic server and network administration, and end-user support.
• Demonstrated first-contact, end-to-end ticket resolution ownership.
• Comfort working a high volume of varied, unfamiliar problems independently.

Responsibilities

• Provide first-contact resolution for IT tickets via the central ServiceNow queue.
• Install and support user-facing hardware including laptops, desktops, peripherals, VoIP phones, mobile devices, and printers.
• Administer and support local servers, storage, switches, wireless, VoIP, and network cameras.
• Support LANs, WANs and intranet/internet connectivity at the site level.
• Collaborate with IT teams (EUX, Cybersecurity, Network, Server, Telecom) to drive innovation and maintain safety practices.

Skills

Active Directory

Desktop & endpoints

Troubleshooting

Customer support

Communication skills

Education

Bachelor's Degree or equivalent experience

A+ Certification

Network+ Certification

Tools

ServiceNow

Job description

Location: Cleveland, Ohio

Cleveland-Cliffs is in search of an IT Support Engineer for its Cleveland Works operation. This is a full-time, on-site position. The IT Support Engineer maximizes the effectiveness of site technology by supporting and managing all user-facing equipment and related applications. A core part of this role is working the company's centralized desktop support queue - this position demands first-contact resolution, digging in to root cause, and closing tickets completely rather than passing problems along.

Summary of Responsibilities

• Remain continually customer focused; follow up to ensure customer satisfaction.
• Manage, troubleshoot, plan, prioritize, and track work efforts using the Cliffs ServiceNow ticketing system to ensure timely resolution of user requests and problems.
• Commission and support user-facing hardware including laptops, desktops, peripherals, VoIP phones, mobile/portable devices, and printers.
• Own a high volume of tickets in the centralized support queue, resolving requests from locations across the enterprise. Drive first-contact resolution: diagnose to root cause and close the ticket completely the first time, rather than reassigning or deferring it.
• Provide basic user training when necessary.
• Create and maintain appropriate documentation.
• Identify user needs and present or implement solutions.
• Manage the installation and routing of cabling (Ethernet, fiber) to connect network and server infrastructure; ensure proper cable management.
• Coordinate and assist with annual hardware refresh deployments on-site; support remote imaging and configuration processes defined by the EUX team.
• Maintain accurate inventory of all IT equipment located on-site.
• Administer and support local servers (virtual and physical), storage, switches, wireless access points, VoIP phones, and network cameras within OneCliffs standards.
• Support LANs, WANs, network segments, and intranet/internet connectivity at the site level.
• Collaborate with existing and new vendors to support IT systems.
• Participate in technical research and development to enable continuing innovation within existing and new technologies.
• Perform work in accordance with Cliffs' best practices and policies.
• Contribute to the value of the entire working team through thoughtful discussion and collaboration.
• Work in close partnership with enterprise IT teams including EUX, Cybersecurity, Network, Server, and Telecom.
• Understand and participate in safety-related topics and actions; follow established plant-based and IT-related safety practices at all times.
• Provide off-hours support for critical incidents.
• Occasional travel to other company locations may be required.
• Perform other tasks as required.

Minimum Qualifications

• Bachelor's Degree in a related field or equivalent experience.
• Minimum 3 years' experience in a technical IT role with demonstrated skills in Active Directory administration, basic server and network administration (LAN/WAN, switches, wireless), Desktop and endpoint technologies, Wireless and mobility technologies and Physical hardware installation and cabling
• Demonstrated first-contact, end-to-end ticket resolution-ownership of a problem until it is fully solved
• Comfort working a high volume of varied, unfamiliar problems independently, with strong troubleshooting instincts and a genuine enjoyment of helping people
• Strong communication skills, both written
• Working fully onsite

Preferred Qualifications

• A+ Certification.
• Network+ Certification.
• Experience working in a manufacturing environment.
• Experience with ServiceNow or similar IT ticketing platforms.

The salary range for this role is $65,000 to $85,000. An employee's pay within the salary range will be based on numerous factors including, but not limited to, relevant education, qualifications, experience, skills, geographic location and business or organizational needs.

Cleveland-Cliffs is a leading North America-based steel producer with focus on value-added sheet products, particularly for the automotive industry. The Company is vertically integrated from the mining of iron ore, production of pellets and direct reduced iron, and processing of ferrous scrap through primary steelmaking and downstream finishing, stamping, tooling, and tubing. We offer an excellent total compensation package, including competitive pay with variable compensation opportunity, health insurance, retirement plan, education assistance, paid time off, and more.

Cleveland-Cliffs Inc. is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail to [e-mail] or call 1-[phone] and let us know the nature of your request and your contact information. Do not email your application materials to this email address. Application materials sent to this email address will not be considered.

Cleveland-Cliffs Inc. is an equal opportunity employer - M/F/Veteran/Disability. We are a drug-free workplace and conduct pre-employment screening as a condition of employment.