IT Support Specialist

Swagelok; Solon (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

Swagelok in Solon, Ohio is seeking an IT Distributor Support Service Specialist I to provide first-level support for distributor applications and related business systems. You will be the first contact for SSCs and internal partners, diagnose incidents, and escalate where needed to ensure minimal disruption.

You’ll learn Swagelok applications, participate in testing, rollout, and provide off-hours support on a rotating basis.

Qualifications

• 0-2 years of relevant experience or entry level in IT support.
• Entry level understanding of supporting end users in customer service or technical support.
• Familiarity with call handling, issue intake, and timely follow-up.
• Basic troubleshooting of desktop/workstation issues in a business environment.
• Understanding of LANs/WANs.
• Ability to document issues clearly and coordinate with teams.
• Prior exposure to IT ticketing processes.
• Willingness to follow procedures while seeking improvements.

Responsibilities

• Serves as the first point of contact for SSCs, sales associates, and internal support regarding Swagelok applications and business systems.
• Responds promptly to service requests, communicates status, and delivers consistent SSC support.
• Provides first-level application support by diagnosing incidents, resolving standard requests, and escalating complex issues.
• Follow basic IT processes, policies, and guidelines with understanding of transactional business processes.
• Learn and apply knowledge of Sales operations and supply chain fundamentals to identify root causes and practical solutions.
• Assist with cross-functional info gathering to resolve issues and improve call handling and documentation.
• Learn Swagelok applications to contribute to testing, implementations, rollout, and related support.
• Participate in testing, implementation, rollout, and validation of new applications and upgrades.
• Provide off-hours support on a rotating basis as needed.
• Perform other duties as assigned.

Skills

Customer service mindset

Technical troubleshooting

Call handling

Documentation

Root cause analysis

Communication

Tools

Windows OS

Microsoft 365 Exchange

SonicWall

ServiceNow

Active Directory

Microsoft Entra ID

MFA

Job description

Swagelok is a global organization and one of the largest employers of manufacturing talent in Northeast Ohio. We are driven by our core values of Quality, Integrity, Respect for the Individual, Customer Focus, Innovation, and Continuous Improvement, which are demonstrated through our daily actions. For over 75 years, our dedication to our core values has been the foundation for our success. Our products have been up into space, down to the bottom of the ocean, and everywhere in between.That same dedication spans to our customers.

Throughout our organization we demonstrate a commitment to these values and those we bring onboard. Whether you want to grow in your role or explore broad opportunities and develop new skills—you’ll thrive in a culture that promotes learning and development.

We strive to be a company where we all can do our best work with a true sense of purpose and belonging.

Be Connected. Be Valued. Be You.

We hope you’ll consider joining our team.

The IT Distributor Support Service Specialist I provides first-level support for Swagelok Sales and service centers (SSCs), sales associates, and internal support associates by helping maintain the effective operation of enterprise distributor business applications and related business systems. This role supports business continuity by using established procedures, knowledge documentation, and structured problem-solving methods to assess, isolate, and resolve a range of routine issues. It contributes to a responsive support environment that helps SSCs and internal partners conduct daily business activities with minimal disruption. The position also helps reinforce consistent service quality across the distributor network by escalating issues appropriately and supporting timely resolution. Within Swagelok's customer-focused and quality-driven culture, this role supports reliable system performance and a positive service experience for business users.

Job Responsibilities:

• Serves as the first point of contact for SSCs, sales associates, and internal support associates regarding Swagelok applications and business systems.

• Responds promptly to service requests, communicates status throughout the call management process, and delivers consistent SSC support aligned with service expectations.

• Provides first-level application support by diagnosing straightforward incidents, resolving standard requests, and escalating complex issues through established support channels.

• Follow basic Information Technology processes, policies, and guidelines, along with basic understanding of transactional business processes, networking,

• Learn and apply knowledge of Sales operations and supply chain fundamentals to identify root causes, interpret needs, and recommend practical solutions to recurring issues.

• Assist with cross-functional associates to gather information, resolve issues, and improve call handling, documentation, and resolution practices.

• Learn Swagelok applications and its functions to enable to contribute to testing, implementations, rollout, and related support activities.

• Participates in testing, implementation, rollout, and validation of new applications, releases, upgrades, and related support activities for applications where required.

• Provides off-hours support on a rotating basis and may work additional hours to support business needs, incident response, or implementation activities.

• Performs other duties as assigned.

Requirements:

• 0-2 years of relevant experience

• Entry level understanding of supporting end users in a customer service or technical support environment, with responsibility for call handling, issue intake, and timely follow-up.

• Entry level experience troubleshooting desktop operating systems, workstation issues, and basic server or PC problems in a business environment.

• Entry level experience supporting Local Area Networks (LANs) and a general working knowledge of Wide Area Networks (WANs).

• Entry Level in using structured communication to document issues, explain resolutions, and coordinate with associates and technical teams.

• Entry Level in applying sound judgment to prioritize incidents, elevate issues appropriately, and maintain service continuity.

• Working knowledge of IT support tools and ticketing processes used to track, resolve, and close service requests.

• Ability to follow established procedures while identifying opportunities to improve support quality and response consistency.

Preferred:

• Basic to good understanding in supporting Windows operating systems,Micorsoft 365 exchange, SonicWall (Firewalls), and administration tasks.

• Entry level experience in supporting multi-site service operations, or other environments requiring coordination across internal and external associates or Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft certifications, or equivalent technical support credentials.

• Good understanding of supporting network connectivity, access management, and end-user productivity tools in a global or multi-location organization.

• Entry level experience in ServiceNow and contribute to knowledge base content, standard work documentation, or process improvement efforts within IT support.

• Exposure to Active Directory or Microsoft Entra ID

• Basic understanding of Multi-Factor Authentication (MFA)

Swagelok provides a comprehensive package of valuable benefits called Total Rewards focused on health and wellness, compensation, retirement planning, and supplemental rewards.

Congratulations on taking the first step to B e Connected. B e Valued. B e You.

Swagelok is proud to be an Equal Opportunity Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex, pregnancy, pregnancy-related medical conditions, age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law.

_Swagelok will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990, the Americans with Disabilities Act Amendments Act of 2008, and Ohio state law._

_This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Swagelok is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason._