IT Support Specialist

Nidec; United States; Remote; USD 45.000 - 65.000; Vollzeit

Zusammenfassung

Nidec is a leading global manufacturer with a broad portfolio of electric motors, drives, and controls. The IT Support Specialist provides frontline technical support across hardware, software, mobile devices, and business applications to ensure employees have the tools to work effectively.

Success in this role requires strong customer service, initiative, and accountability, with the ability to troubleshoot and resolve routine issues independently while escalating complex problems through

Qualifikationen

• Provide technical support for hardware, software, operating systems, mobile devices, peripherals, and approved business applications.
• Independently troubleshoot routine end-user incidents and service requests using established procedures and knowledge resources.
• Escalate complex issues to appropriate support teams and maintain ownership through resolution.

Aufgaben

• Log, track, and manage incidents and service requests using approved ticketing systems.
• Ensure timely resolution of tickets and communicate status to users.
• Provide user assistance with application usage, password resets, and device setup.
• Maintain and update support documentation and knowledge resources.
• Share solutions and best practices with the team to improve support.

Kenntnisse

Technical Support

Customer Service

Troubleshooting

Incident Management

Documentation

Jobbeschreibung

We begin with dreams. Dreams drive our motivation. Dreams are our future. The world's dreams, people's dreams, our dreams. Our passion creates ideas that make dreams come alive. Technology and products that were only dreams become reality.

All for dreams. Dreams challenge and the Nidec-Group will continue to meet the challenge. For the world's and people's tomorrows; the world's first, the world's best technologies and products; we will continue our part in creating a better society.

Job Summary

Nidec is the world's leading manufacturer of electric motors, drives, and controls, powering nearly everything that spins and moves, from smartphones and household appliances to electric vehicles, factories, data centers, aircraft, and critical infrastructure.

Founded in 1973 and headquartered in Kyoto, Japan, Nidec operates more than 300 group companies across 40+ countries, with over 100,000 employees worldwide. Rooted in Japanese craftsmanship and continuous improvement, we combine global capability with local expertise to solve complex challenges and keep the world moving.

Job Description

Role Summary

The IT Support Specialist provides frontline technical support to employees across hardware, software, mobile device, and business application environments. This role serves as a primary contact for routine technology-related issues and service requests, helping ensure employees have the tools and support needed to work effectively.

The successful candidate demonstrates strong customer service skills, initiative, and accountability while supporting day-to-day technology needs. While working within established support procedures, this role is expected to independently troubleshoot and resolve most routine technical issues, take ownership of assigned requests through resolution, and effectively utilize available resources to identify solutions. More complex or specialized issues are escalated through established support channels. The position also contributes to maintaining support documentation, knowledge resources, and consistent support practices that enhance service delivery and operational efficiency.

Responsibilities and Duties

Technical Support & Issue Resolution

• Provide technical support for hardware, software, operating systems, mobile devices, peripherals, and approved business applications.
• Independently troubleshoot and resolve routine end-user incidents and service requests using established procedures, support tools, and available knowledge resources.
• Research, diagnose, and resolve common technical issues with limited guidance.
• Escalate unresolved, complex, or specialized issues to appropriate support teams.
• Maintain ownership of assigned incidents through resolution and user follow-up.

Incident & Service Request Management

• Log, track, prioritize, and manage incidents and service requests using approved ticketing systems.
• Ensure timely resolution of assigned tickets in accordance with service expectations.
• Accurately document issue details, troubleshooting activities, and resolutions.
• Communicate effectively with users regarding issue status, next steps, and resolution outcomes.

User Support & Customer Experience

• Deliver responsive, professional technical support to employees across the organization.
• Assist users with application usage, password resets, access requests, device setup, and technology-related questions.
• Communicate technical information clearly to both technical and non-technical users.
• Promote a positive customer experience through accountability, responsiveness, and effective issue ownership.

Device, Application & Account Support

• Support desktops, laptops, printers, mobile devices, conferencing technology, and related peripherals.
• Perform user account maintenance, password resets, and access administration in accordance with security requirements.
• Install, configure, and troubleshoot approved software and standard business applications.
• Assist with workstation deployments, equipment replacements, onboarding activities, and technology refresh initiatives.

Documentation & Knowledge Sharing

• Utilize service management, remote support, and diagnostic tools to support issue resolution.
• Follow established support procedures, knowledge articles, and troubleshooting workflows.
• Maintain accurate documentation of incidents, resolutions, recurring issues, and support activities.
• Contribute updates and improvements to support documentation, knowledge articles, and troubleshooting guides.
• Share solutions, best practices, and learned experiences with team members to improve overall support effectiveness.

Security & Compliance

• Follow established information security, privacy, and access control policies.
• Protect company information through adherence to technology and cybersecurity requirements.
• Identify and report potential security concerns encountered during support activities.
• Maintain accurate records to support compliance and audit requirements.

Continuous Learning & Development

Build technic