Onsite IT Support Engineer: Fast, First-Contact Resolution

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

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.