IT Technical Specialist, On-Site Support

Title: Technical Specialist, On-Site Support
Job Type : Hourly Contract, Non-Exempt
Location : On-site, Cleveland, OH (Euclid/Mentor)
On-Call Rotation : Yes, every 3-4 weeks

Job Summary
Wright Technical Services is proud to represent a highly respected Fortune 500 global manufacturer for this role. This Tier 2 position provides hands-on and remote technical support in a manufacturing environment, ensuring reliable performance of desktop and tablet devices, peripherals, and enterprise applications. The role involves troubleshooting hardware and software issues, performing repairs and installations, and supporting both standard business software and specialized plant systems. While this position primarily supports on-site users in the Cleveland area, it also provides remote assistance to locations across the U.S. and Canada.

Qualifications

• Associate’s degree in Computer Science or related field, or 3–7+ years of technical support experience in a mission-critical environment.
• 3–7+ years of experience supporting Microsoft desktop environments, end-user devices, and network connectivity.
• Proficiency with Office 365 and advanced troubleshooting techniques.
• Proven ability to resolve technical issues effectively in a fast-paced, global environment.
• Strong understanding of risk management, regulatory standards, and IT compliance policies.
• Excellent communication, follow-up, and attention to detail.
• Familiarity with ITIL and ITSM processes and experience using ticketing systems preferred.
• Ability to manage multiple priorities, meet deadlines, and work independently.
• Physical ability to lift up to 60 pounds on an occasional basis.
• Work on a rotating on-call basis approximately once every 3-4 weeks.

Description and Responsibilities

• Provide Tier 2 technical support for desktops, tablets, label printers, and other end-user hardware and software.
• Respond to incidents and service requests in person, by phone, or via remote access, ensuring timely and effective resolution.
• Diagnose, repair, and maintain computer systems, network connections, and peripheral equipment.
• Escalate complex issues to higher-level technical teams as appropriate, maintaining ownership and communication through resolution.
• Collaborate with Desktop Engineering, IT Security, and Networking teams to maintain standard images, troubleshoot software clients, and ensure compliance with IT standards.
• Image, configure, and deploy a variety of devices including PCs, tablets, RF guns, iGels, and printers.
• Utilize knowledge base resources and company policies to analyze and resolve technical problems.
• Maintain accurate ticketing and performance metrics; participate in on-call PagerDuty support rotations.
• Recommend hardware and software solutions, including upgrades and new product acquisitions.
• Develop and maintain technical documentation and knowledge base articles to assist Service Desk staff.
• Provide user training on standard and specialized applications as needed.
• Ensure adherence to all security, safety, and environmental regulations.
• Assumes additional responsibilities as needed or directed in support of the Company’s Strategy.

Eligibility: All applications current authorized to live and work in the United States on a Permanent basis are welcome to apply. Must be currently residing in the US. Sponsorship is not available for this position.

Wright Technical Services and our client are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.