IT Support Engineer

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