On-Site Support, Specialist I

Lincoln Electric is a high-performance industrial machinery and technology leader who helps customers manufacture and maintain vital equipment and infrastructure. Lincoln Electric’s innovative solutions enable higher quality and productivity across a variety of processes including welding, cutting, brazing, machining, process automation, and field repair. The Company leverages proprietary technologies and expertise in materials science, power electronics, automation, and intelligent software to help customers build better and achieve resilience in their operations. Headquartered in Cleveland, Ohio, Lincoln Electric is the essential ‘Linc’ that keeps the economy running. The Company operates 71 manufacturing and automation facilities across 20 countries and serves customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company’s website at https://www.lincolnelectric.com .

Location: Chattanooga
Employment Status: Salary Full-Time
Function: Information Technology
Pay Range: ($81,992.00 - $102,490.00)
Target Bonus: 10.0%
Req ID: 30509

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Purpose

The IT On-Site Support Analyst I is responsible for independently managing technical support activities, incidents, service requests, and assigned projects within the designated support zone. The Specialist diagnoses and resolves a broad range of hardware, software, network, Microsoft M365, and end-user technology issues and provides technical guidance, training, and consultation to end users. The role supports implementation and deployment of IT services and equipment and partners with infrastructure, network, system administration, and other IT teams to resolve more complex or cross-functional technical issues.

This position will be based onsite at our Chattanooga, TN facility.

Job Duties & Responsibilities

- Work independently within established IT standards and practices, using sound technical judgment to prioritize work, troubleshoot issues, determine appropriate solutions, and identify when specialized escalation is required.

- Provide advanced technical support to end users by diagnosing and resolving moderately complex hardware, software, endpoint, Microsoft 365, conference-room technology, and peripheral issues.

- Independently perform root-cause analysis for recurring or non-routine technical issues, evaluate potential solutions, implement corrective actions, and document outcomes.

- Install, configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, conference-room equipment, operating systems, software applications, and related peripherals.

- Administer user accounts, permissions, device access, password resets, and account provisioning and de-provisioning in accordance with established security and access-management standards.

- Diagnose and resolve LAN, WAN, Wi-Fi, VPN, network connectivity, and general site technology issues; partner with network or infrastructure teams when issues require specialized expertise.

- Lead or independently execute assigned site-level IT projects and technology deployments, including implementation planning, equipment preparation, testing, end-user readiness, documentation, and post-deployment issue resolution.

- Partner with desktop engineering, network administration, system administration, cybersecurity, application support, and other IT teams to troubleshoot cross-functional issues and coordinate resolution activities.

- Use the IT service management platform and knowledge base to manage incidents, requests, tasks, and project work; maintain accurate records of troubleshooting steps, resolutions, configurations, and service outcomes.

Job Duties & Responsibilities, Continued

- Create, maintain, and improve technical documentation, standard work, troubleshooting guides, and knowledge-base articles based on recurring issues and lessons learned.

- Implement and reinforce cybersecurity policies, endpoint standards, software licensing requirements, and data-protection practices; identify and escalate potential security risks in accordance with established procedures.

- Provide end-user consultation and training on hardware, software, Microsoft 365 tools, security awareness, and technology best practices for users with varying levels of technical knowledge.

- Maintain accurate inventory and lifecycle records for computers, peripherals, mobile devices, and software licenses; coordinate warranty claims, repairs, replacements, and procurement activities with vendors.

- Monitor support trends and recurring issues within the assigned support zone and recommend practical improvements to service delivery, device reliability, user experience, and standard work.

- Participate in after-hours support, planned maintenance, or technology deployments as business needs require.

Basic Requirements

- Bachelor's degree in computer science, information technology, or a related field and 3+ years of experience supporting internal desktop and end-user technology environments; equivalent relevant experience may be considered in place of a degree.

- Strong working knowledge of Microsoft Active Directory, Microsoft 365 technologies including Teams, OneDrive, Enterprise Applications, and Intune, Windows operating systems, Apple iOS, endpoint administration, security, deployment, and device-management technologies.

- Demonstrated experience independently diagnosing and resolving moderately complex hardware, software, endpoint, network, and conference-room technology issues.

- Hands-on experience with LAN, WAN, TCP/IP, switched networks, Wi-Fi and access-point configurations, VPN connectivity, and network cabling fundamentals.

- Experience using an IT service management platform, such as Ivanti or a comparable system, to manage incidents, requests, tasks, assets, and knowledge content.

- Demonstrated ability to perform root-cause analysis, evaluate alternatives, implement solutions, and clearly document technical findings and resolutions.

- Strong verbal and written communication skills and the ability to explain technical concepts to end users with varying levels of technical knowledge.

- Ability to independently organize and prioritize multiple incidents, requests, projects, and customer needs in a high-volume support environment.

- CompTIA A+ certification or comparable technical certification preferred.

Key Competencies

- Technical troubleshooting and root-cause analysis

- Independent judgment within established standards

- Customer focus and end-user consultation

- Ownership, follow-through, and accountability

- Cross-functional collaboration

- Clear written and verbal communication

- Prioritization and incident management

- Adaptability and continuous learning

- Security and compliance awareness

- Process improvement and documentation discipline

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Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.