IT Support Specialist II
Summary
Senior IT support role at a material-handling equipment manufacturer: handles escalated desktop, network, and enterprise application issues, administers Active Directory and Microsoft 365, leads IT projects, mentors junior staff, and acts as SME for ITSM/ERP systems, with on-call rotation and some travel to Wisconsin and Ohio sites.
Why Steele Solutions?
At Steele Solutions, we design and manufacture innovative material handling and workplace infrastructure solutions that help leading organizations improve operational efficiency, productivity, and safety. Our success is driven by a team of skilled professionals committed to continuous improvement, collaboration, and execution excellence.
As a Manufacturing Engineering Technician, you'll play a critical role in supporting production operations through process improvement, equipment optimization, and implementation of manufacturing best practices. This position offers the opportunity to work closely with Operations, Engineering, Quality, and Maintenance teams while helping drive efficiency, quality, and growth throughout our manufacturing facilities.
Summary
The IT Support Specialist II will serve as leader within the IT department that provides advanced technical support for end-users, resolving complex hardware, software, and network issues while managing complex IT projects to align with organizational goals. This requires independent judgement, discretion, and specialized knowledge to manage the systems, lead IT while promoting service excellence and operational continuity.
Essential Duties and Responsibilities
This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.
- Responsible for solving and escalating technical issues involving desktops, laptops, mobile devices, printers, network connectivity, and enterprise applications, serving as the primary escalation point for Support Specialist I staff.
- Oversee the installation, configuration, and maintenance of hardware, software, and peripherals; manage user accounts, permissions, and access rights in Active Directory and other systems to ensure business continuity.
- Lead complex projects and deliver IT initiatives including system rollouts, upgrades, and security enhancements, managing milestones, scope, and stakeholder communication from planning through implementation.
- Is the SME for assigned applications and enterprise platforms (e.g., ITSM, ERP, Microsoft 365), providing in-depth knowledge, training, and best-practice recommendations to end-users and peers.
- Create and deliver training materials, workshops, and knowledge base documentation that improve end-user adoption and empower Support Specialist I employees with troubleshooting resources.
- Provide guidance, coaching, and daily support to junior IT staff; assist in onboarding new hires and promoting a culture of continuous learning by knowledge sharing.
- Monitor IT performance of core systems, proactively address potential issues, and recommend emerging technologies that enhance security, efficiency, and reliability.
- Partner with IT leadership and cross-functional teams to drive operational continuity, identify process improvements, and implement innovative solutions that elevate service delivery.
- Provide guidance and leadership during the on-call rotation, ensuring availability and rapid response to after-hours critical technical incidents.
- Performs other duties as may be assigned by IT Support Manager or other organizational leaders.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Ability to travel to other Wisconsin and Ohio locations as needed.
Education and/or Experience
- Associate’s or bachelor’s degree in Information Technology, Computer Science, or related field, preferred
- A minimum of five (5) years of experience as an IT Support Specialist or similar role
- Proven ability to deliver advanced IT support across hardware, software, networking, and enterprise applications, with a focus on troubleshooting and escalation management.
- Strong knowledge of Windows OS, Microsoft 365, Active Directory, networking fundamentals, endpoint security, and VPN technologies.
- Experience supporting enterprise environments including ERP, ITSM, and multi-site infrastructures, ensuring operational continuity and business alignment.
- Familiarity with RBAC (Role-Based Access Control) and enterprise file structures.
- Recognized as a subject matter expert (SME) in key applications, driving process improvements, system optimization, and service excellence.
Other Skills
- Strong customer service skills and ability to work under pressure; ability to maintain awareness of and seek to meet the needs and wants of the user without being prompted.
- Good verbal, written and interpersonal communication skills.
- Solid organizational skills and the ability to handle multiple projects simultaneously.
- Strong problem-solving, communication, and customer service skills with a proactive, solutions-oriented mindset.
- Ability to work independently and prioritize effectively.
- Strong documentation and organizational skills.
- Proactive mindset with a focus on continuous improvement and ownership of service delivery.
- Experience supporting manufacturing or multi-site environments is a plus.
Language Skills
Ability to write routine reports and correspondence. Ability to communicate effectively with employees at all levels of the organization.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
Technical Skills
- OS: Windows 11
- Networking Fundamentals
- Understanding of Windows Server
- Microsoft Office 365
- Active Directory
- Ticketing system
- VOIP and MS Teams phone systems
- Desktop/Laptop client operating system setup, config, and migration
Reasoning Ability
Ability to apply common sense understanding to carry out instruction furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Requires the use of hearing protection and hair restraints when in the plant. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or touch objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; reach above shoulders; climb or balance; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The position is an office-based position with some local travel required.
Steele Solutions is an Equal Opportunity Employer and participates in E-Verify. We are committed to maintaining a lawful workforce and verify employment eligibility for all newly hired employees in accordance with federal requirements.