Location: Tilden, MI
Cleveland-Cliffs is in search of an IT Support Engineer for its Tilden Mine 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.
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 ensuretimelyresolution 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 toroot cause and close the ticket completely the first time, rather than reassigning or deferring it.
Manage users, computers, and groups in directory services (Active Directory).
Provide basic user training when necessary.
Create andmaintainappropriate documentation.
Identifyuser needs and present or implement solutions.
Serve asanon-site physical resource for the enterprise Network and Server teams, executing hardware tasks that require a local presence.
Install, rack, cable, and replace network equipment including routers, switches, firewalls, and wireless access points under the direction of the enterprise Network team.
Perform physical server hardware tasks including installation, replacement of failed components, and hands-on troubleshootingatthe direction of the enterprise Server team.
Manage the installation and routing of cabling (Ethernet, fiber) to connectnetworkand server infrastructure; ensure proper cable management.
Perform basic network and connectivity troubleshooting, including fiber optic cable diagnostics, escalating to the enterprise Network team asappropriate.
Coordinate andassistwith annual hardware refresh deployments on-site; support remote imaging and configuration processes defined by the EUX team.
Maintainaccurateinventory of all IT equipmentlocatedon-site.
Administer and support local servers (virtual and physical), storage, switches, wireless access points, VoIP phones, and network cameras withinOneCliffsstandards.
Support LANs, WANs, network segments, and intranet/internet connectivity at the site level.
Support specialized systems such as premises security (Avigilon), scale systems, conference room technologies, and other computer-controlled industrial equipment.
Collaborate with existing and new vendors to support IT systems.
Participate in technical research and development to enable continuing innovation within existingandnewtechnologies.
Perform workin accordance withCliffs' 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-hourssupport for critical incidents.
Occasional travel to othercompanylocations may berequired.
Perform other tasks asrequired.
Minimum Qualifications
Bachelor's Degree in a related field or equivalent experience.
Minimum 3 years' experience in a technical IT role withdemonstratedskillsinActive Directory administration,Serverand network administration (LAN/WAN, switches, wireless),Desktop and endpoint technologies,Wireless and mobility technologiesandPhysical 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 communicationskills, both written
Working fully onsiteis required
Preferred Qualifications
A+ Certification.
Network+ Certification.
Experience working in a manufacturing or mining environment.
Experience with ServiceNow or similar IT ticketing platforms.
Cleveland-Cliffs is a leading North America-based steel producer with focus on value-added sheet products, particularly for the automotive industry. The Company is vertically integrated from the mining of iron ore, production of pellets and direct reduced iron, and processing of ferrous scrap through primary steelmaking and downstream finishing, stamping, tooling, and tubing. We offer an excellent total compensation package, including competitive pay with variable compensation opportunity, health insurance, retirement plan, education assistance, paid time off, and more.
Cleveland-Cliffs Inc. is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail [email protected] call 1-(312) 899-3097 and let us know the nature of your request and your contact information. Do not email your application materials to this email address. Application materials sent to this email address will not be considered.
Cleveland-Cliffs Inc. is an equal opportunity employer - M/F/Veteran/Disability. We are a drug-free workplace and conduct pre-employment screening as a condition of employment.
