Reports to: Information Technology Manager 

Location: Cincinnati, OH

Onsite Requirements: Onsite, remote flexibility as needed

Travel: No travel required

Work Authorization: Must be authorized to work in the U.S.

**Sponsorship is not available at this time**

Exemption Status: Exempt

Job Description

The IT Support Specialist is the primary owner of day-to-day technical support at Waites. This role handles support for our internal employees, end-user devices, onboarding, offboarding, workplace technology, and routine account and license administration. This position will also lead various projects within the Information Technology department to continuously increase our customer delight. This is not a typical help desk role as you will have the ability to grow and expand as the department does as well.

The IT Support Specialist is expected to operate independently on routine work, exercise good judgment on when to escalate, and will work directly with IT leadership day to day.

This position will give you the opportunity to support:

Service Desk & End-User Support:

• Serve as the first point of contact for technology support requests across the company

• Own the support queue — triage, prioritize, resolve, and communicate status through to closure

• Troubleshoot hardware, software, connectivity, and peripheral issues for end users

• Build and maintain documentation, knowledge base articles, and self-service resources

• Foster a responsive, customer-first support experience

Device & Asset Management:

• Provision, image, configure, and deploy laptops, desktops, and mobile devices

• Manage device lifecycle from intake through deployment, refresh, retirement, and secure disposal

• Maintain accurate IT asset inventory and records

• Ensure that our devices stay fully compliant with our SOC-2 security initiatives Onboarding & Offboarding:

• Execute new hire technology setup including accounts, hardware, access, and orientation to core tools

• Execute offboarding such as account deactivation, access revocation, and device recovery

• Follow established runbooks, document exceptions, and recommend improvements to the process Account & Access 

Administration:

• Administer user accounts and group membership across Google Workspace and business applications, within approved policy

• Process access requests through defined approval workflows

• Administer physical access and badge management for Waites facilities

• Escalate any request that falls outside established policy rather than granting exceptions

• Periodic reviews of our key systems to ensure there are no unintended access gaps Workplace & Site Technology:

• Support conference room technology, audio/visual equipment, printers, and shared workplace systems

• Provide first-line support for World HQ on-site network connectivity issues

• Coordinate with vendors and service providers for warranty and project work

Security Operations Support:

• Monitor and triage endpoint security alerts, escalating in line with defined thresholds

• Verify patch and update compliance across company devices

• Support security awareness activities, including phishing simulation follow-up

• Assist in gathering evidence and documentation for ISO-9001, SOC II, and GDPR audit activity Applications & License Administration:

• Perform routine SaaS license administration, reconciliation, and usage reporting

• Support end users across core business applications

• Assist with rollout, enrollment, and first-line questions for approved AI tools Continuous Improvement:

• Identify recurring issues and recommend permanent fixes rather than repeat remediation

• Contribute to end-user training, documentation, and technology adoption

• Stay current with relevant tools and support practices

• Carry out additional responsibilities as needed to support business objectives

Qualifications & Requirements:

• Associate’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience

• 2–4 years of experience in technical support, service desk, or desktop support

• Hands-on experience supporting Windows and macOS devices in a business environment

• Familiarity with Google Workspace and/or Microsoft 365 administration

• Working knowledge of core networking concepts and the ability to troubleshoot connectivity issues

• Experience working within a ticketing system and meeting response expectations

• Experience with endpoint security tooling desired

• Excellent communication skills and a strong customer service orientation, including with non- technical colleagues

• Strong problem-solving skills and the ability to prioritize competing requests independently

• Sound judgment about when to resolve and when to escalate

• Familiarity with legal, statutory/regulatory requirements such as: ISO-9001, GDPR and SOC II desired

• CompTIA A+, Network+, or comparable certification desired

Culture Fit Requirements

• High intellect and strong analytical skills

• Innovative and driven to constantly improve

• Ability to balance strategic vision with operational execution

• Non-bureaucratic, flexible, and able to thrive in a fast-moving environment

• Positive energy and attitude towards people and problem-solving

• Demonstrates a balance of humility, strong work ethic, and interpersonal savvy (“Humble, Hungry, and Smart”) in approach to teamwork and problem-solving

• “Can Do” mentality

Why Waites?

At Waites, we offer an attractive base salary with a strong history of profit sharing. We are intensely

customer-focused, with a culture that encourages hard work, fun, and mutual success. As we continue

to grow, there will be many opportunities for professional advancement and development. If you are a

talented IT professional looking for an exciting new challenge, please apply!

Learn more about who we are and what we do by checking out our website at www.waites.net.

WST is an Equal Opportunity Employer.