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- Lansing, Michigan, United States
- Lansing, Michigan, United States
About
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 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.
Manage users, computers, and groups in directory services (Active Directory).
Provide basic user training when necessary.
Create and maintain appropriate documentation.
Identify user needs and present or implement solutions.
Serve as an on‑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 troubleshooting at the direction of the enterprise Server team.
Manage the installation and routing of cabling (Ethernet, fiber) to connect network and server infrastructure; ensure proper cable management.
Perform basic network and connectivity troubleshooting, including fiber optic cable diagnostics, escalating to the enterprise Network team as appropriate.
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.
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 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, 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 is 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 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 to careers@clevelandcliffs.com or 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.
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- English
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