{"id":4043703,"url":"https://alion.io/job/shorr-it-support-specialist-lead","title":"IT Support Specialist Lead","company":{"id":2714422,"name":"Shorr","domain":"shorr.com","url":"https://alion.io/company/shorr","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":{"grade":"B","score":82,"open_postings":7,"ghost_share":0,"stale_share":0.714,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Aurora, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":34,"max":37,"currency":"USD","period":"hour","gross":null,"usd_annual":74000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-06T11:33:36Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T03:52:12Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Together, We Own it! Start your employee owner journey with Shorr Packaging.\nShorr Packaging is looking for an enthusiastic and customer-focusedIT Support Specialist Lead to help deliver an exceptional technology support experience to our employees.\nThis is a hands-on, player-coach position for someone who enjoys supporting end users, resolving difficult technical incidents, and helping other support professionals grow. You will remain actively involved in the service desk queue while serving as the team’s first operational and technical escalation point.\nThe ideal candidate combines advanced troubleshooting skills with strong customer service, communication, coaching, and analytical abilities. You will help coordinate daily service desk activity, mentor team members, monitor service performance, and identify opportunities to improve processes and the overall end-user experience.\nThis position provides day-to-day work leadership but does not have formal personnel management responsibilities.\nWhat You’ll Do\nProvide Advanced End-User Support\nOwn and resolve incidents and service requests ranging from routine issues to complex, business-impacting problems.\nSupport local, remote, warehouse, and traveling employees.\nTroubleshoot Windows endpoints, business applications, hardware, printers, peripherals, network connectivity, VPN, multifactor authentication, mobile devices, and collaboration tools.\nProvide support for Microsoft 365 services, including Exchange Online, Microsoft Teams, OneDrive, identity, and access-related issues.\nMaintain ownership of incidents through resolution, coordinating with internal teams, suppliers, and third-party vendors when necessary.\nDocument troubleshooting, customer communications, next steps, and resolutions in the IT service management platform. \nLead Service Desk Queue Operations\nLead daily service desk queue reviews and help ensure each active ticket has an owner, priority, next action, and appropriate escalation path.\nAssign and coordinate work based on priority, technical skill, location, workload, service impact, and coverage requirements.\nMonitor unassigned, aging, inactive, blocked, high-priority, and service-target-at-risk tickets.\nServe as the first operational and technical escalation point for difficult or customer-impacting incidents.\nCoordinate the support response during high-priority incidents and promptly escalate significant risks or exceptions.\nHelp maintain appropriate coverage and consistent follow-through across the service desk.\nCoach and Mentor the Support Team\nProvide real-time coaching on troubleshooting methods, critical thinking, customer communication, documentation, ticket ownership, and escalation judgment.\nGuide team members through complex issues, helping them develop their own technical and problem-solving capabilities.\nUse ticket reviews and recurring incidents to identify skill gaps and development opportunities.\nConduct brief technical walkthroughs and recommend targeted training.\nContribute to the development of practical team skills matrices and technical development priorities.\nLead through credibility, sound judgment, clear communication, and consistent follow-through. \nImprove Service Quality and Processes\nReview ticket categorization, documentation, handoffs, resolution details, and closure quality.\nReinforce consistent use of approved tools, procedures, security controls, knowledge articles, and escalation paths.\nHelp coordinate recurring support activities, including employee onboarding and offboarding, access requests, equipment deployment, asset management, and device lifecycle activities.\nIdentify recurring incidents, process gaps, unnecessary manual work, training needs, and knowledge gaps.\nCreate and improve support procedures and knowledge articles.\nContribute to root-cause analysis, problem management, automation, self-service, and continuous improvement initiatives. \nReport on Service Desk Performance\nPrepare concise updates on queue health, ticket backlog, aging, workload, service risks, high-priority incidents, and recurring issues.\nTrack agreed service desk measures and use the results to identify trends and recommend corrective actions.\nCommunicate service impact, ownership, expected next steps, and resolution status to business users and IT stakeholders.\nHelp turn service desk data into practical recommendations that improve responsiveness, service quality, and the employee experience. \nWhat You’ll Bring\nFive or more years of progressive IT support experience, including ownership of complex incidents and service requests.\nExperience coordinating a service desk queue, balancing workloads, monitoring ticket aging, and working against defined service targets.\nDemonstrated ability to coach, mentor, and guide support professionals.\nStrong troubleshooting, analytical thinking, organization, communication, and customer service skills.\nAbility to lead peers effectively without relying on formal management authority.\nStrong ownership mentality and the ability to follow technical issues through resolution.\nExperience identifying recurring issues, process gaps, training needs, and opportunities for automation or self-service.\nAssociate degree, equivalent education, or comparable professional experience. \nTechnical Experience\nExperience supporting or administering several of the following:\nWindows endpoints and common business hardware\nPrinters, peripherals, and mobile devices\nMicrosoft 365, including Exchange Online, Teams, and OneDrive\nActive Directory and Microsoft Entra ID\nMicrosoft Intune or a comparable endpoint management platform\nVPN, network connectivity, DNS, DHCP, and multifactor authentication\nUser, group, device, identity, and access-management processes\nIT service management practices, including incident, request, problem, knowledge, asset, and service-level management\nRoot-cause analysis, service reporting, support documentation, testing, and implementation support\nPreferred Qualifications\nOne or more of the following certifications or comparable credentials are preferred:\nITIL 4 Foundation\nCompTIA A+\nCompTIA Network+\nCompTIA Security+\nMicrosoft 365 Certified: Endpoint Administrator Associate\nAdditional Information\nThis is an individual contributor position with day-to-day work leadership responsibilities.\nThe role requires frequent computer use, extensive typing, verbal communication, analytical reasoning, and handling of conventional computer equipment.\nOccasional lifting of equipment weighing up to 25 pounds may be required.\nAfter-hours or weekend work may occasionally be required for high-priority incidents, maintenance activities, projects, or service desk coverage. \nCompensation\nThe base pay range for this role is $34 - $37 per hour.\nShorr Packaging does not provide work authorization sponsorship for this position.\nShorr Benefits\n Employee Stock Ownership Plan (ESOP) - Together, We Own It!\n Comprehensive Employee Benefits: Medical, dental, vision, Paid Time Off and other insurance coverages\nGenerous PTO with vacation, sick and floating holidays.\n401K plan plus matching\nTeam based Employee Owner company culture\nShorr Packaging Corp is an equal-opportunity employer. It is the policy of Shorr Packaging Corp to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to protected veteran status or disability status or any other legally protected status.","description_format":"text","description_chars":7443,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Insurance coverage"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Packaging & Labeling"],"lifecycle":[{"event":"open","at":"2026-11-10T23:06:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":41,"reasons":["conf:0","win:early"],"computed_at":"2026-11-11T04:02:50Z"},"pay":{"stated_usd_annual":74000,"is_top_pay":false},"html_url":"https://alion.io/job/shorr-it-support-specialist-lead","json_url":"https://alion.io/job/shorr-it-support-specialist-lead.json","meta":{"generated_at":"2026-11-11T04:02:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3955,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2714422},"rest":"https://alion.io/mcp/rest/get_company?id=2714422"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshorr-it-support-specialist-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshorr-it-support-specialist-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshorr-it-support-specialist-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shorr-it-support-specialist-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshorr-it-support-specialist-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4043703}},{"tool":"search_jobs","arguments":{"company":"shorr.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4043703},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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