Hybrid IT Support Specialist presso MetLife Legal Plans

MetLife Legal Plans is looking to add an IT Support Specialist to our IT Service Delivery team here in Cleveland, Ohio.

This will be a hybrid position with expectations to work out of our Cleveland, OH HQ a minimum of 3 days per week.

This individual will report directly into our IT Service Delivery Manager.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Core 4:

• Put customers first
• Be the Best
• Make things easier
• Succeed together

A day in the life of an IT Support Specialist at MetLife Legal Plans: 

We are seeking a highly motivated, innovative, customer-focused individual to join our IT Service Delivery team as an IT Support Specialist. This role will be responsible for providing front-line technical support to internal staff across our organization, working closely with the Support Engineer to monitor queues, effectively troubleshoot incidents, and resolve issues effectively and timely. This role will also collaborate with engineers in the IT Service Delivery team and the broader IT Operations team to work on complex issues and projects as they are assigned. This role also is expected to share a responsibility for documenting solutions, managing onboarding, offboarding, and role change requests, and ensure all work is completed in a timely manner. The successful candidate will have a passion for technology, have excellent communication and troubleshooting skills, is a self-starter that is motivated to deliver the best technical service possible, with a desire to grow their career in IT.

Responsibilities (Essential Duties and Responsibilities)

• Provide front-line, first contact technical support via phone, Microsoft Teams, email, or in-person
• Delivering quality support work, driving customer satisfaction and accurate solutions
• Logging all support requests and escalate to the appropriate team members as needed
• Contribute to documenting processes, solutions, and self-help knowledge to support staff.
• Troubleshoot hardware and software issues, effectively diagnose problems, and provide timely and accurate solutions
• Assist in the deployment, maintenance, and life cycling of all software assets
• Prepare, deploy, maintain, and lifecycle company-managed hardware assets
• Delivering timely and accurate onboarding, offboarding, and role change requests
• Collaborate with other IT Service Delivery, IT Operations, and Tech Engineering peers to troubleshoot and resolve complex issues
• Assist in the maintenance and enhancement of MLP’s Microsoft M365 environment, with an emphasis on SharePoint, Teams, Entra, Intune, and Exchange
• Promote innovative solutions to problems or inefficiencies

Minimum Qualifications (Knowledge, skills, and abilities required):

• Associate’s Degree in Information Technology or related field, Certifications (CompTIA A+, Microsoft Certified Professional, etc.), or 2 years of IT Support experience, including Service Desk, Helpdesk, or similar roles
• Strong proficiency with Windows 11 systems
• Strong understanding of network concepts and technologies
• Strong troubleshooting skills and methodologies
• Excellent communication skills, both verbal and written
• Ability to multitask and prioritize effectively in a fast-paced environment
• Customer-focused attitude and strong problem-solving skills

Preferred Qualifications:

• Advanced knowledge of the Microsoft M365 Administration platform
• Modern ticket management solutions (FreshService or similar)
• 3-5 years IT Support experience, including Service Desk support
• Strong asset management skills and knowledge
• Experience supporting and managing MacOS and Linux endpoints
• Background in security concepts and identity management
• Expertise in onboarding, offboarding, and role change requests

Candidate Attributes:

• Resilient, resourceful & solutions-oriented
• Client focused mindset with the ability to tackle issues and resolve problems
• Get-it-done mentality 
• Ability to think outside of the box 
• Adaptable; finds a way to get things done regardless of the roadblocks they may encounter
• Takes initiative without being asked

Position Type and Expected Hours of Work:

• This is a full-time position
• Working hours are Monday to Friday, 8am to 5pm
• Position will be hybrid with an expectation of being in our Cleveland office a minimum of 3 days each week.
• Expected to go into the office on remote days if needed

Travel:

• 10% travel or less required for this role. No normal travel scheduled.

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.