What are the responsibilities and job description for the IT Support Specialist position at Herff Jones?
About Herff Jones
Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Our products include class rings and jewelry, caps and gowns, diplomas, announcements, and recognition programs. Since 1920, we have partnered with campuses nationwide to help build stronger communities and celebrate student milestones.
YOUR OPPORTUNITY
The Herff Jones IT Team is seeking an IT Support Specialist to join our Service Desk. Reporting to the Service Desk Manager, this is an onsite role based at our Indianapolis headquarters. It is an entry-level position ideal for someone building their career in IT support who is eager to learn, grows well in a team environment, and takes pride in delivering excellent customer service.
What You'll Do
As a first point of contact for IT support requests, you will triage incoming tickets, resolve common issues, and escalate appropriately. You will support remote employees, assist with onboarding and offboarding equipment workflows, and provide backup coverage for the local CTG team supporting Indianapolis plants and corporate offices. Day-to-day responsibilities include:
We're looking for a candidate with a genuine interest in IT and a customer-first mindset. You don't need to have all the answers — you need the curiosity to find them and the communication skills to keep users informed along the way.
This role requires regular physical activity in a plant and office environment, including:
Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state, or local law.
Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Our products include class rings and jewelry, caps and gowns, diplomas, announcements, and recognition programs. Since 1920, we have partnered with campuses nationwide to help build stronger communities and celebrate student milestones.
YOUR OPPORTUNITY
The Herff Jones IT Team is seeking an IT Support Specialist to join our Service Desk. Reporting to the Service Desk Manager, this is an onsite role based at our Indianapolis headquarters. It is an entry-level position ideal for someone building their career in IT support who is eager to learn, grows well in a team environment, and takes pride in delivering excellent customer service.
What You'll Do
As a first point of contact for IT support requests, you will triage incoming tickets, resolve common issues, and escalate appropriately. You will support remote employees, assist with onboarding and offboarding equipment workflows, and provide backup coverage for the local CTG team supporting Indianapolis plants and corporate offices. Day-to-day responsibilities include:
- Serve as Tier 1 intake for the Service Desk — logging, triaging, and prioritizing incoming support tickets via the ITSM platform (Freshservice)
- Provide remote support to field and off-site employees, diagnosing and resolving hardware and software issues via phone, email, and remote tools
- Support employee onboarding and offboarding: stage and image new equipment, configure accounts and access, and recover and wipe devices for departing staff
- Back up the local CTG team for hands-on desktop support across Indianapolis manufacturing plants and corporate offices
- Install, configure, and troubleshoot desktops, laptops, tablets, printers, docking stations, and peripherals
- Assist with routine software installations, OS updates, and endpoint maintenance tasks
- Document troubleshooting steps, resolution notes, and recurring issues to support knowledge base development
- Prepare surplus and returned equipment for reuse or disposal
- Participate in after-hours on-call rotation as needed
We're looking for a candidate with a genuine interest in IT and a customer-first mindset. You don't need to have all the answers — you need the curiosity to find them and the communication skills to keep users informed along the way.
- 1–2 years of experience in a help desk, desktop support, or related IT role preferred; recent graduates or candidates with equivalent hands-on experience are encouraged to apply
- CompTIA A certification (or comparable credential) strongly preferred; candidates actively pursuing certification will be considered
- Working knowledge of Windows OS, Microsoft 365 applications, and common desktop hardware
- Familiarity with ticketing/ITSM systems (e.g., Freshservice, ServiceNow, Jira) is a plus
- Strong communication and interpersonal skills — you'll interact with a wide range of users across multiple locations
- Ability to work independently, manage multiple open tickets, and escalate appropriately when needed
- ITIL Foundations certification is a plus, but not required
- High school diploma or equivalent required
- Associate's or bachelor's degree in information technology, Computer Science, or a related field preferred; equivalent hands-on experience accepted in lieu of degree
- CompTIA A or equivalent industry certification preferred
This role requires regular physical activity in a plant and office environment, including:
- Lifting, carrying, and transporting equipment — must be able to regularly lift up to 50 lbs
- Pushing and pulling equipment carts
- Standing, walking, bending, kneeling, and reaching
- Ability to work under desks and in equipment rooms as needed
- Prolonged periods of seated computer work
- Moderate noise levels typical in a manufacturing and office environment
Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state, or local law.