IT Help Desk

Position Summary:
A Growing Managed Service Provider in the Greater Cleveland area is in search of a Help Desk Technician. This position is hybrid. Office in Broadview Heights, Ohio with clients throughout Northeast Ohio.

Key Responsibilities:

• Provide support to end users through direct communication to resolve urgent or priority requests; this involves identifying problems, researching answers, and guiding users through next steps.
• Escalate unresolved/challenging issues to senior level support and/or vendors & contractors in a timely manner.
• Monitor ticket queue for new support requests.
• Dispatch tickets as needed to senior level technicians.
• Provision, Configure, and Deploy new equipment for end users.
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments.
• Utilize strong problem-solving to solve complex technical problems alongside the IT team.
• Provide user support after hours and on weekends as needed (on-call rotation).
• Oversee the inventory of IT equipment and assets, ensuring accurate counts of all equipment.
• Performs other IT related duties as directed and assigned by IT Services Operations Manager
• Maintain and update client documentation knowledge base.
• Participate in ongoing IT training

Growth Plan for Position:
This position allows for growth, based on the candidates desired career path.

Position Requirements:

Education:
Bachelor’s Degree in Information Technology, Computer Science, or related field preferred, but not required.

Experience:

• 1 year experience in general IT troubleshooting and Helpdesk (Tier 1 and Tier 2 hardware and software).
• 1 year experience in supporting Win 10 & 11, Windows Server 2012 -2022
• 1 year experience in Microsoft Office 365 support.
• 1 year experience in PC hardware and software support and troubleshooting.
• Basic knowledge of ticketing systems and managing/prioritizing workload and multiple support requests.
• Ability to travel to local client locations when needed to support IT infrastructure and needs.
• Basic network troubleshooting.

Skills/Knowledge:

• Minimum 1 year in a similar position.
• Professional IT certificate on computer support (hardware and software), preferred.
• Experience in training end-users.
• Familiar with Active Directory, Group Policies, DNS, and DHCP
• Familiar with Meraki Firewalls and Access Points
• Familiar with network switches
• Familiar with network cabling

Critical Competencies:

• Customer Service Centric
• Organization and Multitasking
• Teamwork and Collaboration
• Conflict Management
• Documentation

 
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.