Brookpark, OH- Desktop Support Technician II

Heunets Inc; Ohio; On-site; USD 40,000 - 60,000; Full time

Job summary

Heunets Inc is looking for a skilled Desktop Support Technician to join their team as a 1099 contractor. The role involves providing onsite IT support, troubleshooting hardware and software issues, and ensuring seamless operational consistency across shifts. Candidates should have a background in Computer Science, at least 18 months of IT experience, and possess strong problem-solving and communication skills.

Qualifications

• Minimum of 18 months of IT experience required.
• Basic knowledge of Mac OS and mobile device management (iOS/Android).
• Experience with enterprise anti-virus solutions is a plus.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Maintain ticket updates for all reported incidents.
• Perform general preventative maintenance tasks on computers and printers.

Skills

Problem-solving

Communication

Teamwork

Analytical skills

Adaptability

Education

Background in Computer Science or related field

Tools

Windows 7-10

Microsoft Active Directory

GPOs

MS Office 365

Helpdesk ticketing systems

Job description

We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor.

The Desktop Technician will provide day-to-day onsite desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. The candidate will also facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

RESPONSIBILITIES

• Provide first/second level contact and problem resolution for customer issues.
• Work with third-party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems related to network connectivity and workstation hardware/software.
• Possess broad IT experience with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• This position requires flexibility and teamwork in a project-based environment. Candidate should be willing to perform other duties as assigned.

Ideal candidates must have the following qualifications and skills:

• Background knowledge in Computer Science or related field.
• Minimum of 18 months of IT experience.
• Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, helpdesk ticketing systems.
• Basic knowledge of Mac OS to support Apple PC users.
• Experience with mobile device management including iOS and Android, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Ability to multi-task, prioritize effectively, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptability and flexibility in a fast-changing industry and work environment.