Entry-Level IT Help Desk Engineer – End-User Support

Fleet Response, Inc.; Hudson, Northern (OH, KY); Hybrid; USD 40,000 - 50,000; Full time

Job summary

Fleet Response, Inc. is seeking a Help Desk Support Engineer I in Hudson, OH. The role provides first-line technical support across the end-user environment, handling devices, software, telephony, and identity services to ensure reliable operations.

You will triage, document, troubleshoot, and resolve user requests, while assisting with onboarding, asset management, and continuous improvement initiatives. Strong customer service and teamwork are essential.

Qualifications

• High school diploma or equivalent.
• 1+ years of computer-related configuration, maintenance, troubleshooting, or technical support.
• 1+ years of experience supporting Microsoft 365.
• 1+ years of experience supporting Windows Server and Active Directory.
• Demonstrated ability to provide high-quality, customer-focused technical support.
• Strong troubleshooting and problem-solving capabilities.
• Strong listening, communication, follow-through, and follow-up skills.
• Ability to identify customer needs and communicate technical information effectively.
• Ability to multitask and prioritize competing requests and responsibilities.
• Strong initiative and ability to work with minimal direction.
• Ability to work collaboratively as part of a team.

Responsibilities

• Respond to incoming end-user support requests submitted by telephone, email, ticketing portal, or other approved support channels in a courteous and timely manner.
• Gather and document relevant end-user information, including name, department, contact information, affected systems, and details regarding the technical issue or request.
• Build rapport with end users and ask appropriate questions to accurately identify and understand technical problems.
• Prioritize and schedule support requests based on urgency, impact, and business needs.
• Escalate complex or unresolved issues to the appropriate technical team member or leader when necessary.
• Record, track, and document troubleshooting steps, actions taken, decisions made, and final resolutions within the help desk ticketing system.
• Use diagnostic tools and technical resources to identify and resolve hardware, software, application, connectivity, and other technology issues.
• Research software updates, drivers, knowledge bases, support agreements, FAQs, and other technical resources to support issue resolution.
• Maintain working knowledge of the software, hardware, systems, and services used and supported by Fleet Response.
• Ensure documented security practices, access requirements, and technology procedures are followed during all support activities.
• Perform hands-on desktop and endpoint support, including installing and upgrading software, installing hardware, configuring applications, performing backups, and reformatting devices when necessary.
• Deploy and manage company devices and technology services for end users.
• Support secure onboarding and separation activities for company, client, and partner accounts.
• Administer user and application access rights and escalates access requests when additional authorization is required.
• Perform preventative maintenance and routine checks of workstations, printers, peripherals, and other supported technology equipment.
• Test implemented fixes to confirm issues have been fully resolved.
• Conduct post-resolution follow-up when appropriate to confirm user needs have been met.
• Develop and maintain help sheets, FAQs, procedures, and other user-friendly support documentation.
• Maintain and audit Fleet Response’s technology asset inventory.
• Coordinate work with other IT teams, vendors, supervisors, managers, and business partners as needed.
• Conduct basic technical research, gather data, prepare reports, and support department surveys or operational analysis.
• Create, document, and communicate efficient procedures for assigned areas of responsibility.
• Provide presentations, technical guidance, or user education when appropriate.
• Maintain organized technical documentation, reference materials, procedures, and knowledge resources to support continuity within the department.
• Provide high-quality customer service and communicate accurate and timely information to employees and other groups supported by Information Technology.
• Identify recurring issues or opportunities for improvement and recommend changes to procedures, systems, or support practices.
• Maintain confidentiality of sensitive company, employee, customer, legal, financial, and other protected information encountered through job responsibilities.
• Support other Information Technology team members and departmental priorities as business needs require.

Skills

Windows Server

Active Directory

Microsoft 365

Help desk

Customer support

Troubleshooting

Documentation

Onboarding/offboarding

Remote support

PowerShell

Python

Education

High School Diploma or equivalent

Tools

Office 365

Job description

Fleet Response, Inc. is seeking a Help Desk Support Engineer I in Hudson, OH. The role provides first-line technical support across the end-user environment, handling devices, software, telephony, and identity services to ensure reliable operations.

You will triage, document, troubleshoot, and resolve user requests, while assisting with onboarding, asset management, and continuous improvement initiatives. Strong customer service and teamwork are essential.