Frontline IT Help Desk Technician (Tier I)

Thecentersohio; Cleveland (OH); On-site; USD 40,000 - 55,000; Full time

Job summary

Thecentersohio is seeking a Desktop Support Technician – Tier I to deliver frontline IT support for staff across desktops, laptops, mobile devices, and peripherals. You will handle routine hardware and software issues, document steps, and escalate complex problems to Tier II as needed.

Proficiency with Microsoft 365, Windows, and VPN is expected, along with strong customer service, organization, and communication skills. Shifts may include early or late hours with after-hours on-call support.

Qualifications

• High School Diploma or GED required.
• CompTIA A+, Microsoft, or similar entry-level industry certifications is a plus.
• 1–3 years of Help Desk, desktop support, technical support, or related IT experience required; relevant coursework or certifications may count.

Responsibilities

• Provides Tier I technical support for routine hardware, software, and connectivity issues.
• Acts as frontline point of contact for employees seeking tech assistance.
• Documents troubleshooting steps and resolutions in the ticketing system in accordance with SOPs.
• Escalates complex issues to Tier II with complete documentation.

Skills

Customer service

Troubleshooting

Communication

Documentation

Education

High School Diploma or GED

Tools

Microsoft 365

Windows OS

VPN

Job description

Thecentersohio is seeking a Desktop Support Technician – Tier I to deliver frontline IT support for staff across desktops, laptops, mobile devices, and peripherals. You will handle routine hardware and software issues, document steps, and escalate complex problems to Tier II as needed.

Proficiency with Microsoft 365, Windows, and VPN is expected, along with strong customer service, organization, and communication skills. Shifts may include early or late hours with after-hours on-call support.