Help Desk Engineer I: End-User IT Support

Fleet Response; Hudson (OH); On-site; USD 40,000 - 50,000; Full time

Job summary

Fleet Response in Hudson, OH is seeking a Help Desk Support Engineer I to provide technical support across the end-user environment, ensuring reliable operation of computer systems, telephony, collaboration tools, endpoints, and identity services.

The role receives, prioritizes, documents, troubleshoots, and resolves end-user support requests using diagnostic tools and ticketing systems. It also supports device deployment, onboarding, asset management, and continuous improvement initiatives.

Qualifications

• High school diploma or equivalent.
• 1+ year of experience with computer-related configuration, maintenance, troubleshooting, or technical support.
• 1+ year of experience supporting Microsoft Office 365/Microsoft 365.
• 1+ year 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 prioritise competing requests and responsibilities.
• Strong initiative and ability to work successfully with minimal direction.
• Ability and willingness to work effectively as part of a collaborative technology team.

Responsibilities

• Respond to end-user support requests via 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.
• 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.
• Deploy and manage company devices and technology services for end users.
• Support secure onboarding and separation activities for company, client, and partner accounts.

Skills

Customer service

Troubleshooting

Communication

Documentation

Prioritization

Education

High school diploma or equivalent

Tools

Microsoft 365

Windows Server / Active Directory

Mobile Device Management

Microsoft Entra ID

PowerShell / Python

Endpoint security

Job description

Fleet Response in Hudson, OH is seeking a Help Desk Support Engineer I to provide technical support across the end-user environment, ensuring reliable operation of computer systems, telephony, collaboration tools, endpoints, and identity services.

The role receives, prioritizes, documents, troubleshoots, and resolves end-user support requests using diagnostic tools and ticketing systems. It also supports device deployment, onboarding, asset management, and continuous improvement initiatives.