Help Desk Tier 1

Blue Technologies; Cleveland (OH); Hybrid; USD 40,000 - 48,000; Full time

Job summary

Blue Technologies, Inc. in Cleveland, Ohio is seeking an entry-level Help Desk Technician to join a customer-service oriented team. You will respond to inbound calls and emails, diagnose hardware and software issues, and document solutions for end users.

Ideal candidates have 1-2 years of help desk experience or equivalent familiarity with Microsoft operating systems, Apple hardware/software, and basic networking. CompTIA A+ and Network+ credentials are highly preferred.

Qualifications

• 1-2 years of previous Help Desk experience preferred.
• Knowledge of computer hardware and Microsoft operating systems (server and desktop).
• Familiarity with Apple hardware and software is a plus.

Responsibilities

• Provide technical assistance over the phone, email, chat, and in person to internal users and external customers.
• Research and document best practices and procedures.
• Diagnose, resolve, and document hardware and software issues.

Skills

Customer service

Communication skills

Problem solving

Team player

Windows OS knowledge

Education

CompTIA A+

Network+

MCSA

Tools

Ticketing system

Knowledge base

Job description

Blue Technologies, a privately held company in Cleveland, Ohio, is seeking an entry-level Help Desk Technician. This individual will be motivated and dedicated to customer service. Responsible for creating and maintaining customer relationships by answer inbound phone calls in a polite and professional manner. Also while responding to support queries submitted by email and/or other means in a timely manner. This person is very team oriented and has a positive mental mind set. In order to achieve success in this role, they must be an active learner and willing to grow and develop with the company.

Tasks and responsibilities for this position are as follows:

• Provide technical assistance over the phone, electronically (email, chat, texting), and in person to both internal users and external customers
• Researches, develops and documents best practices and standard procedures using the knowledge management features of the service desk management tool.
• Assists in the creation and review of end-user documentation to ensure accuracy and consistency
• Diagnose, resolve, and document technical hardware and software issues
• Exercises independent judgment when implementing solutions
• Applies system analysis to document, analyze, and test computer systems
• Perform upgrades and patches
• Update inventories of hardware, software, and licensing
• Become familiar with and use company productivity tools such as the ticketing system, knowledge base, and phone functions
• Other tasks as assigned and in relevance to the need of the company
• The required knowledge and certifications are required for consideration:
• 1-2 years of previous Help Desk experience preferred
• Knowledge of computer network hardware
• Knowledge of Apple hardware and software
• Proficient in Microsoft Operating system (server and desktop)
• CompTIA A+ and Network +
• Highly preferred MCSA certification

Blue Technologies, Inc. (www.btohio.com) is an award-winning provider of document management and document hardware solutions both locally and nationally. Proudly and locally owned and operated in Cleveland, Ohio, we have been recognized for excellence in sales, service and philanthropy. We provide industry-leading products and services for the following business categories in the Cleveland, Akron, Canton, and Columbus markets: Hardware Solutions, Managed Print Services, Imaging Solutions, and Managed Services. Blue Technologies is a drug-free workplace and is proud to be an Equal Opportunity Employer.

The Technology You Need. The Local Team You Trust.