Helpdesk Engineer

BlueBridge Networks, LLC; Ohio; On-site; USD 42,000 - 60,000; Full time

Job summary

BlueBridge Networks, LLC in Cleveland, OH, is seeking an IT Support Specialist to provide tier 1-2 helpdesk support and hands-on desktop assistance for Windows/Office environments. The role includes setup and maintenance of peripherals and on-site troubleshooting to keep critical systems available.

You will handle end-user inquiries via phone, email, and in person, document interactions in the ticketing system, and collaborate with teammates to resolve issues, including after-hours on-call as

Qualifications

• Provide tier 1-2 level IT support via remote access, phone, email, and in-person.
• Troubleshoot Windows/Office environments and end-user devices.
• Install and maintain peripherals and basic network components onsite.

Responsibilities

• Resolve end-user issues including email, password resets, printers, and Office365.
• Document all help desk interactions in the ticketing system.
• Collaborate with team and escalate complex problems to Team Lead as needed.

Job description

Job Description

• Provide tier 1-2 level support via remote access, telephone, email, and in-person correspondence
• Provide end-user desktop support and troubleshooting in Windows/Office environment
• Setup and install peripherals including but not limited to routers, phones, PC's, printers, and laptops in person.
• Installation and maintenance of EndPoint Protection software and removal of malware/exploits
• Answer incoming end-user inquiries via telephone and email and solve problems including email, password reset, printers, networking, Microsoft Office, Office365.
• Maintain, implement, analyze, troubleshoot and repair computer systems, hardware and computer peripherals
• Ability to work independently and in a team environment in order to provide IT solutions for customer's critical business systems
• Efficiently execute maintenance and support procedures, anticipating the needs of clients and communicating clearly with all interested parties using email, ticket tracking systems, telephone, and in-person correspondence
• Work with team members to resolve more complex problems and escalat(e?) difficult issues to Team Lead for additional technical assistance
• Log all help desk interactions within our ticketing system.
• Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed.
• Standard system administration duties including server install, System/Application install and patch management, Windows problem determination and resolution, log analysis, etc.
• Interface with third party vendors as liaison between client and vendor
• Utilize superior customer service skills
• Stay current with system information, changes, and updates
• Perform dispatching of new helpdesk tickets to the appropriate resource.

Company Description

Headquartered in Cleveland, Ohio, BlueBridge Networks is the region's leading total technology solutions provider. Our customer's utilize the best-in-class Cloud Services, Data Center Services and Backup/Replication Services. An ideal candidate will be able maximize the opportunity for businesses to get their messages across, save cost and remain highly available for their customers. With a network of state-of-the‑art, geographically diverse collocation facilities located in Cleveland, Mayfield Heights, and Columbus, as well as access to worldwide cloud nodes, BlueBridge maintains the highest standards for up‑time, quality and service, backed by the most powerful Service Level Guarantees in the industry.