Helpdesk Technician

FIT Technologies; Cleveland (OH); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Company-paid life insurance and long‑t

Paid time off and 9 holidays

Paid military leave

Paid parental leave

Employee Stock Ownership Plan (ESOP)

401(k) with company match

Dependent Care FSA

Job summary

FIT Technologies, headquartered in Cleveland, OH, is seeking a Helpdesk Technician I to provide technical assistance and support to clients. The role involves monitoring, maintaining client environments, and handling support calls and tickets to resolve issues end-to-end.

The position emphasizes remote and occasional onsite support, strong communication, and a focus on customer service. A+ / Network+ / MTA / MCSA certifications are desirable but not required.

Qualifications

• Troubleshoot, diagnose and document steps taken to resolution.
• Master use of a 3rd party ticketing system.
• Organizational, written/verbal communication skills, and interpersonal skills.
• Exemplary customer service skills.
• Ability to work independently with minimal supervision.
• Basic understanding of Windows, Active Directory, MS Exchange, and Group Policy.
• Experience with Microsoft Office applications (local and hosted).
• Networking concepts such as TCP/IP addressing and VLANs.
• Knowledge of network-based OS deployment.
• Ability to explain technical information to clients with varying knowledge.
• Experience in a technical support environment.
• Familiarity with IT policies and procedures.
• Ability to diagnose and report networking problems.
• A+, Network+, MTA, MCSA certifications are desirable.

Responsibilities

• Supporting client environments remotely and onsite as needed.
• Maintaining daily service calls and meeting SLA time frames.
• Serving as the first point of contact for customers seeking technical assistance by phone or email.
• Performing remote troubleshooting through diagnostic techniques and questions.
• Determining the best solution based on issue details.
• Escalating unresolved issues to the next level of support.
• Providing accurate information on IT products or services.
• Recording events, problems, and resolutions in logs.
• Following up and updating customer status and information.

Skills

Troubleshooting

Ticketing system

Customer service

Windows OS basics

Active Directory

MS Exchange

Group Policy

Networking fundamentals

Remote support

Communication skills

Independent work

IT policies

IT hardware/software knowledge

Tools

3rd party ticketing system

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Helpdesk Technician

Full Time Technical Cleveland, OH, US

11 days ago Requisition ID: 1177

Salary Range: $45,000.00 To $55,000.00 Annually

Summary

The successful candidate in the Helpdesk Technician I role provides technical assistance and support to clients of FIT Technologies. The Helpdesk Technician I supports, monitors, and maintains the client environment through support calls and tickets requests.

Key Responsibilities

• Supporting various client environments remotely and occasionally onsite.
• Responsible for maintaining daily service calls and meeting requested SLA time frames based on client expectations.
• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.

Required Qualifications

• Ability to troubleshoot, diagnose and solve problems as well as document steps taken for resolution.
• Ability to master use of 3 rd party ticketing system.
• Organizational, written/verbal communication skills, and interpersonal skills.
• Exemplary customer service skills.
• Ability to work independently with minimal supervision.
• Basic understanding of varying versions of Microsoft Windows, Active Directory, MS Exchange, and Group Policy.
• Experience with Microsoft Office applications local and hosted.
• Comprehension of networking protocols and concepts such as TCP/IP addressing and VLANS.
• Familiarity with network-based PC operating system deployment.
• Ability to relay technical information and instructions to clients who possess varying ranges of technical knowledge and background.
• Experience working in a technical support environment.
• Understanding and familiarity with published IT policies and procedures.
• Ability to diagnose and accurately report networking problems.
• A+, Network+, MTA, MCSA certifications are desirable.

Working Conditions + Physical Requirements

This position primarily operates in a professional office environment. Regular, in-person attendance at FIT Technologies Headquarters during standard business hours is required to perform the essential function of this role. The position requires prolonged periods of sitting, working at a computer, and participating in in-person meetings. Specific scheduling expectations will be determined by leadership based on business needs. Occasional evening and weekend work to support meetings, events, or deadlines, occasional work weeks of more than 40 hours.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time with or without notice. Nothing in this job description creates an employment contract, implied or otherwise.

Headquartered in Cleveland, FIT Technologies is an employee-owned company (ESOP) with more than 140 staff supporting clients through Ohio and in metropolitan areas across 15 + states.

FIT Technologies offers a comprehensive benefits package, including:

• Health, dental, vision, and voluntary life insurance
• Company-paid life insurance and long-term disability
• Paid time off and 9 paid holidays
• Paid military leave
• Paid parental leave
• Employee Stock Ownership Plan (ESOP)
• 401(k) with company match
• Dependent Care FSA

To promote a healthy work environment and provide exemplary customer service, FIT Technologies is a non-smoking workplace and does not hire tobacco or vape users.

FIT Technologies is an equal opportunity employer and welcomes diversity in our workforce. We do not discriminate – and take active steps to prevent discrimination – in employment, recruitment, compensation, promotion, termination, or any other employment practice on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran status, sexual orientation, gender identity, or gender expression.