Helpdesk Technician I

FIT Technologies; Cleveland (OH); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Voluntary life insurance

Company-paid life insurance

Long-term disability

Paid time off

9 paid holidays

Paid military leave

Paid parental leave

Employee Stock Ownership Plan (ESOP)

401(k) with company match

Dependent Care FSA

Job summary

FIT Technologies in Cleveland, OH is seeking a Helpdesk Technician I to deliver technical assistance to clients and maintain their IT environments through ticket-based support. You’ll troubleshoot remotely and onsite as needed, prioritize SLA targets, and act as the first contact for technical inquiries.

Ideal candidates have foundational Windows, AD, MS Exchange, and networking knowledge, strong communication skills, and the ability to work independently in a fast-paced helpdesk setting.

Qualifications

• Troubleshoot, diagnose and document resolution steps.
• Master basic 3rd party ticketing systems.
• Strong written and verbal communication.
• Work independently with minimal supervision.
• Understand Windows versions, AD, MS Exchange, and Group Policy.
• Experience with Office applications (local and hosted).
• Know networking concepts and PC OS deployment.
• Explain technical info to clients with varying knowledge.

Responsibilities

• Provide technical assistance remotely and onsite as needed.
• Maintain daily service calls and meet SLA targets.
• Serve as first point of contact via phone or email.
• Perform remote troubleshooting and diagnostic questioning.
• Determine best solutions and escalate unresolved issues.
• Record events, problems and resolutions in logs.
• Update customer status and information as needed.

Skills

Ticketing system

Remote & onsite support

Windows OS basics

Active Directory

MS Exchange

Networking basics (TCP/IP, VLANs)

Customer service

Independent work

Documentation & logs

Communication skills

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 I

150 - Helpdesk Full Time Cleveland, OH, US

Salary Range: $45,000.00 To $50,000.00 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 125 staff supporting clients through Ohio and in metropolitan areas across 10 + 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.