IT Help Desk

Warwick Communications; Broadview Heights (OH); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Warwick Communications is looking for a Help Desk Technician in Broadview Heights, Ohio. This hybrid role involves supporting end users, managing ticket requests, and assisting with IT equipment setup.

Ideal candidates will have at least one year of experience in IT support, a Bachelor's degree is preferred, and proficiency in Windows systems. This position offers growth opportunities to advance your IT career.

Qualifications

• 1 year experience in general IT troubleshooting and Helpdesk.
• Experience supporting Win 10 & 11, Windows Server.
• Basic knowledge of ticketing systems.

Responsibilities

• Provide support to end-users through direct communication.
• Escalate unresolved issues to senior support.
• Monitor ticket queue for new support requests.
• Dispatch tickets to senior technicians as needed.
• Provision, configure, and deploy new equipment.
• Manage inventory of IT equipment and assets.

Skills

IT troubleshooting

Customer Service

Active Directory

Network troubleshooting

Teamwork

Documentation

Education

Bachelor’s Degree in Information Technology or related field

Tools

Microsoft Office 365

Meraki Firewalls

Windows Server 2012-2022

Ticketing systems

Job description

Position Summary

A Growing Managed Service Provider in the Greater Cleveland area is in search of a Help Desk Technician. This position is hybrid. Office in Broadview Heights, Ohio with clients throughout Northeast Ohio.

Key Responsibilities

• Provide support to end users through direct communication to resolve urgent or priority requests; this involves identifying problems, researching answers, and guiding users through next steps.
• Escalate unresolved/challenging issues to senior level support and/or vendors & contractors in a timely manner.
• Monitor ticket queue for new support requests.
• Dispatch tickets as needed to senior level technicians.
• Provision, Configure, and Deploy new equipment for end users.
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments.
• Utilize strong problem-solving to solve complex technical problems alongside the IT team.
• Provide user support after hours and on weekends as needed (on-call rotation).
• Oversee the inventory of IT equipment and assets, ensuring accurate counts of all equipment.
• Performs other IT related duties as directed and assigned by IT Services Operations Manager
• Maintain and update client documentation knowledge base.
• Participate in ongoing IT training

Growth Plan for Position

This position allows for growth, based on the candidates desired career path.

Education

Bachelor’s Degree in Information Technology, Computer Science, or related field preferred, but not required.

Experience

• 1 year experience in general IT troubleshooting and Helpdesk (Tier 1 and Tier 2 hardware and software).
• 1 year experience in supporting Win 10 & 11, Windows Server 2012-2022
• 1 year experience in Microsoft Office 365 support.
• 1 year experience in PC hardware and software support and troubleshooting.
• Basic knowledge of ticketing systems and managing/prioritizing workload and multiple support requests.
• Ability to travel to local client locations when needed to support IT infrastructure and needs.
• Basic network troubleshooting.

Skills / Knowledge

• Minimum 1 year in a similar position.
• Professional IT certificate on computer support (hardware and software), preferred.
• Experience in training end-users.
• Familiar with Active Directory, Group Policies, DNS, and DHCP
• Familiar with Meraki Firewalls and Access Points
• Familiar with network switches
• Familiar with network cabling
• Customer Service Centric
• Organization and Multitasking
• Teamwork and Collaboration
• Conflict Management
• Documentation

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

We'd love to meet you. Tell us about yourself!