IT Helpdesk Technician - Remote & Onsite Support

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

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.