Level 1 Helpdesk Technician

PERRY proTECH; Lima (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

ESOP

Job summary

PERRY proTECH in Lima, OH is seeking a Level 1 Helpdesk Technician to be the first point of contact for clients seeking technical assistance by phone, email, or ticketing system.

As a valued employee-owner, you will troubleshoot issues remotely and on-site, document interactions, and strive for first contact resolution while delivering friendly, clear guidance. Associate degree or equivalent tech experience preferred, MCSE a plus.

Qualifications

• Associate degree or equivalent experience in a relevant technical field.
• Experience in a help desk or customer service support position.
• MCSE or equivalent certification is a plus.
• Strong verbal and written communication skills.

Responsibilities

• Provide client support and troubleshooting on technical issues.
• Respond to requests for technical assistance via phone, email, or ticketing system.
• Analyze client needs, recognize business opportunities, and influence service quality.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Prioritize first-call resolution to maximize customer satisfaction and minimize escalation.
• Log all interactions in the ticketing system and track resolutions.
• Provide customer training on products installed.

Skills

Time management

Technical skills

Problem-solving

Communication

Customer service

Self-motivated

Organization

Education

Associate degree or technical field experience

Tools

MCSE

Job description

Build your future with a company that’s built on people.

At PERRY proTECH, you’re more than an employee — you’re an owner.

Some companies talk about treating their people like family. At PERRY proTECH, we go further — we make our people owners. When you join us, you don’t just work for the company, you help shape it. Every idea, every contribution, every effort moves us all forward.

This isn’t just a place to have a job. It’s a place to build a career you can be proud of — with growth, recognition, and real ownership in the future you’re helping to create.

A culture that cares

What makes PERRY proTECH a great place to work?

At PERRY proTECH, you’re more than just an employee — you’re an owner. We invest in your growth, celebrate your wins, and give you the tools, training, and trust to build a career you’re proud of.

We're more than just a paycheck

Benefits that set us apart.

When you join PERRY proTECH, you’re not just taking a job — you’re building a future. Here’s how we make that possible:

Awards and recognition

We love celebrating our employee success.

We’re proud to celebrate the accomplishments of our employee-owners every year through programs like:

Position:Level 1 Helpdesk Technician

Location: Lima, OH

Job Id:1217

# of Openings:1

Become an Employee-Owner at PERRY proTECH! As a Level 1 Helpdesk Technician, this person will serve as the first point of contact for clients seeking technical assistance over the phone, via email. or ticketing system.

About the Role: Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Become an Employee-Owner at PERRY proTECH! As a Level 1 Helpdesk Technician, this person will serve as the first point of contact for clients seeking technical assistance over the phone, via email. or ticketing system. About the Role: Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Provide client support and troubleshooting on technical issues at a level consistent with performance expectations
• Respond to requests for technical assistance via phone, email, or the ticketing system.
• Analyze client needs, recognize business opportunities, and influence sales volume growth.
• Perform remote troubleshooting though diagnostic techniques and pertinent questions
• Prioritize first call resolution to maximize client satisfaction and minimize escalation needs.
• Log all internal and external client interactions, noting troubleshooting, resolution, or escalation
• Follow up with customers and users to complete the resolution and ensure customer satisfaction
• Provide training to customers on products installed

• Excellent time management abilities
• Strong technical and analytical abilities
• Detail-oriented & organized
• Excellent problem-solving skills and a solutions-oriented mindset
• Ability to handle difficult or emotional customer situations
• Self-motivated, flexible, and takes initiative
• Excellent verbal and written communication skills
• Associate degree or equivalent experience in a relevant technical field
• MCSE or equivalent experience is a plus
• Previous experience in a help desk or customer service support position

Why Join our Team of Employee Owners?

We are proud to be employee owned! Employees of PERRY proTECH share in ownership through our Employee Stock Ownership Plan (ESOP.) Our ESOP is an additional retirement benefit that holds stock in our company. When the company does well, our employees share in the rewards of our success.

You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP), an added retirement benefit that is completely paid for by PERRY proTECH. Our ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer!

We know choosing your next career move is a big decision. These FAQs cover what it’s like to work at PERRY proTECH — from benefits to growth opportunities to what makes us different as an employee-owned company.