Onsite IT Support Specialist - Customer Excellence

Computer Aid; Ohio; On-site; USD 60,000 - 75,000; Full time

Job summary

Computer Aid is seeking a Customer Excellence Specialist to deliver IT service and support to assigned schools, serving as the primary DoIT face. The role is full-time and onsite in Cleveland, OH, with hours 8 AM–4 PM EST, Monday–Friday.

The ideal candidate has 3–5 years in a service desk or technical support role, solid customer service experience, and strong troubleshooting, documentation, and Windows OS skills. A degree in IS/CS or equivalent is preferred, along with related certifications.

Qualifications

• 3-5 years' experience in a Service Desk or technical support role.
• 1+ years' of customer service experience in a professional industry.
• Degree in Information Systems, Computer Science (Preferred) or equivalent experience.
• Strong troubleshooting and documentation skills.
• Desktop and Laptop hardware support experience.
• Proficient knowledge of Microsoft Desktop Operating Systems.
• Excellent customer service skills and strong communication abilities.
• Detail oriented and solution driven.

Responsibilities

• Provide IT service and support to assigned schools as the face of the DoIT.
• Log, categorize, prioritize, escalate, and resolve IT service disruptions with strong documentation.
• Offer end-user support via phone, email, and in-person interactions.
• Escalate unresolved issues with recommended steps and maintain timely updates.
• Ensure proper recording, documentation, and closure of all records.
• Assist in implementing new tools and processes and maintain knowledge of supported applications and hardware.

Skills

Service desk experience

Customer service

Troubleshooting

Documentation

Communication skills

Independent work

Education

Bachelor's degree in Information Systems or Computer Science

Tools

Microsoft Windows OS

MDM administration

Job description

Computer Aid is seeking a Customer Excellence Specialist to deliver IT service and support to assigned schools, serving as the primary DoIT face. The role is full-time and onsite in Cleveland, OH, with hours 8 AM–4 PM EST, Monday–Friday.

The ideal candidate has 3–5 years in a service desk or technical support role, solid customer service experience, and strong troubleshooting, documentation, and Windows OS skills. A degree in IS/CS or equivalent is preferred, along with related certifications.