Help Desk Support

Based in the client's Cleveland office, this role serves as the primary point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment.

Responsibilities

• Install, diagnose, repair, maintain, and upgrade all PC hardware and equipment to ensure optimal workstation performance.
• Troubleshoot problem areas (in person, by telephone, or via email) in a timely, accurate, and professional manner with a “client service attitude.”
• Provide end-user assistance as required.
• IT Support Line:
  • Answer all calls on the IT support line, create service tickets, and assist users in resolving issues.
  • Escalate issues to other specialists within the group as needed.
• IT Support via TopDesk:
  • Respond to all incidents and work requests received via incident management tickets.
  • Respond to end-users within 12 hours and resolve incidents as expediently as possible.
  • Provide users with updates every 24–36 hours for lingering tickets.
  • Close tickets within 24 hours of resolution, including appropriate details and time spent on the incident.
• Computer/Printer Setup:
  • Set up new desktops, notebooks, and printers.
  • Troubleshoot application errors, viruses, and operating system issues.
  • Transfer and escalate incidents to manufacturers or suppliers in a timely manner.
• Cell Phones:
  • Set up new units, repair, or replace troubled units.
  • Track assets and maintain programs for distribution and display.
• General IT Support:
  • Perform tasks as assigned by IT management.
  • Assist with AD/App MACDs as accessible.
  • Unpack, move, and dispose of IT hardware and equipment.

Requirements

• Community college or equivalent education required.
• Ability to troubleshoot user computer hardware following professional best practices.
• IOS/Android knowledge beneficial.
• Extensive knowledge of Microsoft Office and Microsoft-like applications.
• Experience with operating systems and beneficial exposure to JDE, AX, SFDC, Qlik, Excel Macros.
• Experience with networking protocols and solutions, especially Cisco/HP/Fortinet, is beneficial.
• COMPTIA+ certification preferred.

Schedule

• 40 hours per week, Monday to Friday, 8:30 AM to 4:30 PM EST.
• Schedule changes require prior approval to accommodate support windows.
• Some evening and weekend work may be required.
• Ability to lift and move hardware/packages up to 20 kg.
• Limited to no travel expectations.

Skills

• Ticketing system (Jira)
• Customer service oriented
• Troubleshooting
• Service desk/Help desk
• Phone support
• Server administration
• Network analysis
• COMPTIA+

Pay

The pay range for this position is $25.00 – $35.00/hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include specific elections, plan, or program terms. If eligible, benefits for this temporary role may include:

• Medical, dental, and vision insurance
• Critical illness, accident, and hospital insurance
• 401(k) retirement plan (pre-tax and Roth post-tax contributions available)
• Life insurance (voluntary life and AD&D for employees and dependents)
• Short- and long-term disability
• Health spending account (HSA)
• Transportation benefits
• Employee assistance program
• Time off/leave (PTO, vacation, or sick leave)

This is a hybrid position based in Westlake, OH.