IT Helpdesk Technician

Cleveland, OH
Full Time
Mid Level

We are an Ohio-based MSP company specializing in comprehensive IT services for enterprises of all sizes. From desktop to server, network, and telecommunications solutions, we're trusted partners dedicated to helping businesses achieve their goals while optimizing IT investments and minimizing costs.  


The Role:  

Join our dynamic team as an IT Helpdesk Technician, where you'll be the first line of technical support to our valued clients. You'll be focused on three types of work - client onsite service delivery, service team project delivery and general ticket coverage. You will also be scheduled to assist with larger projects on a case-by-case basis.

This is an additional position to our team with the goal of getting things done better and faster and helping drive efficiencies throughout our service operations. 

We value career-driven individuals who are passionate about honing their skills and advancing within the industry, with the potential to grow into Subject Matter Experts (SMEs) in a particular skill or discipline.  

If this sounds like you, we would love to have you on our team. Let's work together to create a significant impact, not only within the IT industry but also in our community.    


Responsibilities: 

  • Answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from clients experiencing problems with hardware, software, networking, server and other computer-related technologies.  

  • Troubleshoot Microsoft Windows and Office  

  • Troubleshoot Network, VoIP, Internet Issues, Peripherals (Printers, Scanners, and other devices)  

  • Provide support for backups, antivirus, web filtering, and spam filtering  

  • Provide support for common business applications (ERP, Emails, etc.)  

  • Provide support for common IT tasks (password resets, new user setups, etc.)  

  • Provide end user training for common support requests  

  • Travel on site to customer's location when physical support is required. 


Qualifications: 

  • 2 years of IT support related experience 

  • Knowledgeable in basics of IT systems, networks, software applications (Microsoft365, Active Directory), and familiarity with common operating systems (Windows, macOS, Linux) 

  • Setting up and imaging new computers 

  • M365 administration 

  • Backup applications 

  • VoIP telephone systems 

  • Associate's or Technical degree in a computer or IT-related field is required. A Bachelor's degree is a plus. 


HR Information:   

Salary: $40,000-$55,000 a year, depending on experience. 

This is a full-time in-office position (8:30a to 5:30p M-F) 

  • Limited local travel (15% -25%) with a monthly fuel stipend
  • Out-of-state travel a few times a year

2 weeks of vacation + 8 National Holidays a year

40 hours of PTO (for use as sick time or personal errands)

Professional Development Program with bonuses and compensation increases 

401K Retirement Plan with 4% matching 

Medical Insurance options

Life Insurance

Additional Benefits and Discount Plans available

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