We’re seeking a qualified Service Desk, the ideal candidate will need to be able to work with a wide variety of software and hardware components. This position also includes a variety of administrative responsibilities as well. Candidate will act as a central point of responsibility for executive and critical employees regarding IT concerns. In this position the candidate will respond via phone, chat, and email. Candidate will be a contact person for creating, adjusting, and removing access to user staff on customer systems, ramp up unsettled calls to the infrastructure support service and retain end to end possession of the problem until settled. Candidate will receive, log, and manage calls from internal teams via tethered phone calls. While under pressures of multiple calls and projects, applicant must quickly determine the importance of a call and if necessary escalate to ensure end user satisfaction. This position will reside in our Westlake office, with periodic traveling based off the needs of our Sandusky office.

Key Responsibilities / Essential Job Functions:

• Download, setup, and configure the software to suit user needs
• Test and analyze IT teams and software efficiency
• Handle incoming client and employee IT queries online
• Exceptional documentation of both problems and solutions
• Analyze the problem and establish appropriate software or hardware solutions
• Make recommendations to optimize IT efficiency and prevent complications
• Create help manuals for existing and new programs and End-user Training
• Troubelshoot all endpoint devices such as Phone, Printer, Tablet, Laptop and desktops

Required Education, Skills & Abilities:

• Associate of Science in Technology degree preferred or a minimum of 3 years of experience in similar field
• Strong time management skills and ability to balance multiple projects simultaneously
• Support expertise in Windows 10, Office 365 (Word, Power point, Excel, One Drive, ect.)
• Support expertise in both Android and Apple operating systems
• Willingnes to travel to our other branches as needed for special projects
• Able (and willingness) to lift a minimum of 50 pounds

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• Day shift
• Weekend availability

Ability to commute/relocate:

• Westlake, OH 44145: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of troubleshooting experience do you have?

Experience:

• Windows: 2 years (Preferred)
• IT Help desk: 2 years (Preferred)

Work Location: One location

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