Helpdesk Technician

SUMMARY

The successful candidate in the Helpdesk Technician role provides technical assistance and support to clients of FIT Technologies. The Helpdesk Technician supports, monitors, and maintains the client environment through support calls and tickets requests.   

PRIMARY RESPONSIBILITIES

• Supporting various client environments remotely and occasionally onsite. 
• Responsible for maintaining daily service calls and meeting requested SLA time frames based on client expectations. 
• Serving as the first point of contact for customers seeking technical assistance over the phone or email. 
• Performing remote troubleshooting through diagnostic techniques and pertinent questions. 
• Determining the best solution based on the issue and details provided by customers. 
• Direct unresolved issues to the next level of support personnel. 
• Provide accurate information on IT products or services. 
• Record events and problems and their resolution in logs. 
• Follow-up and update customer status and information.

KNOWLEDGE AND SKILL REQUIREMENTS

• Ability to troubleshoot, diagnose and solve problems as well as document steps taken for resolution. 
• Ability to master use of 3rd party ticketing system.
• Organizational, written/verbal communication skills, and interpersonal skills. 
• Exemplary customer service skills. 
• Ability to work independently with minimal supervision. 
• Basic understanding of varying versions of Microsoft Windows, Active Directory, MS Exchange, and Group Policy. 
• Experience with Microsoft Office applications local and hosted. 
• Comprehension of networking protocols and concepts such as TCP/IP addressing and VLANS. 
• Familiarity with network-based PC operating system deployment.
• Ability to relay technical information and instructions to clients who possess varying ranges of technical knowledge and background. 
• Experience working in a technical support environment. 
• Understanding and familiarity with published IT policies and procedures. 
• Ability to diagnose and accurately report networking problems. 
• A+, Network+, MTA, MCSA certifications are desirable. 
• Reliable transportation and valid driver’s license. 
• BA/BS or equivalent work experience.

WORKING CONDITIONS + REQUIREMENTS

Working conditions are normal for an office environment and will require: 

• Reliable transportation and valid driver’s license. 
• May require occasional evening and weekend work. 
• Occasional work weeks of more than 40 hours. 
• Ability to fulfill rotating, periodic 24/7 on-call responsibilities. 
• Ability to lift and carry IT hardware as needed. 
• Local travel to client sites as needed. 

APPLICATION

To apply, submit an application online through our Career Center.

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Headquartered in Cleveland, FIT Technologies is an employee-owned company (ESOP) with 160+ staff supporting clients throughout Ohio and in metropolitan areas in 30+ states across the country.  

FIT Technologies offers a comprehensive benefits package including:

• Health, dental, vision, life insurance
• Paid time off and paid holidays
• Paid Parental Leave
• Employee Stock Ownership Plan
• 401(k) with match
• Dependent Care FSA

To promote a healthy work environment and provide exemplary customer service, FIT Technologies is a non-smoking workplace and does not hire tobacco/vape users.

FIT Technologies is an equal opportunity employer and welcomes diversity in our employees. We do not discriminate and will take measures to ensure against discrimination in employment, recruitment, compensation, termination, promotions, and other conditions for any employee or job applicant on the basis of race, color, national or ethnic origin, ancestry, gender, age, religion, creed, disability, military or veteran’s status, sexual orientation, gender identity or gender expression.