Service Desk Tier 1-2 Westlake OH
4 weeks ago
About us
We are professional, agile and our goal is to grow.
Our work environment includes:
- Growth opportunities
- Remote work
- Positive work environment
Position Overview:
We are seeking a dedicated and proactive Service Desk Technician to join our dynamic team. This is a hybrid remote role requiring both Tier 1 and Tier 2 support capabilities, with an expectation to work 3 days on-site each week, and the flexibility to work remotely for the remaining 2 days, with occasional on-call responsibilities. The ideal candidate will be a genuine team player, with a service-first mentality and strong problem-solving skills.
Key Responsibilities:
- Respond to incoming service desk requests via phone, email, and chat.
- Provide first-level contact and convey resolutions to customer issues.
- Escalate unresolved queries to the next level of support.
- Properly log all incidents and service requests.
- Diagnose and resolve technical software, hardware, and basic networking issues.
- Guide users through step-by-step solutions in a clear and concise manner.
- Collaborate with team members to ensure smooth and efficient support operations.
- Create and maintain technical documentation and contribute to the knowledge base.
- Adhere to all company policies, especially regarding data security and privacy.
- Proven experience as a service desk technician, IT help desk technician, or relevant position.
- Strong knowledge of Microsoft products, including Windows OS, Office/M365, and Azure.
- Familiarity with both on-prem Active Directory and Azure AD.
- Ability to administer Teams, SharePoint, and Outlook.
- Ability to diagnose and resolve technical issues promptly.
- Ability to diagnose and resolve basic networking issues involving connectivity, VPN, and IP configuration.
- Ability to diagnose and resolve issues involving network printers.
- Excellent communication and problem-solving skills.
- Familiarity with remote desktop applications (Ninja, ConnectWise, RDP).
- Familiarity with service desk applications (Jira, ServiceNow).
- High degree of professionalism, especially when handling user issues.
Preferred:
- CompTIA: A+ or Net+
- Microsoft 365 Certified: Fundamentals
- CCNA
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft 365 Certified: Azure Administrator Associate
- ITIL 4 Foundation
Additional certifications that validate technical proficiency are a plus.
Work Schedule:
This is a M-F full-time position.
This position requires you to be able to provide your own PC and internet connection, both of which must be reliable and reasonably high-performing to accomplish all necessary job duties.
The selected candidate will be expected to work 3 days on-site and 2 days remotely each week.
When onsite, internet connectivity will be provided.
Salary:
$45k - 65k per year
Onsite Location:
Westlake, OH
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