Desktop Support Technician I

Q-Lab Corporation•Westlake, OH

33d•Hybrid

About The Position

Q-Lab Corporation is currently seeking a Desktop Support Technician I to join our corporate team in Westlake, OH. This role will provide customer service and technical support for Q-Lab employees worldwide. This position will troubleshoot, research, and resolve computer related problems. Q-Lab’s team is responsible for managing an international VPN data network with six locations around the world. We have approximately 225 internal users, 300 computers, and 40 servers. Our mission is to make work-life productive for any Q-Lab employee who works with information technology. Your job would be to make a key impact towards that mission. We are looking for a high-energy and talented individual to join our team! This position is eligible for a hybrid work schedule of up to 2 days per week at home.

Requirements

Experience or education that demonstrates the ability to support Windows operating systems and PCs
Knowledge of common Windows software applications: Microsoft Office, Web Browsers (Edge, Firefox, Chrome)
Knowledge and ability to troubleshoot PC hardware and peripheral devices (e.g. printers, label makers, Bluetooth keyboards/mice, webcams)
Positive attitude, energetic, customer service focus, tackles tasks with a sense of urgency
Ability to communicate effectively with both technical and non-technical end-users

Nice To Haves

Experience with PC imaging, software installation, and profile migrations is a nice to have

Responsibilities

Provides technical support for end user requests via phone, e-mail, and face-to-face
Uses remote support tools to control end user PCs (e.g. remote desktop, Bomgar)
Completes user creation/retirement tasks, and documents access control changes
Creates purchase requisitions for PCs, computer peripherals, and software
Performs routine end-user support tasks such as computer replacements, software installations, and printer troubleshooting
Ensures timely follow-up and attention of end user support cases
Documents, tracks, and monitors problems using the IT Help Desk ticketing system
Escalates issues as necessary to appropriate team members

Benefits

Beautiful corporate headquarters conveniently located off I-90 in Westlake, Ohio.
A Northeast Ohio Top Workplace environment – 11 years running!
A proven track record of success.
Excellent compensation package including year-end bonus and company-funded retirement plan.
Comprehensive benefits: Health, Vision, Dental, Disability and Life.
Generous Paid Time Off, and Holidays.
Fun, friendly working atmosphere!

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