Help Desk Support Engineer

Fleet Response•Hudson, OH

About The Position

Are you interested in joining a fast-growing, customer-focused company that is consistently rated as one of the Top Workplaces in Northeast Ohio? Do you believe hard work should be rewarded and value workplace flexibility, career growth opportunities, a positive culture, and a genuine sense of belonging? If so, Fleet Response may be the right fit for you. Fleet Response specializes in providing customized services to corporations that self-insure physical damage to their fleets. Built on a strong insurance foundation and an attention to detail, Fleet Response prides itself on delivering tailored, high-quality solutions to its clients. Fleet Response is seeking qualified candidates for the position of Help Desk Support Engineer. The Help Desk Support Engineer is responsible for ensuring reliable computer, telephony, and collaboration services so end users can effectively perform their job functions. This role serves as a first point of contact for technical issues, providing timely, professional support both in person and remotely. In addition to issue resolution, this role actively contributes to continuous improvement through documentation, process refinement, and automation efforts to reduce manual work and errors.

Requirements

High School diploma required.
Minimum of one (1) year of experience with computer configuration and maintenance.
Minimum of one (1) year of experience supporting Microsoft Office 365.
Minimum of one (1) year of experience with Windows Server and Active Directory.
Strong troubleshooting and problem-solving skills across desktop, application, and basic network issues.
Ability to multitask, prioritize workload, and work effectively in a fast-paced environment.
Demonstrated history of providing high-quality, customer-focused technical support.
Strong written and verbal communication skills.
Ability to work independently with minimal direction while functioning effectively as part of a team.
Comfortable working in a predominantly Windows-based environment.

Nice To Haves

Experience supporting and deploying devices using a Mobile Device Management (MDM) platform.
Experience supporting cloud-based identity and access management using Azure Active Directory (Entra).
Experience supporting antivirus and endpoint security platforms.
Experience supporting 3CX or other PBX/telephony systems.
Experience with PowerShell, Python, or other automation/scripting languages.
Demonstrated ability to troubleshoot and resolve complex network and system issues.
Experience using AI tools such as Copilot, ChatGPT, or Grok to assist with problem analysis and resolution.

Responsibilities

Serve as the primary point of contact for end-user technical support requests via phone, email, and ticketing system.
Receive, document, prioritize, track, and resolve help desk tickets through final resolution.
Build rapport with users, gather detailed problem information, and communicate clearly throughout the support process.
Diagnose and troubleshoot hardware, software, network, telephony, and application issues using appropriate tools and resources.
Escalate issues to appropriate IT team members when necessary, ensuring proper follow-up.
Perform hands-on desktop support, including installing and upgrading software, deploying hardware, configuring applications, and reformatting devices.
Deploy, manage, and support company-issued devices and IT services.
Manage onboarding and offboarding of company, client, and partner accounts in a secure and documented manner.
Maintain and manage user access rights and application permissions, with proper escalation when required.
Perform preventative maintenance on workstations, printers, and peripheral devices.
Test solutions to ensure issues are fully resolved and conduct post-resolution follow-ups with users.
Develop and maintain help documentation, FAQs, and user guides.
Maintain and audit the organization’s technology asset inventory.
Ensure all activities comply with documented security practices and company policies.
Identify opportunities for automation, process improvement, and service enhancements within the help desk function.