Helpdesk Technician

FIT Technologies • Cleveland, OH

10h • Onsite

About The Position

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

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.

Nice To Haves

• A+, Network+, MTA, MCSA certifications are desirable.

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.

Benefits

• Health, dental, vision, and voluntary life insurance
• Company-paid life insurance and long-term disability
• Paid time off and 9 paid holidays
• Paid military leave
• Paid parental leave
• Employee Stock Ownership Plan (ESOP)
• 401(k) with company match
• Dependent Care FSA

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed