IT Help Desk Technician

FCX Performance•Cleveland, OH

30d•Onsite

About The Position

The Level 1 IT Help Desk Technician is responsible for providing technical assistance and support to end-users in a timely and professional manner. The technician will respond to user inquiries, diagnose and resolve technical issues, and escalate problems when necessary. This role plays a critical part in ensuring the smooth operation of an organization's IT systems and maintaining user satisfaction.

Requirements

High school diploma or equivalent (relevant certifications or coursework a plus).
Basic knowledge of computer hardware, operating systems, and software applications.
Strong problem-solving and analytical skills.
Excellent communication skills, both verbal and written.
Customer service-oriented attitude with a willingness to assist and guide users.
Ability to work collaboratively in a team environment.
Basic understanding of networking concepts is a plus.
Familiarity with remote desktop tools and ticketing systems is desirable.
Willingness to learn and adapt to new technologies and processes.
Must live in Cleveland metro area.
Must be legally authorized to work in the United States.
Sponsorship will not be provided for this position.

Responsibilities

Respond to incoming help desk requests via phone, email, or ticketing system promptly and courteously.
Provide first-level technical support and troubleshooting for hardware, software, network, and other IT-related issues.
Guide users through problem-solving processes and provide step-by-step instructions.
Diagnose and resolve basic technical issues related to operating systems, applications, hardware, and peripherals.
Perform remote desktop support to assist users with software installations, updates, and configurations.
Utilize knowledge base articles and resources to efficiently address common technical problems.
Escalate complex or unresolved issues to Level 2 or higher support teams while ensuring accurate documentation of the problem and steps taken.
Collaborate with other IT team members to ensure efficient problem resolution.
Maintain detailed and accurate records of user interactions, incidents, and resolutions in the help desk ticketing system.
Create and update knowledge base articles and user guides for commonly encountered issues.
Educate users on basic IT best practices, such as password management, data security, and system usage guidelines.
Provide guidance on using standard software applications and tools.
Assist in the setup, configuration, and deployment of hardware, including computers, printers, scanners, and mobile devices.
Support software installations, updates, and patches as required.
Ensure excellent customer service by maintaining a positive and helpful demeanor when interacting with users.
Communicate effectively and professionally to build trust and rapport with users.