Service Desk Technician II

Rea•Independence, OH

19h•Onsite

About The Position

The Service Desk Technician II role involves providing technical support and assistance to our internal staff regarding hardware, software, and network-related issues. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve problems efficiently. This role will work on-site in one of our Cleveland office locations.

Requirements

Proficiency in troubleshooting hardware, software, and network issues on Windows and/or Mac platforms
Strong knowledge of Microsoft Office Suite, Active Directory, and basic networking concepts
Experience with ticketing systems (e.g., ServiceNow, JIRA) and virtual desktop support tools
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely
Customer-focused mindset with a dedication to providing exceptional service and support to internal stakeholders
Ability to work independently and collaboratively within a team environment, prioritizing tasks effectively to meet deadlines
Bachelor's degree in Information Technology, Computer Science, or related field preferred
Minimum of 2-3 years of experience in a similar technical support role, preferably in a corporate environment
IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus
Flexibility to work occasional evenings or weekends to support business needs and participate in on-call rotations if required
Ability to travel to offices and remote offices as needed

Nice To Haves

IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus

Responsibilities

Provide technical support to internal staff via phone, email, or in person, addressing hardware, software, and network issues promptly and effectively
Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals
Install, configure, and maintain software applications and operating systems on desktops and laptops
Collaborate with other IT team members to escalate and resolve complex technical issues in a timely manner
Document all support activities, including resolutions, in the ticketing system and ensure accurate records are maintained
Assist with IT projects, including software upgrades, hardware deployments, and system migrations
Stay up-to-date with advancements in technology and industry trends to continuously improve technical skills and knowledge