Help Desk Technician

$45,000 - $55,000/Yr

Computer Technology Management Services - Akron, OH

Full-time

Akron, OH

Professional, Scientific, and Technical Services

About the position

We are seeking a dedicated and skilled Help Desk Technician to join our IT support team. This role focuses on providing top-tier technical support to end users by diagnosing, troubleshooting, escalating, and resolving IT issues efficiently to maintain a seamless user experience. The ideal candidate will be responsible for providing exceptional technical support to end-users, ensuring that IT-related issues are resolved efficiently and effectively.

Responsibilities

• Respond to user inquiries via phone, email, online chats, or ticketing system, ensuring quick and effective resolutions with a high standard of customer service.
• Diagnose and resolve hardware, software, and network issues, providing solutions or escalating complex issues as necessary.
• Perform routine maintenance on computer systems and peripherals to prevent future issues.
• Communicate clearly and professionally with end users, team members, and vendors to resolve issues.
• Create and maintain documentation for troubleshooting procedures and recurring issues.
• Educate end-users on basic software and hardware usage.
• Additional duties as assigned.

Requirements

• Minimum High School Degree/GED; relevant certifications a plus.
• Prior experience in a Help Desk or IT Support role preferred.
• Experience with ConnectWise Ticketing Preferred.
• Strong analytical and problem-solving skills for diagnosing technical issues efficiently.
• Knowledge of Microsoft Windows and Office products.
• Knowledgeable with computer hardware components and troubleshooting techniques.
• Basic understanding of networking concepts.
• Ability to work independently as well as collaboratively as part of a team.
• Strong communication skills, both verbal and written.
• Enthusiasm for continuous improvement of technical and interpersonal skills.

Benefits

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Professional development assistance