Helpdesk Technician

$44,000 - $50,000/Yr

Fit Technologies - Cleveland, OH

Full-time - Entry Level

Cleveland, OH

101-250 employees

Professional, Scientific, and Technical Services

About the position

The Helpdesk Technician at FIT Technologies provides essential technical assistance and support to clients, ensuring the smooth operation of their IT environments. This role involves troubleshooting, maintaining service levels, and serving as the first point of contact for technical inquiries, both remotely and occasionally onsite.

Responsibilities

• Supporting various client environments remotely and occasionally onsite.
• 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.
• Directing unresolved issues to the next level of support personnel.
• Providing accurate information on IT products or services.
• Recording events and problems and their resolution in logs.
• Following up and updating customer status and information.

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.
• BA/BS Degree or equivalent work experience preferred.

Benefits

• 401(k) matching
• Dental insurance
• Employee stock ownership plan
• Flexible spending account
• Health insurance
• Life insurance
• Paid holidays