Job Description - Help Desk Technician I in Beachwood
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Help Desk Technician I

Ref: US_EN_6_914770_1424084

Posted on 29 December 2021
Job Location
Beachwood, Ohio
Contract Type
Direct Hire
Information Systems

Helpdesk Technician I


As a Helpdesk Technician in the IT department your responsibility to ensure an outstanding level of customer service for end-user helpdesk requests. You will be providing IT support to end users directly. You will fulfill the role of tier 1 and tier 2 support as the IT helpdesk workload demands. You will participate in an on-call rotation for tier 1 phone support. Additionally, you will be responsible for managing tickets not only assigned to you but possibly assisting with tickets not assigned to you. As part of the “face of IT” you will be expected to be proactive and provide excellent customer service.  You will report to the IT Support Manager.


  1. You will work to promote world class customer service, effective response times and provide insights into general support issues.
  2. You will strive for quality of service toward help desk ticket resolution and overall end user satisfaction.
  3. You will be trained on operational procedures, troubleshooting techniques, new hardware and software applications and be expected to follow said procedures and techniques
  4. You will provide timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues.
  5. You may be asked to be a project resource on various projects as managed by the IT project management process.

Operational Tasks

  1. As part of the helpdesk team, you will be responsible for participating in the support of nearly 1,800 end users in an enterprise environment.  This may be in person, via phone, e-mail, or instant messaging, remote support tools, etc.
  2. You will determine the most effective manner to resolve client's technical issue and engage in research and in-depth troubleshooting to resolve technical issues.
  3. Record required customer and problem information in the call ticket system. Update tickets with appropriate entries of activities, and close tickets with resolution entered upon completion of the job.
  4. Resolve Level 1 work orders. Elevate complex and/or high priority problems to the appropriate support groups for resolution.
  5. Responsible for following up with end user either verbally or through email to ensure issue is resolved.
  6. You will be responsible for the hands-on support of “end point” devices (hardware and software) including but not limited to:
    1. Lenovo desktops and laptops running Windows 10 in least-privilege mode:  The tools used to provide this support include System Center Configuration Manager (SCCM), LogMeIn, and VNC.
    2. Android phones:  The primary tool used to provide this support is VMWare Workspace ONE (Airwatch)
    3. Desk phones
    4. Printers/scanners
  7. You will be responsible for virus/spyware/malware removal and detection utilizing enterprise tools/software.

Personal Attributes

  • Exceptional customer service orientation
  • Exceptional multi-tasking skills
  • Solid relationship management and performance management skills
  • Strong understanding of the organization’s goals and objectives
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Strong documentation skills
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language to non-technical staff and end users
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • Education/Skills

  • Bachelor’s degree or equivalent combination of relevant education and/or experience
  • Proven track record of developing and adhering to Service Level Agreements
  • Exceptional knowledge of PC (laptop/desktop) hardware
  • Basic to exceptional knowledge of the Microsoft Windows operating system
  • Linux OS familiarity
  • Mobile device experience with Android and IOS
  • Basic to exceptional knowledge of Microsoft Office with experience in troubleshooting and assisting end users with the use of Excel, PowerPoint and Word.
  • Good working knowledge of peripherals (cabling, webcams, cameras, headsets, projectors, televisions, keyboards, etc.)
  • Experience and understanding of basic IP networking within the context of end user PC troubleshooting
  • Interpersonal skills for working customers from a variety of backgrounds and disciplines
  • Written communication skills that include the ability to create easily understood instructions, guidelines and directives
  • Exemplary oral communication skills
  • Demonstrate technical problem-solving skills to diagnose, solve and explain typical end point issues including teaching non-technical computer users how to resolve issues via a phone call
  • Work Conditions

  • Additional working hours as required.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.
  • Some irregular travel may be required (once every 2-3 years)
  • Equal Opportunity Employer/Veterans/Disabled

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