Position: Help Desk Professional (Tier 2-3)

Location: Cleveland OH

Job Type: Full-time

Department: Technology


Career Description

Are you excited by the thought of working smarter not harder? Do you believe the right technologies really can make life easier? Do you find great personal satisfaction by investing yourself in the success of others? IT Help Desk associates should enjoy working with all levels of customers and team members, and seek giving customer’s peace of mind when they are in need. You should have an appetite for learning independently and a love of business technologies. You will always look for ways to improve processes and save money for customers. If you are someone who is excited about the changes that take place across the landscape of Technology and want to be a part of growth in a technology-driven organization, this is the position for you.


Career Responsibilities

  • Provide end users a predictable, caring connection point for support requests
  • Responsible to understand, qualify and document incoming support requests
  • Manage expectations of end users by clearly communicating “next steps” throughout troubleshooting
  • Provide Tier 2-3 support to end users for daily, reactive support requests
  • Troubleshoot server issues including but not limited to Microsoft Exchange, SQL, Active Directory and IIS
  • Troubleshoot basic networking issues including but not limited to firewalls, switches and printers
  • Clearly document support activity and escalate as needed to next Tier support
  • Responsible to clearly communicate status of escalated requests to next Tier support
  • Responsible to maintain internal Knowledge Bases to efficiently resolve recurring requests
  • Continually seek ways to improve processes in order to give users world-class support

Required Technology Experience

  • Information Technology: 5 years
  • Windows Business Operating Systems (mobile & PC)
  • Troubleshooting Malware Removal
  • Understand how to qualify a problem with Basic Business Application installs, PC speed improvements, Server applications, and Networking equipment

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