Helpdesk Level 1 (Entry Level)

Hours: 30 to 40 hours a week

Compensation: Starting at $22/hour

Office Location: Independence, Ohio

Reports To: Manager, IT Services

Company Overview

Streamline was founded in 2016. We provide managed IT services to small and medium-sized businesses. It is also imperative that we find someone with an entrepreneurial spirit, excellent customer service, and soft skills.

Role Summary

The role of Helpdesk Level 1 will provide helpdesk support for clients and end users. This person will be the first point of contact for clients seeking technical assistance either by phone, email or in person during site visits. The Technical Support Engineer will perform troubleshooting either remotely or in person. S/he must have good technical knowledge.

We are looking for a customer-oriented and focused person with excellent communication skills. They must be patient when dealing with clients.

We provide flexible schedules; however, we expect you to be flexible should a project take longer than expected or if there is an emergency with a client.
Responsibilities

• Analyze & troubleshoot computer support problems as well as apply knowledge of software and hardware products and services to resolve problems of users.
• Perform tasks of providing timely and accurate technical help desk support to users, employees, clients, etc.
• Handle the responsibility of answering and responding to support emails, telephone calls and voicemails.
• Create and maintain troubleshooting and support documentation.

Requirements

• Good knowledge of desktop and laptop support
• Possess excellent general business knowledge to complete assigned tasks
• Excellent written and verbal communication skills
• Excellent customer service skills
• Superior analytical, organizational, and troubleshooting/problem-solving skills
• Ability to confidently and competently complete tasks with deadlines

Duties

• Serves as the first point of contact for clients seeking technical assistance
• Perform remote troubleshooting
• Schedule appointments with clients for in-person and remote support and training (30% travel within the Cleveland/Akron area)
• Document work performed/changes made within the ticketing system
• Monitor the health of the client’s environment
• Perform proactive maintenance and repairs
• Ability to research and problem-solve technical issues
• Image new computers and train users on basic usage
• Install and setup printers and other components
• When necessary, liaise with third-party support and vendors
• Troubleshoot and resolve network, server, workstation, and software problems
• Regularly update documentation and notes within our documentation system
• Lift 50 pounds

Qualifications & Skills

• Proven experience with technology or another support role
• Tech savvy with working knowledge of Microsoft office, operating systems, and networking
• Highly skilled with using Microsoft 365 and the Microsoft Office Suite
• Good understanding of computer systems, mobile devices, and other tech products
• Basic understanding of DNS, DHCP, subnets, routers, and wireless
• Ability to diagnose and resolve basic technical issues
• Mac knowledge is a plus
• CompTIA A+ and Network+ is a plus
• Proactive, self-starter attitude
• Attention to detail
• Ability to build rapport with clients
• Fast learner
• High School Diploma
• Driver’s license with no restrictions

Job Types: Full-time, Part-time

Pay: From $22.00 per hour

Expected hours: 30 per week

Benefits:

• Paid time off

Experience level:

• 1 year
• 2 years
• Under 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person