Service Desk Tier 1-2 - Westlake Oh

About us
We are professional, agile and our goal is to grow.
Our work environment includes:

• Growth opportunities
• Remote work
• Positive work environment

Service Desk Tier 1-2 - Hybrid/Remote
Position Overview:
We are seeking a dedicated and proactive Service Desk Technician to join our dynamic team. This is a hybrid remote role requiring both Tier 1 and Tier 2 support capabilities, with an expectation to work 3 days on-site each week, and the flexibility to work remotely for the remaining 2 days, with occasional on-call responsibilities. The ideal candidate will be a genuine team player, with a service-first mentality and strong problem-solving skills.
Key Responsibilities:
Respond to incoming Service Desk requests via phone, email, and chat.
Provide first-level contact and convey resolutions to customer issues.
Escalate unresolved queries to the next level of support.
Properly log all incidents and service requests.
Diagnose and resolve technical software, hardware, and basic networking issues.
Guide users through step-by-step solutions in a clear and concise manner.
Collaborate with team members to ensure smooth and efficient support operations.
Create and maintain technical documentation and contribute to the knowledge base.
Adhere to all company policies, especially regarding data security and privacy.
Requirements:
Proven experience as a Service Desk technician, IT help desk technician, or relevant position.
Strong knowledge of Microsoft products, including Windows OS, Office/M365, and Azure.
Familiarity with both on-prem Active Directory and Azure AD.
Ability to administer Teams, SharePoint, and Outlook.
Ability to diagnose and resolve technical issues promptly.
Ability to diagnose and resolve basic networking issues involving connectivity, VPN, and IP configuration.
Ability to diagnose and resolve issues involving network printers.
Excellent communication and problem-solving skills.
Familiarity with remote desktop applications (Ninja, ConnectWise, RDP).
Familiarity with Service Desk applications (Jira, ServiceNow).
High degree of professionalism, especially when handling user issues.
Certifications:
Preferred:

• CompTIA: A+ or Net+
• Microsoft 365 Certified: Fundamentals

Desirable:

• CCNA

• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft 365 Certified: Azure Administrator Associate
• ITIL 4 Foundation

Additional certifications that validate technical proficiency are a plus.
Work Schedule:
This is a M-F full-time position.
This position requires you to be able to provide your own PC and internet connection, both of which must be reliable and reasonably high-performing to accomplish all necessary job duties.
The selected candidate will be expected to work 3 days on-site and 2 days remotely each week.
When onsite, internet connectivity will be provided.
Salary:
$45k - 65k per year
Onsite Location:
Westlake, OH