Help Desk IT Technical Support Specialist Tier 1 - Confidential Company

We have IT Technical Support Specialist Tier 1 positions open in our Help Desk team. We are a leading IT Managed Service Provider to small and mid-sized companies located in Cleveland, Ohio and beyond. We provide Managed IT Services, IT Support & Consulting, and integrate cloud and mobile technologies for companies who have complex IT needs but are too small to warrant having a dedicated IT department.

We're looking forward to adding great new members to our team. Thanks in advance for your consideration.

This is an additional position to our team with the goal of getting things done better and faster and helping drive efficiencies throughout our service operations. You'll be focused on three types of work – client onsite service delivery, service team project delivery and general ticket coverage. You will also be scheduled to assist with larger projects on a case-by-case basis.

What kind of person are we looking for?

Cutting Edge - As an IT Managed Service Provider, we are focused on delivering the latest and greatest to our clients, while keeping their business objectives in the front of our minds. That means that we need you to know about new technologies, tools and trends to keep our team and our clients current.

Thirsty for Knowledge - Our clients have questions, and it's important that you give them great answers! We want you to be the Wikipedia of all things business and IT (complete with excellent peer review abilities to help your teammates).

An Accomplished Juggler - You'll be juggling tickets, internal IT specialties and projects, while simultaneously avoiding nerf darts each day. We're looking for your best Matrix-like Keanu Reeves impression while you're knocking out service tickets faster than we can send new ones your way.

Calm, Cool, and Collected - You're likely to get thrown a few curve balls as a Help Desk Support Technician. We need you to be able to take a deep breath, wait for the right moment, and knock them out of the park.

An Excellent Communicator - Our clients see our Help Desk Support Technicians as an extension of their own team, and we need you to be able to talk to them on their terms, and have them not only understand you, but hopefully hang on your every word (and follow your lead).

So, what will I be doing every day?

• Answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from clients experiencing problems with hardware, software, networking, server and other computer-related technologies.
• Troubleshoot Microsoft Windows and Office
• Troubleshoot Network, VOIP, Internet Issues, Peripherals (Printers, Scanners, and other devices)
• Provide support for backups, antivirus, web filtering, and spam filtering
• Provide support for common business applications (ERP, Emails, etc.)
• Provide support for common IT tasks (password resets, new user setups, etc.)
• Provide end user training for common support requests
• Travel on site to customer’s location when physical support is required.

What are the requirements for this position?

Here is a list of our "must-haves" in a Service Technician:

Capable - Our hiring process is focused on your abilities, not your experience. If you think you'd be great at this job, please apply. The worst we can say is no.

Knowledgeable - If you do apply, you'll get the great pleasure of passing about 10 different tests. Well not really 10, more like 2, but it might feel like 10 by the time you're done.  We want to learn about your basic understanding of IT systems, networks, and software applications and your familiarity with common operating systems (Windows, macOS, Linux) and office productivity software.

Professional - The businesses we help are our “clients” with whom we have built a long-term professional relationship. If you can show us that you can maintain a professional and courteous demeanor in all client interactions and provide a high level of client satisfaction with timely and efficient support, you are the professional IT Service Technician we want on our team.

Helpful - We're a team. We want you to be an integral part of it. Which means we need you to help us, and we'll help you, and we'll all do it with smiles on our faces (at least most of the time).

Honest - We want the truth, and to hear it from you straight without all of the sugar coating. That's what you'll get from us, and we expect the same in return.

Hard Working - We're a company that's growing, changing and pushing the envelope every single day. We're going to expect you to work hard and focus on moving yourself forward. It'll be worth it. We promise.

Educated - There are a few pre-requisites for a position with our team. One is that you got an education that will help support your career path. For this position, it means at least an AA or Technical degree in something that's at least kind of computer or IT related. If you've got a bachelor's degree, that's even better (unless it's in General Studies). Heck, we'll even take a master's degree (although we might not be able to afford you). If you've got a PhD, then we definitely can’t afford you. Sorry.

What do I get for all my hard work?

Good question! Here's the scoop on this position:

Money - The salary range for this position is $40K - $55K/year depending on experience. After you've completed your training, you'll be eligible for our professional development roadmap-based bonuses, which give you the opportunity to earn additional money each year.

Time - We'd like 40 hours/week from you. It might be 45 occasionally, but not very often.

Medical - We pay 66% of your medical insurance!

Retirement - We provide a Simple IRA retirement plan, matched dollar per dollar for up to the first 4% of your salary, and you'll become eligible after 6 months of employment.

Disability, Life and Catastrophic Health insurance through AFLAC, voluntary employee payroll deduction.

Term life insurance in the amount of $10,000 company fully paid, additional coverage available for yourself, spouse and children for voluntary payroll deduction

Paid holidays - You'll get paid for 8 holidays without even showing up to work!

Two weeks' vacation after 12 months with the first (one) week available of your two weeks after six months.

Additional PTO - You get 40 additional paid personal hours off per year -- you can use them if you're sick or for personal matters.

How do I apply?

Please submit your resume and cover letter through the procedures in this posting. No phone calls or recruiters please. If you're serious about this job, please tell us "why" you're the person we're looking for. We're looking forward to learning more about you!

Thanks for taking the time to read our novel of a job posting. We hope you are as excited about this opportunity as we are!