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