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# Helpdesk Technician

- **Company:** FIT Technologies
- **Location:** Cleveland, OH, United States
- **Salary:** $45,000.0 - $55,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Exchange Server, Issue Tracking Systems, Microsoft Office, Network Protocols, TCP/IP, Virtual Local Area Networks
- **Published:** August 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f2be88a1c9c0e2be

## About the Role

* Ability to troubleshoot, diagnose and solve problems as well as document steps taken for resolution.
 * Ability to master use of 3rd party ticketing system.
 * Organizational, written/verbal communication skills, and interpersonal skills.
 * Exemplary customer service skills.
 * Ability to work independently with minimal supervision.
 * Basic understanding of varying versions of Microsoft Windows, Active Directory, MS Exchange, and Group Policy.
 * Experience with Microsoft Office applications local and hosted.
 * Comprehension of networking protocols and concepts such as TCP/IP addressing and VLANS.
 * Familiarity with network-based PC operating system deployment.
 * Ability to relay technical information and instructions to clients who possess varying ranges of technical knowledge and background.
 * Experience working in a technical support environment.
 * Understanding and familiarity with published IT policies and procedures.
 * Ability to diagnose and accurately report networking problems.
 * A+, Network+, MTA, MCSA certifications are desirable.

## Description

The successful candidate in the Helpdesk Technician I role provides technical assistance and support to clients of FIT Technologies. The Helpdesk Technician I supports, monitors, and maintains the client environment through support calls and tickets requests., * Supporting various client environments remotely and occasionally onsite.

 * Responsible for maintaining daily service calls and meeting requested SLA time frames based on client expectations.
 * Serving as the first point of contact for customers seeking technical assistance over the phone or email.
 * Performing remote troubleshooting through diagnostic techniques and pertinent questions.
 * Determining the best solution based on the issue and details provided by customers.
 * Direct unresolved issues to the next level of support personnel.
 * Provide accurate information on IT products or services.
 * Record events and problems and their resolution in logs.
 * Follow-up and update customer status and information.


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