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# Service Desk Technician

- **Company:** McCarthy, Burgess & Wolff, Inc.
- **Location:** Cleveland, OH, United States
- **Contract:** Permanent contract
- **Skills:** Antivirus Softwares, Identity and Access Management, Virtual Private Networks (VPN), Windows Servers, Network Administration, Service Pack, Break Fix, Os Ticket, Data Management, Cisco
- **Published:** November 7, 2026
- **Apply:** https://www.careerbuilder.com/job-details/service-desk-technician-cleveland-oh--787b4da2-92f8-4a50-ad19-511980c087e4

## About the Role

Customer Support/Service, Microsoft Windows Server, Systems Administration/Management, Operational Support, Customer Support/Service, Microsoft Windows System Administration, Analysis Skills, Identity Data Management, Software Installation, Software Patches

## Description

The End User Service Desk Technician is responsible for Tier 1 and certain Tier 2 tasks. This includes working service desk tickets for end users, windows server administration, and phone operations support. The workload for this position consists of approximately 80% Tier 1 tickets and 20% Tier 2 tickets. The End User Service Desk Technician analyzes and resolves Tier 1 and 2 PC and telecom related issues. New employee computer setup services and departing employee computer offboarding; break fix ticket resolution; and basic windows administration tasks such as Identity Management, patching, software installs, and other similar duties as assigned., * Receives direction and training from Infrastructure Manager and service assignments from the Service Desk Coordinator.

 * Responsible for end user PCs and CISCO phones maintenance and support, including:
 + Builds, deploys, and maintains PCs, including onboarding and offboarding employees' PC bundles and recovery and re-inventory of end user equipment
 + Deploys & maintains CISCO phones.
 + Supports Tier 1 end user requests for service
 * Monitors scanners and alerts for uptime availability and performance.
 * Monitors tickets for assignments; creates and update tickets accordingly; provides first touch resolution; and assignment of tickets to others or escalation as needed.
 * Works assigned service desk tickets and resolves, updates, or escalates accordingly
 * Act as a backup/secondary contact to system administrators as needed
 * Maintains end user asset inventory for software licenses and hardware and reports when EOQ's need replenishment.
 * Provides peripheral and software support for printers, scanners, speakers, microphones, and other devices.
 * Maintains the Gold Image, End User Build, and Standards Documentation.
 * Repairs and maintains peripheral devices, including monitors, printers, faxes, scanners, toner cartridges, conference room equipment, etc.
 * Assists in patching end user devices and updating anti-virus software.
 * Maintains and administers setup and access of email accounts and outgoing e-mail delivery assurance including whitelisting.
 * Acting as a windows administrator, provides administrative support for certain tasks as assigned.
 * Responsible for Warranty and Return Material Authorization management of end user equipment.
 * Supports Antivirus policies, updates, and deployment.
 * Supports VPN user access.
 * Supports Identity Management for changes to access (add, change, or disable) and password resets.
 * Assist system and network administrators when needed.
 * Complete assigned training for self-development opportunities.
 * Reads, comprehends, and adheres to any and all applicable MB&W IT, ISO, and security policies.
 * Sitting, standing, squatting, and lifting up to 50 pounds.
 * Ability to work occasional overtime as requested by supervisor or manager to support break fix or backlog of work requests.