Help Desk Technician

Our client is a leading Managed Services Provider delivering enterprise-level IT support, cybersecurity, and cloud solutions to small and mid-sized businesses. We are searching for a Help Desk Technician who will work closely with senior technicians, contribute to a high level of client satisfaction, and continue developing your technical skills in a Managed Services Provider (MSP) setting.

This role is ideal for someone early in their IT career who enjoys solving technical issues, supporting end users, and gaining hands-on experience across a variety of client environments.

As part of our service team, you’ll provide day-to-day support to small and mid-sized businesses, helping maintain reliable, secure, and efficient IT environments.

What You’ll Do

Client Support and Issue Resolution

• Respond to and resolve IT support requests across multiple client environments
• Troubleshoot hardware, software, and basic network issues
• Deliver timely resolutions while maintaining clear, professional communication

User and System Support

• Support Windows and Mac workstations
• Assist with Microsoft 365 administration (user setup, password resets, email troubleshooting)
• Set up and configure user accounts, devices, and access permissions

Service Coordination and Documentation

• Accurately document issues, resolutions, and processes in the ticketing system
• Escalate more complex issues to senior technicians as needed

Do you have a valid Driver’s License license?, Do you have experience in Customer communication?, * 1-2 years of Help Desk/IT support experience

Technical Skills

• Basic understanding of Windows operating systems (Mac experience a plus)
• Familiarity with Microsoft 365
• Foundational networking knowledge (Wi-Fi, DNS, DHCP)

Professional Skills

• Strong troubleshooting and problem-solving ability
• Clear communication skills with both technical and non-technical users
• Ability to manage multiple client requests and shifting priorities while staying calm and responsive
• Customer-focused mindset with a strong attention to detail

Mobility Requirements

• Valid driver’s license required
• Reliable personal vehicle and active auto insurance required
• Ability to travel to local client sites; mileage reimbursement provided

Physical Requirements

• Ability to lift up to 50 pounds, including workstations and related equipment

What Success Looks Like

• You resolve common IT issues efficiently with minimal escalation
• Clients feel supported and confident in your responsiveness and communication
• You stay organized and manage multiple requests effectively in a fast-paced environment
• You continuously build your technical skills and contribute to team success

Pulled from the full job description

• Mileage reimbursement
• Travel reimbursement
• Professional development assistance
• Health insurance
• Paid time off, * Full-time in-office position based in Strongsville
• Exposure to a wide range of technologies and client environments
• Opportunity to grow technical skills in a collaborative MSP setting
• Competitive health insurance options
• Paid time off and professional development opportunities
• Mileage reimbursement for client travel
• Opportunity to learn from experienced technicians and advance within a growing organization

Salary: $22-24/hour based on experience

Pay: $22.00 - $24.00 per hour, * Health insurance

• Paid time off
• Professional development assistance