Tier 1 Help Desk Specialist Jobs in Ohio

Knowledge of Mac OS, Apple Volume Purchasing, and Casper Management

Experience and knowledge of Microsoft Office 365 (Teams, Word; Excel; Access; Outlook, Edge, PowerPoint).

Have the technical skills to resolve 30 to 50 percent of the problems encountered over the telephone or via electronic communication.

Excellent telephone and people skills.

Ability to manage multiple tasks and projects.

Demonstrated technical experience assisting users and troubleshooting

Proficiency in Service Now or equivalent IT service management (ITSM) tools.

Conduct remote troubleshooting and provide clear instructions.

Document technical knowledge in the form of notes and manuals.

Minimum of 2 years of experience in a help desk or IT support role.

Experience in supporting Microsoft Teams and other collaboration tools.

Strong knowledge of computers and how to troubleshoot hardware and software issues on desktops and laptops.

1+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus

Commit to continuous education, certification, and self-improvement

Provide first level support and problem resolution for incoming calls received via telephone and email through remote and onsite support

Complete daily operational documentation in client knowledge base

Remote in to assist clients with support tools such as N-able and TeamViewer

Excellent written skills to document clear concise notes/documentation for client or internal use

Excellent organizational and time management skills

Project Management experience a plus

Management of GPS system and in-house systems.

Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management, etc.

Provide remote and onsite help desk and other related support while demonstrating excellent customer service skills.

Actively seeks work and communicates availability to management.

Special Knowledge, Skills, and Abilities

• Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)

• Familiar with ServiceNow Incident Management System

• ITIL Foundations Certification Required

Two years of experience in a Service Desk or technical support environment

• Excellent written and oral communication skills

Update documentation of help desk processes and procedures and create reports for management as needed.

2 years working with Active Directory and account management.

Basic Network fundamentals such as remote access VPN and knowledge of TCP/IP and built-in utilities

Support both local (on-site) and remote workers

2 years of experience supporting IT services and applications.

Excellent organization, communication, analytical and interpersonal skills with the ability to explain technical information in a non-technical manner.