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    Service Desk Tier 1-2 Westlake OH - Cleveland, United States - VitalCORE

    VitalCORE
    VitalCORE Cleveland, United States

    1 week ago

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    Description

    Job Description

    Job Description

    About us

    We are professional, agile and our goal is to grow.

    Our work environment includes:

    • Opportunities for development
    • Opportunities for advancement
    • Positive work environment

    Service Desk Tier 1-2 – Onsite

    Position Overview:

    We are seeking a dedicated and proactive Service Desk Technician to join our dynamic team. This is an onsite role in an office environment requiring both Tier 1 and Tier 2 support capabilities, with an expectation to work M-F 8am-5pm, with occasional on-call responsibilities. The ideal candidate will be a genuine team player, with a service-first mentality and strong problem-solving skills, with experience in an executive-facing IT support role.

    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, peripheral, and basic networking issues.
    • Guide users through step-by-step solutions in a clear and concise manner.
    • Provide desk-side support for all staff, including senior executives.
    • 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 laptop, which must be reliable and reasonably high-performing to accomplish all necessary job duties.

    When onsite, internet connectivity will be provided.

    When remote (for occasional after-hours/on-call support), you must have reliable internet connectivity.

    Salary:

    $45k - 65k per year

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