Service Desk Tier 1-2 Westlake OH - VitalCore

Description

About us

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

Our work environment includes:

• Growth opportunities
• Remote work
• Positive work environment

Service Desk Tier 1-2 - Hybrid/Remote

Position Overview:

We are seeking a dedicated and proactive Service Desk Technician to join our dynamic team. This is a hybrid remote role requiring both Tier 1 and Tier 2 support capabilities, with an expectation to work 3 days on-site each week, and the flexibility to work remotely for the remaining 2 days, with occasional on-call responsibilities. The ideal candidate will be a genuine team player, with a service-first mentality and strong problem-solving skills.

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, and basic networking issues.
• Guide users through step-by-step solutions in a clear and concise manner.
• 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 PC and internet connection, both of which must be reliable and reasonably high-performing to accomplish all necessary job duties.

The selected candidate will be expected to work 3 days on-site and 2 days remotely each week.

When onsite, internet connectivity will be provided.

Salary:

$45k - 65k per year

Onsite Location:

Westlake, OH