iFuse Solutions is looking to hire multiple Help Desk Technicians in Cleveland, OH. The role of the Help Desk Technician is to provide fast and useful technical assistance on computer systems. The person in this role will serve as the first point of contact for employees seeking technical assistance over the phone or email. They will perform troubleshooting in person or remotely through diagnostic techniques. He/she must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Essential Functions

  • Serve as the first point of contact in support of end-user computing needs including desktop, laptop, printer, and other client-side computing needs
  • Schedule appointments with employees for in-person and remote installation of software and training
  • Determine the best solution based on the issue and details provided by end-user
  • Direct unresolved issues to the next level of support personnel
  • Record events, problems, and their resolution in the ticketing system
  • Become familiar with policies, services, and staff
  • Other duties as assigned
  • Ability to research and problem solve technical issues

Additional Duties and Responsibilities

  • Maintain IT Inventory
  • Image new computers and train users on basic usage
  • Install and set up printers and other components
  • When necessary, liaise with third-party support and PC equipment vendor

Skills

  • Good understanding of computer systems, mobile devices, and other tech products
  • Good problem-solving skills and organizational skills
  • Ability to manage multiple projects and to establish priorities with minimal supervision
  • Basic understanding of Windows Active Directory environment and MS Office
  • Ability to communicate effectively via documentation, telephone, and email with customers and peers in varying roles
  • Microsoft Office 2010 and 2016 knowledge
  • Experience providing support of Microsoft Windows 7 and 10 desktop environments
  • Ability to manage accounts in Microsoft Active Directory
  • Experience with basic networking knowledge (protocols, WAN / LAN, client/server)