IT Help Desk Technician

The Level 1 IT Help Desk Technician is responsible for providing technical assistance and support to end-users in a timely and professional manner. The technician will respond to user inquiries, diagnose and resolve technical issues, and ensure smooth operation of an organization’s IT systems and maintain user satisfaction.

• User Support:
  • Respond to incoming help desk requests via phone, email, or ticketing system promptly and courteously.
  • Provide first‑level technical support and troubleshooting for hardware, software, network, and other IT‑related issues.
  • Guide users through problem‑solving processes and provide step‑by‑step instructions.
• Problem Diagnosis and Resolution:
  • Diagnose and resolve basic technical issues related to operating systems, applications, hardware, and peripherals.
  • Perform remote desktop support to assist users with software installations, updates, and configurations.
  • Utilize knowledge base articles and resources to efficiently address common technical problems.
• Issue Escalation:
  • Escalate complex or unresolved issues to Level 2 or higher support teams while ensuring accurate documentation of the problem and steps taken.
  • Collaborate with other IT team members to ensure efficient problem resolution.
• Documentation and Reporting:
  • Maintain detailed and accurate records of user interactions, incidents, and resolutions in the help desk ticketing system.
  • Create and update knowledge base articles and user guides for commonly encountered issues.
• User Training and
  
  Education:
  • Educate users on basic IT best practices, such as password management, data security, and system usage guidelines.
  • Provide guidance on using standard software applications and tools.
• Hardware and Software Maintenance:
  • Assist in the setup, configuration, and deployment of hardware, including computers, printers, scanners, and mobile devices.
  • Support software installations, updates, and patches as required.
• Customer Service:
  • Ensure excellent customer service by maintaining a positive and helpful demeanor when interacting with users.
  • Communicate effectively and professionally to build trust and rapport with users.

• High school diploma or equivalent (relevant certifications or coursework a plus).
• Basic knowledge of computer hardware, operating systems, and software applications.
• Strong problem‑solving and analytical skills.
• Excellent communication skills, both verbal and written.
• Customer service‑oriented attitude with a willingness to assist and guide users.
• Ability to work collaboratively in a team environment.
• Basic understanding of networking concepts is a plus.
• Familiarity with remote desktop tools and ticketing systems is desirable.
• Willingness to learn and adapt to new technologies and processes.
• Must live in Cleveland metro area. We are unable to provide relocation expenses.
• Must be legally authorized to work in the United States. Sponsorship will not be provided for this position.

• Work may involve occasional evening, weekend, or on‑call shifts to provide support coverage.
• May require prolonged periods of sitting and working at a computer workstation.
• Some physical effort, such as lifting and moving equipment, may be required.

Note: This job description is a general outline of the key responsibilities and qualifications for a Level 1 IT Help Desk Technician. Actual job duties and qualifications may vary based on the specific needs of the organization.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.