IT Help Desk Technician Level 1

CGB Tech Solutions, Inc.

Hybrid – Cleveland, Ohio

Compensation: $22.00 - $25.00 per hour

Help Businesses Succeed Through Great Technology Support

At CGB Tech Solutions, we believe every support interaction is an opportunity to build trust. We are looking for a customer-focused IT Help Desk Technician who enjoys solving problems, helping people, and making technology easier to understand.

In this role, you will provide front-line technical support to a variety of business clients, helping users resolve technology issues while delivering an outstanding customer experience. This is an excellent opportunity for someone who wants to grow their technical skills in Microsoft 365, cybersecurity, cloud technologies, and managed IT services.

• Serve as a primary point of contact for client support requests via phone, email, chat, and support portal.
• Diagnose and resolve Level 1 issues involving desktops, laptops, mobile devices, printers, Microsoft 365, email, VPN, Wi Fi, and common business applications.
• Document troubleshooting activities, resolutions, and client communications within the ticketing system.
• Escalate issues appropriately when they exceed defined support scope or require advanced expertise.
• Assist with user onboarding and offboarding, account provisioning, password resets, and basic user administration.
• Support Microsoft 365 environments, including Outlook, Teams, One Drive, SharePoint, and user-access requests.
• Use remote-support tools to troubleshoot and resolve client issues efficiently.
• Assist with hardware deployment, device setup, inventory tracking, and occasional onsite client support.
• Maintain accurate client and technical documentation.
• Contribute to continuous improvement through documentation, process enhancements, and knowledge sharing.
• Perform other related duties as assigned.

• 1+ year of experience in help desk, desktop support, technical support, customer service, or a related role; equivalent education, certifications, internships, or practical experience will also be considered.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate technical information clearly to non-technical users.
• Strong written communication and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused attitude with a desire to help others succeed.
• Ability to work both independently and as part of a team.
• Authorized to work in the United States.
• Ability to successfully complete pre-employment screening consistent with applicable laws and company policies.
• Valid Driver's License and reliable transportation.

• Experience working for a Managed Services Provider (MSP) or supporting multiple client environments.
• Familiarity with Microsoft 365 administration and user management.
• Experience with ticketing, remote-support, RMM, or documentation platforms.
• Familiarity with Microsoft Entra  (formerly Azure Active Directory), including user and group management, multifactor authentication (MFA), self-service password reset, device registration, and Conditional Access concepts.
• Experience supporting and troubleshooting Microsoft Windows 10 and Windows 11 operating systems in a business environment.
• Experience with Microsoft Intune for endpoint management, including device enrollment, compliance policies, configuration profiles, application deployment, endpoint security policies, Windows Autopilot, and mobile device management (MDM).
• Exposure to endpoint security tools and cybersecurity best practices.
• Experience supporting macOS, iOS, Android, or other mobile-device platforms.
• Experience coordinating with third-party vendors and technology providers.
• CompTIA A+ certification…