Help Desk Support Engineer

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Full Time Hudson, OH Hudson, OH, US

Salary Range: $40,000.00 To $50,000.00 Annually

The Help Desk Support Engineer I is responsible for providing technical support across Fleet Response’s end-user technology environment. This role helps ensure the reliable operation of computer systems, telephony, collaboration tools, endpoints, identity services, and other technologies employees rely on to perform their responsibilities.

The Help Desk Support Engineer I receives, prioritizes, documents, troubleshoots, and resolves end-user support requests using diagnostic tools, ticketing systems, technical documentation, and hands‑on or remote support. This position also supports device deployment, user access, employee onboarding and offboarding, technology asset management, documentation, and continuous improvement initiatives.

• Respond to incoming end-user support requests submitted by telephone, email, ticketing portal, or other approved support channels in a courteous and timely manner.
• Gather and document relevant end-user information, including name, department, contact information, affected systems, and details regarding the technical issue or request.
• Build rapport with end users and ask appropriate questions to accurately identify and understand technical problems.
• Prioritize and schedule support requests based on urgency, impact, and business needs.
• Escalate complex or unresolved issues to the appropriate technical team member or leader when necessary.
• Record, track, and document troubleshooting steps, actions taken, decisions made, and final resolutions within the help desk ticketing system.
• Use diagnostic tools and technical resources to identify and resolve hardware, software, application, connectivity, and other technology issues.
• Research software updates, drivers, knowledge bases, support agreements, FAQs, and other technical resources to support issue resolution.
• Maintain working knowledge of the software, hardware, systems, and services used and supported by Fleet Response.
• Ensure documented security practices, access requirements, and technology procedures are followed during all support activities.
• Perform hands‑on desktop and endpoint support, including installing and upgrading software, installing hardware, configuring applications, performing backups, and reformatting devices when necessary.
• Deploy and manage company devices and technology services for end users.
• Support secure onboarding and separation activities for company, client, and partner accounts.
• Administer user and application access rights and elevate access requests when additional authorization is required.
• Perform preventative maintenance and routine checks of workstations, printers, peripherals, and other supported technology equipment.
• Test implemented fixes to confirm issues have been fully resolved.
• Conduct post‑resolution follow‑up when appropriate to confirm user needs have been met.
• Develop and maintain help sheets, FAQs, procedures, and other user‑friendly support documentation.
• Maintain and audit Fleet Response’s technology asset inventory.
• Coordinate work with other IT teams, vendors, supervisors, managers, and business partners as needed.
• Conduct basic technical research, gather data, prepare reports, and support department surveys or operational analysis.
• Create, document, and communicate efficient procedures for assigned areas of responsibility.
• Provide presentations, technical guidance, or user education when appropriate.
• Maintain organized technical documentation, reference materials, procedures, and knowledge…