IT Service Technician Tier II

IT Service Technician Tier II – Great Day Improvements

We are hiring a full‑time service‑desk technician to support all brands under Great Day Improvements. This role serves as the first point of contact for IT support, resolving common technical issues following established procedures and escalating complex issues to Tier II.

Location: Twinsburg, OH (on‑site)

Pay Rate: $26.44 per hour

• Serve as the first point of contact for IT support, providing assistance via phone, email, and remote support tools.
• Follow documented troubleshooting steps to resolve hardware, software, and network issues.
• Assist users with password resets, account unlocks, and access requests in Active Directory, Azure, and Office 365.
• Support standard IT equipment, including Windows computers, mobile devices, printers, and VoIP phones.
• Log all incidents, requests, and resolutions in Fresh Service or other ITSM tools, ensuring accurate documentation.
• Maintain IT knowledge‑base articles by updating and suggesting improvements based on common support issues.
• Perform routine IT tasks such as software installations, printer setup, and workstation configurations.
• Follow escalation procedures to refer advanced issues to Tier II support.
• Assist in onboarding and off‑boarding users by following documented processes for account creation, provisioning, and deprovisioning.
• Support IT security initiatives by ensuring compliance with company policies and best practices.
• Participate in training sessions to develop technical skills and improve troubleshooting effectiveness.

• 1–2 years of experience in an IT support role, helpdesk, or customer service environment.
• Basic knowledge of Windows 10/11, iOS, and Android troubleshooting.
• Experience using ITSM ticketing systems such as Fresh Service, Service Now, or Zendesk.
• Familiarity with Active Directory, Office 365, and enterprise applications such as Microsoft Teams and One Drive.
• Strong written and verbal communication skills with a focus on clear, user‑friendly support.
• Ability to follow structured troubleshooting steps and appropriately elevate complex issues.
• Customer service‑oriented mindset with a proactive approach to issue resolution.
• Certifications such as CompTIA A+ or coursework toward IT certifications preferred.

Great Day Improvements is an Equal Employment Opportunity Employer.