Help Desk Support

Description
Based out of this client's cleveland office location, they are looking to provide a point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely, accurate, professional and with a "client service attitude" fashion and provide end-user assistance where required.
Duties and responsibilities
IT support line
o Answer all calls on the IT support line, create service tickets and assist users to solve their problems. Escalate issues to other specialists within the group as required.
IT Support via Top Desk
o Respond to all incidents and work requests as received via incident management tickets. Respond to end user within 12 hours and resolve incidents as expediently as possible. Provide users with an update every 24-36 hours for lingering tickets. Close tickets within 24 hours of a resolution with the appropriate information and time spent on the incident.
Computer / Printer setup
o Setup new Desktops, Notebooks and Printers. Trouble shoot application errors, viruses, and Operating System issues. Transfer and escalate incidents to manufacturers or suppliers in a timely manner.
Cell Phones
o Setup new units, repair or replace troubled units.
o Track the asset and maintain programs to distribute and display
General IT support
o As assigned by IT Management
o AD/App MACDs as accessible to this individual
o Unpacking, moving and disposing of IT hardware and equipment
Qualifications/Competencies
Community College or equivalency required.
Ability to troubleshoot user computer hardware following profession best practices
IOS/Android knowledge beneficial
Possess an extensive knowledge of Microsoft Office and Office like Microsoft Applications and Operating Systems experience beneficial in JDE, AX, SFDC, Qlik, Excel Macros,

Experience with networking protocols and solutions especially Cisco/HP/Fortinet would be beneficial
COMPTIA+ preferred
Working conditions
40 hours per week, Monday to Friday, 8:30AM to 4:30PM EST.
Schedule changes must receive prior approval to accommodate support windows.
Some evening and weekend work may be required.
Ability to lift and move hardware/packages up to 20kgs.
Some weekend or after-hours work required from time to time.
Limited to no travel expectations.
Skills
ticketing system, customer service oriented, Troubleshooting, Service desk, Help desk, Phone support, jira, server administrator, network analysis, comptia
Top Skills Details
ticketing system,customer service oriented,Troubleshooting,Service desk,Help desk,Phone support
Additional Skills & Qualifications
-COMPTIA+ is nice to have
-Jira is their ticketing system-nice to have
-Being able to support the west coast on their time as well
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Westlake, OH.
Pay and Benefits
The pay range for this position is $25.00 - $35.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Westlake,OH.
Final date to receive applications
This position is anticipated to close on Aug 10, 2026.

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