IT & Hardware Help Desk Specialist

Responsibilities

The IT Hardware and Help Desk Specialist is part of the IT Team. This is a full-time, non-exempt position. This position will require a broad range of responsibilities to ensure success. Some examples of these responsibilities are listed below (but are not limited to the following):

• Set up and install computers/workstations
• Conduct IT onboarding for new team members
• Install and configure computer hardware, software, printers, and scanners by request
• Maintain procedures and reports that provide technical support to the entire organization
• Provide Training to users of new software and hardware
• Triage, prioritize, and assign tickets in the service desk system; escalate incidents according to defined SLAs
• Assist with user account provisioning and access requests (password resets, MFA support, basic permissions) following security policies
• Support endpoint management tasks (software deployments, antivirus checks, OS updates/patch coordination) using approved tools
• Support collaboration tools (Outlook/Teams), conference rooms, and basic A/V troubleshooting for meetings
• Manage IT asset inventory (tagging, tracking, check-in/check-out, refresh/replacement coordination) and maintain accurate records
• Contribute to the knowledge base by documenting solutions, creating how-to articles, and updating existing support documentation
• Communicate clearly with end users regarding ticket status, expected resolution time, known issues, and planned maintenance
• Identify and report security concerns (phishing, malware indicators, suspicious activity) and follow incident response procedures
• Establish good relationships with all departments and colleagues
• Occasional travel to different company sites
• Other duties as assigned

• Microsoft Suite (Outlook, Word, PPT, Excel)
• Syte Line
• UKG
• Power Shell

• High school graduate or GED equivalent required
• Legal authorization to work in the United States

• Excellent oral and written communication skills
• Strong PC hardware diagnostics skills
• Strong knowledge of Windows 10, MS Office Suite
• Experience setting up printers, monitors, and IT cabling
• Ability to document processes and procedures
• Ability to move/transport equipment from building-to-building
• Must be detail oriented.

This position is full-time, non-exempt. Compensation typically follows industry median for Northeast Ohio/the Great Lakes region. You may be eligible for an annual bonus. This is a long-term, high accountability role.