Service Desk Technician II

Service Desk Technician II Rea - 3.3 Independence, OH Job Details Full-time 1 day ago Benefits AD&D insurance Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Family leave Vision insurance Life insurance Qualifications Jira Record keeping Computer science Network troubleshooting Bachelor's degree in information technology Computer Science Phone communication Laptop (troubleshooting support) Equipment troubleshooting Mid-level Windows Printer (troubleshooting support) Software installation Bachelor's degree Task prioritization Customer support ticket management macOS ServiceNow Productivity software Bachelor's degree in computer science Escalation handling 2 years Communication skills CompTIA A+ Active Directory management Mobile devices Information Technology Full Job Description Rea is a growing Top 100 business advisory & accounting firm providing our clients services in tax, accounting, and business consulting. We have a 'People First' culture and we focus on our employees' well-being and professional development. With over 400 professionals and locations throughout Ohio, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan. The Service Desk Technician II role involves providing technical support and assistance to our internal staff regarding hardware, software, and network-related issues. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve problems efficiently. This role will work on-site in one of our Cleveland office locations. Responsibilities Provide technical support to internal staff via phone, email, or in person, addressing hardware, software, and network issues promptly and effectively Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals Install, configure, and maintain software applications and operating systems on desktops and laptops Collaborate with other IT team members to escalate and resolve complex technical issues in a timely manner Document all support activities, including resolutions, in the ticketing system and ensure accurate records are maintained Assist with IT projects, including software upgrades, hardware deployments, and system migrations Stay up-to-date with advancements in technology and industry trends to continuously improve technical skills and knowledge Knowledge, Skills, & Abilities Proficiency in troubleshooting hardware, software, and network issues on Windows and/or Mac platforms Strong knowledge of Microsoft Office Suite, Active Directory, and basic networking concepts Experience with ticketing systems (e.g., ServiceNow, JIRA) and virtual desktop support tools Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely Customer-focused mindset with a dedication to providing exceptional service and support to internal stakeholders Ability to work independently and collaboratively within a team environment, prioritizing tasks effectively to meet deadlines Requirements Bachelor's degree in Information Technology, Computer Science, or related field preferred Minimum of 2-3 years of experience in a similar technical support role, preferably in a corporate environment IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus Flexibility to work occasional evenings or weekends to support business needs and participate in on-call rotations if required Ability to travel to offices and remote offices as needed Benefits Rea offers a wide variety of benefits to help support our employees' health, wellness and financial goals. Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k with 3% contribution) Life Insurance (Basic, Voluntary & AD&D) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development 'Work From Anywhere' Option Wellness Resources Four (4) weeks PTO Twelve (12) paid holidays, of which three (3) are floating holidays Rea does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without pre-approval from Rea's Talent team. Pre-approval is required before any external candidate can be submitted. Rea will not be responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers.