Helpdesk Technician

Helpdesk Technician North Canton, OH Job Details Full-time $45,000 - $50,000 a year 2 days ago Qualifications Teamwork Customer relationship building Incident management Automation Workflow management (operations management method) IT system monitoring Process improvement Equipment troubleshooting Mid-level Client relationship development Windows Computer hardware Hardware support Customer support ticket management Scripting IT Network monitoring tools Escalation handling Communication skills Full Job Description Kickstart Your IT Career at a Company That Actually Invests in You At TKG , we do things differently. We're an IT team inside a company that lives by Excellence, Integrity, Partnership, Family, Community, and Fun. We take care of our people. We develop them. We promote them. And when we show up to work, we solve real problems — and have a good time doing it. If you want to grow fast, learn daily, and work somewhere that actually feels like a team, this is the place. About the Role We're looking for a Helpdesk Technician who loves solving problems, owning client communication, and keeping things running smoothly behind the scenes. You'll be the front line of defense for our clients' IT environments. You'll take ownership, drive resolutions, escalate smartly, and help us build a helpdesk operation that's proactive, not reactive . If you like flying solo in a corner, this isn't for you. If you like improving processes, collaborating, and being trusted to deliver — welcome home. What You'll Do Incident Management Triage, prioritize, and resolve incoming tickets with accuracy and urgency. Troubleshoot issues across hardware, software, O365, networking, and more. Keep clients updated with clear, proactive communication. Document every step so the team can learn and repeat success. Triage & Escalation Coordinate the flow of helpdesk activity. Identify patterns in recurring issues and alert senior techs. Collaborate with Level 2+ technicians to solve more advanced problems. Escalate strategically — not just when stuck. Proactive Defense Monitor environments through Datto RMM, Autotask alerts, and automation tools. Help prevent downtime before it happens. Improve scripts, checklists, and documentation to reduce friction and tickets. Strengthen and refine helpdesk workflows. Client Relationship & Communication Be the voice of confidence and calm for clients. Set expectations, provide updates, and close loops quickly. Build trust through great communication and follow-through. Team Collaboration Participate in daily/weekly helpdesk standups. Share knowledge and help document repeatable solutions. Work alongside Network, Security, and Platform teams to deliver consistent support. Professional Growth Pursue certifications (CompTIA A+, Network+, Microsoft 365 Fundamentals). Develop advanced troubleshooting skills and client management instincts. Grow into future roles such as Network Specialist, Security Specialist, or Project Engineer. Scorecard Metrics SLA compliance & ticket response times Ticket closure rate CSAT / client feedback Documentation contributions What You Bring 2+ years in IT helpdesk or technical support Strong understanding of Windows OS, O365, basic networking & device management Experience with Autotask, Datto RMM, or similar tools is a plus Excellent troubleshooting, communication, and multitasking skills Ability to prioritize tickets in a fast-moving MSP environment A desire to grow, improve, and own your craft Why You'll Love Working at TKG You Grow We invest heavily in developing our people. Many of our senior techs started at the helpdesk. The Culture Is Real Monthly IT team lunches, TKG events, awards, camping trips, fun committee events — we actually like each other here. You Have a Voice Good ideas move fast. No red tape. No corporate layers. You Make an Impact You won't be stuck doing password resets all day. You'll play a meaningful role in strengthening our MSP operation every single day. If you're hungry, curious, and ready to level up — this is your shot. Apply now and build your career at a place where your work actually matters.

Pay:

$45,000.00 - $50,000.00 per year Ability to

Commute:

North Canton, OH 44720 (Preferred)

Work Location:

In person