IT Help Desk Technician

Location:

Walton Hills, Ohio (On-site; occasional travel to branch locations)

Reports To:

IT Director Employment Type:

Full-Time Role Summary We are looking for a motivated and technically curious IT Helpdesk Technician to join our small IT team. This is a hands-on, frontline support role and a genuine growth opportunity. You will be the first point of contact for end-user issues across our Walton Hills headquarters and branch locations. Over time, you will take on ownership of helpdesk processes, contribute to IT projects, and build the documentation and knowledge base that keeps our team running efficiently. If you want to grow beyond just fixing computers, this is the role for you. Key Responsibilities End User Support Serve as Tier 1 and Tier 2 support for hardware, software, and connectivity issues across all company locations Troubleshoot and resolve Windows 11 workstation and laptop issues including hardware failures, OS problems, application errors, and performance issues Support and troubleshoot VoIP desk phones and softphone clients (TPx) Diagnose and resolve wireless connectivity issues across office and branch locations Install, configure, and troubleshoot printers and multifunction devices Support peripheral devices including monitors, docking stations, webcams, keyboards, and headsets Assist users with Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive Handle account-related requests including password resets, MFA enrollment, and account lockouts Support mobile device setup and basic configuration for company email and applications Escalate complex issues to the IT Director with clear documentation of steps already taken Helpdesk Operations and Process Ownership Log, prioritize, and document all support requests accurately in the IT ticketing system Work toward owning helpdesk workflows, service levels, and escalation procedures as you develop in the role Create and maintain knowledge base articles for common issues, procedures, and end-user how-to guides Identify recurring problems and propose or implement solutions to reduce repeat tickets Assist with onboarding and offboarding processes including account provisioning and hardware imaging IT Projects and Infrastructure Support Assist the IT Director on infrastructure and improvement projects across the environment Manage user accounts, group memberships, and access in Microsoft 365, Entra ID, and on-premise Active Directory Help maintain Windows Server environments including file shares and group policy Contribute to endpoint management tasks including patching, software deployment, and asset tracking Participate in IT initiatives such as system migrations, security rollouts, and process improvements Show openness to PowerShell scripting and other automation tools to improve team efficiency Qualifications 1+ years of experience in a helpdesk, desktop support, or IT support role (internships and co-ops count) Solid working knowledge of Windows 11 in a business environment Familiarity with Microsoft 365 applications and administration basics Basic understanding of Active Directory user and computer management Comfort troubleshooting hardware, software, networking, and peripheral issues independently Strong communication and customer service skills Able to prioritize multiple open issues and manage time effectively Reliable, punctual, and professional - this is a fully on-site position Experience with Entra ID / Azure Active Directory Exposure to networking concepts including IP addressing, VLANs, DNS, and DHCP Experience with VoIP systems and phone administration Familiarity with any IT ticketing or ITSM platform Interest in or exposure to PowerShell scripting or other automation tools CompTIA A+, Network+, or Microsoft certifications (or actively pursuing) Experience supporting users in construction, manufacturing, or field-service industries Core Competencies Customer focus, strong communication, sound judgment, attention to detail, adaptability, ownership mindset, eagerness to learn, and a continuous improvement approach to support and documentation. Equal Employment Opportunity Statement The Company is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic.

Pay:

$24.00 - $28.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person