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 Systems Used Microsoft Suite (Outlook, Word, PPT, Excel)

SyteLine UKG Power Shell Requirements:

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

United States Essential Skills or Knowledge:

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. Compensation 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.