Level 1 IT Support Technician Greater Cleveland, Ohio Our Managed Service Provider (MSP) client is seeking a Level 1 IT Support Technician to join its growing team supporting small and mid-sized businesses throughout the Greater Cleveland area. In this role, you'll be a first point of contact for clients who need technical support. You'll provide PC and Mac support, troubleshoot day-to-day IT issues, communicate with clients throughout the resolution process, and work closely with other members of the technical team when an issue requires additional expertise. This is a hands-on, client-facing position. Three days per week will be spent working onsite at a dedicated client location in Westlake.

The remainder of the week will include working from the MSP's local office and providing support to other clients. What You'll Do Serve as a first point of contact for incoming Helpdesk requests by phone and email Provide technical support for both PC and Mac users, troubleshooting hardware, software, operating system, and common end-user issues Troubleshoot and resolve Microsoft 365, network, printer, and connectivity issues Provide responsive, professional support while making sure clients understand what is happening and what to expect next Escalate more complex technical issues to senior team members when appropriate Follow up with clients and provide timely updates on open support requests Accurately document client communications, resolutions, and time spent on tickets Use remote support tools and diagnostic utilities to troubleshoot and resolve issues efficiently Provide onsite technical support, including hardware troubleshooting and repair, workstation and peripheral setup, equipment delivery, and other client needs Work collaboratively with other technical team members to ensure issues are resolved and clients receive a consistent level of service What We're Looking For Associate or bachelor's degree in an IT-related field preferred 1+ year of IT support, Helpdesk, desktop support, or similar experience preferred Hands-on experience supporting both Windows PCs and Macs Basic knowledge of computer systems, hardware, software, and networking Experience with Microsoft 365 administration Familiarity with troubleshooting networks, printers, and common end-user technology issues Experience working with a Helpdesk or ticketing system Strong written and verbal communication skills Ability to explain technical concepts clearly and patiently to non-technical users Strong customer service and problem-solving skills Ability to manage multiple requests and priorities in a fast-paced environment Willingness to learn, ask questions, and escalate issues when appropriate Additional Requirements Because this position includes regular onsite client support: Reliable transportation is required. Must have a valid driver's license and vehicle insurance Must be able to travel to client locations throughout the Greater Cleveland area Must be able to work onsite in Westlake three days per week Flexibility to work occasional evenings or weekends when client needs require it Ability to lift and carry equipment weighing up to 50 pounds Why Consider This Opportunity? This is an opportunity to join an established Managed Service Provider where you'll gain hands-on experience supporting a variety of technologies and business environments You'll work alongside experienced IT professionals, continue building your technical skills, and develop relationships with the businesses and end users you support If you enjoy troubleshooting, learning new technology, and helping people solve problems, we'd like to hear from you

Pay:

$22.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person