Helpdesk Technician Job at MCPC, Cleveland, OH

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  • MCPC
  • Cleveland, OH

Job Description

 

Helpdesk Technician

 

Summary

The Level 1 Remote Helpdesk Technician provides first-line technical support to employees working in various locations. This role focuses on diagnosing and resolving basic IT issues remotely, ensuring smooth operations and minimal downtime.

 

Key Responsibilities

  • Respond to user requests via phone, email, chat, or ticketing system promptly and professionally.
  • Troubleshoot and resolve basic issues remotely , including:
    • Hardware (PCs, laptops, printers, mobile devices)
    • Software (Microsoft 365, email clients, collaboration tools)
    • Network connectivity and VPN access
  • Perform routine tasks such as password resets, account unlocks, and remote software installations.
  • Document all interactions in the IT ticketing system for tracking and reporting.
  • Escalate complex issues to Level 2 or specialized teams when necessary.
  • Guide users on best practices for remote work security and productivity.
  • Maintain SLAs for response and resolution times.

 

Required Skills & Qualifications

  • Education: Associate’s degree in IT or related field (or equivalent experience).
  • Experience: Minimum 1 year in IT support or helpdesk environment .
  • Technical Knowledge:
    • Windows OS and Microsoft Office Suite
    • Active Directory and remote desktop tools
    • Basic networking and VPN troubleshooting
  • Soft Skills: Strong communication, problem-solving, and customer service skills.
  • Remote Work Competency: Ability to work independently and manage time effectively.

 

Preferred Skills

  • Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk).
  • Knowledge of mobile device management and cloud-based applications.

 

Job Tags

Work at office,

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