IT Support Specialist EMC IT Solutions Cleveland, OH Job Details Full-time From $45,000 a year 1 day ago Benefits Health insurance 401(k) Paid time off Opportunities for advancement Qualifications Management Software troubleshooting Mid-level Windows Driver's License CompTIA Network+ 2 years Communication skills PowerShell Full Job Description About Us EMC IT Solutions is a dynamic and innovative company dedicated to providing exceptional IT solutions to our clients. We are seeking a motivated and customer-focused IT Help Desk Technician to join our team. This role is pivotal in ensuring seamless technical support and contributing to the overall success of our operations. Responsibilities Serve as the first point of contact for customers seeking technical assistance via phone, email, and support portal. Provide professional and courteous remote support for hardware, software, and network issues. Utilize remote access and RMM tools such as remote background, PowerShell, and automation to troubleshoot and resolve technical problems. Assist and support field technicians and subcontractors with complex technical issues. Perform remote diagnostics through effective questioning and troubleshooting techniques. Escalate unresolved issues to senior support personnel when necessary. Maintain accurate documentation of incidents, solutions, and follow-ups in the ticketing system. Contribute to the creation of user guides and documentation. Identify and recommend process improvements to enhance support efficiency. Participate in after-hours support on-call rotation as needed.

Qualifications Required:

Minimum 2 years of relevant experience Valid driver's license and reliable transportation. Strong communication and problem-solving skills. Ability to work both independently and collaboratively in a virtual team setting. Commitment to handling sensitive and confidential information responsibly. Ability to pass an FBI background check Ability to work in the field at client facilities, and in the office at least 3 days per week. Familiarity supporting all common Windows Operating Systems, including but not limited to Windows 7, Windows 10, Windows 11, Server 2012R2, Server 2016, Server 2019, and Server 2022. Familiarity with common cloud platform management systems Comfort administering Microsoft 365 tenants.

Preferred:

CompTIA Network+ certification. 4+ years of Windows OS troubleshooting experience. A strong desire to learn and advance your skillset

Self-motivated Physical Demands Manual Dexterity :

Ability to handle small components, cables, and hardware during installation or repairs.

Ability to maneuver is tight spaces (IT closets, behind desks, etc.)

Lifting and Carrying :

Capability to lift and move equipment like servers, desktop computers, monitors, and other hardware (often up to 50 pounds).

Standing and Walking :

Prolonged periods of standing or walking while troubleshooting equipment or managing server rooms

Bending and Crawling :

Flexibility to bend, kneel, or crawl when accessing wiring, server racks, or workstations.

Visual Acuity :

Good vision (with or without correction) for reading screens, troubleshooting hardware, and identifying cable connections.

Hand-Eye Coordination :

Precision in connecting cables, assembling parts, and using tools Sitting for

Extended Periods :

Long periods of sitting while working on computers or providing remote support.

Use of Tools and Equipment :

Comfort using hand tools, diagnostic tools, and IT hardware.

Typing and Data Entry :

Frequent use of keyboards for documentation, troubleshooting, and communication.

Travel :

Occasionally moving between sites or client locations to provide on-site support (depending on the role). Why Join Us? Opportunity for professional growth and advancement. Collaborative and supportive work environment. Exposure to cutting-edge technology and diverse IT projects. If you are passionate about technology and providing excellent customer support, we encourage you to apply and become part of our growing team! Apply Today!

Job Type:

Full-time Pay:

From $45,000.00 per year

Benefits:

401(k) Health insurance Paid time off

Schedule:

8 hour shift

Work Location:

In person