Tier 1 / Tier 2 Service Desk Engineer

Job Title: Tier 1 / Tier 2 Service Desk Engineer

Job Location: North Canton Ohio 44720

Onsite Requirements:

• Microsoft Entra experience
• Experience troubleshooting local application
• Experience troubleshooting hardware issues

Job Description:

• As a Tier 1/2 Service desk technician, you should have a solid technical background combined with customer service experience.
• A problem-solving attitude with an ability to drive resolutions are essential skills to perform well in this position.
• Ultimately, you should be able to ensure high quality technical support with consistent client satisfaction.

Responsibilities:

• Provide technical support to end-users for hardware, software, and network issues in a Windows environment.
• Troubleshoot and resolve technical issues related to Windows operating systems, Microsoft Office Suite, Microsoft Teams, Microsoft Cloud, and other business applications.
• Manage and maintain user accounts, permissions, and access rights in Entra.
• Install, configure, and maintain computers, printers, and other peripheral devices.
• Collaborate with other IT team members to identify and implement improvements to IT processes, systems, and policies.
• Maintain Account Management forms during onboarding and offboarding of teammates.
• Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs' accessories, IT supplies, etc. using spreadsheets.
• Participate in IT projects and initiatives as required.
• Serve as the first point of contact for customers seeking technical assistance over the phone, email, MS Teams, or walk-ups.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Drive resolution wherever possible and direct unresolved issues to the next level of support personnel as necessary.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and drive process improvements across the team to better facilitate our customers.

Requirements and Skills:

• 3+ years experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Working knowledge with Microsoft Azure / Active Directory, Intune.
• Hands-on experience with Windows and Android environments.
• Strong understanding of desktop and mobile operating systems, hardware, and basic networking.
• Solid grasp of office automation products and computer peripherals including printers and scanners.
• Excellent interpersonal, written, and verbal communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to work effectively both independently and within a team.
• Ability to resolve issues remotely and provide clear, concise instructions.
• Ability to balance and prioritize work with competing deadlines.

• **3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.
• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future**