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.