Desktop Support Engineer (Dispatch /Part-Time) Cleveland, - Ohio

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at Location: Cleveland, Ohio, USA Contract Type: Independent Contractor / (Dispatch /Part-Time) Start Date: Immediate Eligibility: U.S. Citizens and Green Card Holders Preferred. The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users. Key Responsibilities 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements. Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests. Escalate issues as appropriate and act as a technical escalation for the end user. Maintain a high level of customer satisfaction. Comply with the desktop group practices and procedures. Update ServiceNow and other data repositories (e.g., knowledge base) as appropriate in a timely manner. Identify technical and process issues and recommend improvements. Achieve target ticket volumes and ticket resolution levels. Responsible for compliance with applicable corporate policies and procedures. Maintain productive relationships with peers and management in IT and the clients whose issues are being worked on. Follow the processes and practices established for the group. Coordinate and consult with client areas to help analyze problems and needs and recommend technical solutions. Perform intermediate-to-advanced IMAC (install, move, add, change) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS devices, etc. Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues. Handle software installation/support/upgrades. Provide 1st/2nd level Help Desk support. Perform basic LAN and internetworking-related activities. Have strong internetworking and troubleshooting skills. Have A+ certification & at least one certification from either Cisco or Microsoft. May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP). Be a self-starter and can manage multiple tasks. Exceptional customer service skills. Good communication skills. Ability to work independently or as part of a team. Ability to complete tasks effectively with minimal supervision. Must be available to work flexible work schedules. High-level skill set. Outstanding people skills. Proficient in Windows 10 & 11 and Office Suite/O365. How to Apply Interested candidates are invited to send their resumes to: View email address on click.appcast.io . #J-18808-Ljbffr Axiom Technologies