IT Help Desk Technician

IT Help Desk Technician - Stow, OH

Salary Range: $50k - $60k Full-time Permanent Position with Benefits

In this role, you will serve as the primary point of contact for company employees requiring technical assistance. You will provide comprehensive desktop, software, and hardware support in person, over the phone, and via email. The ideal candidate possesses excellent problem-solving abilities, strong communication skills, and a solid technical foundation in troubleshooting operating systems, network connectivity, and corporate business applications.

Responsibilities

• Serve as the first point of contact for IT issues regarding hardware, software, operating systems, networks, ERP systems, and web applications. Troubleshoot, resolve, document, and escalate support tickets efficiently.
• Configure, deploy, maintain, and upgrade desktops, laptops, printers, peripherals, and software. Maintain accurate IT inventory and hardware lifecycle documentation.
• Assist with user account creation, permissions, and modifications in Active Directory. Support local area network (LAN/WAN) connectivity, VPN configurations, firewalls, and remote access tools while deploying necessary system patches and security updates.
• Document existing ERP and e-commerce workflows. Identify system improvement opportunities, assist with upgrades, test data integrity, and create user training materials.
• Administer property gates, access control systems, key fobs, PINs, and security badges. Manage user access levels and coordinate hardware repairs.
• Manage the corporate VoIP phone system and enterprise printer fleet. Handle user setups, print server troubleshooting, maintenance agreements, and supply management.
• Maintain documentation and operational tracking for critical physical infrastructure supporting IT, including generators, warranties, and runtime logs.
• Track IT project milestones, timelines, and risks. Report project statuses to the IT Manager and collaborate with team stakeholders.
• Act as the primary operational contact for IT vendors, internet service providers, and suppliers. Coordinate maintenance and escalate unresolved service-level concerns.

Role Competencies

• Proven ability to gather data, synthesize complex information, and design logical workflows to resolve technical issues efficiently.
• Dedicated to managing user requests promptly and professionally under pressure, maintaining a positive attitude during challenging troubleshooting scenarios.
• Clear oral and written communication skills to translate complex technical jargon into simple, actionable steps for end-users.
• Strong ability to prioritize tasks, manage time effectively, and adapt to changing demands or unexpected technical disruptions.

Qualifications

• High school diploma or GED required. Technical certifications (e.g., CompTIA A+, Network+, Security+) or relevant coursework are a strong plus.
• Experience providing onsite and remote technical support in a corporate environment.
• Hands-on experience configuring PCs, printers, peripherals, and networking equipment. Familiarity with Active Directory, Exchange, SQL servers, and Microsoft Office / spreadsheet applications. Prior experience supporting ERP or e-commerce platforms is highly desirable.
• Solid capability to read and interpret technical procedures, write clear manuals, and apply common-sense solutions to standardized scenarios.

Physical Demands and Work Environment

• Regularly required to sit, reach, talk, hear, and use hands for precise technical work. Occasionally required to stand, walk, kneel, or climb on the ground to route cables or inspect hardware. Must be able to occasionally lift and move IT equipment weighing 10 to 25 pounds. Close vision, distance vision, and depth perception are necessary to configure components safely.
• The position operates in a professional environment with a moderate noise level, but duties occasionally require exposure to facility infrastructure areas containing moving mechanical parts, risk of electrical shock, or temperature shifts.

Benefits

• Comprehensive Health Insurance (Medical, Dental, and Vision)
• Disability and Life Insurance Coverage
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off (PTO), Paid Vacation, and Paid Holidays