What are the responsibilities and job description for the Helpdesk Technician Level 1 position at CMIT Solutions?
Job Details
Job Description
Are you ready for an exciting new opportunity? At CMIT Solutions, we re a leading Managed Service Provider (MSP) in the Greater Cleveland area and part of a nationwide team of 800 tech professionals. Our mission is to take the stress of IT off our clients' shoulders, enabling them to focus on growing their businesses. We prioritize reliability, efficiency, and security in all we do, fostering a culture of client satisfaction.
As the Helpdesk Technician Level 1, you will support clients that are small and mid-sized businesses. This role will be the first point of contact for Helpdesk support resolving IT issues and providing an exceptional client experience. You will work in the CMIT office and on-site at client locations.
Key Responsibilities:
- Serve as the first point of contact for incoming Helpdesk requests via phone or email, delivering courteous and effective solutions to end-user issues.
- Diagnose and address technical issues with patience and empathy.
- Escalate complex tickets to senior team members when necessary.
- Follow-up and provide clients with status updates.
- Document client communication and log time spent on tickets.
- Utilize remote tools and diagnostic utilities to resolve support requests efficiently.
- Perform on-site fixes, including hardware repairs, peripheral deliveries, and other required tasks.
Requirements:
- Associate or bachelor s degree in an IT-related field preferred and 1 yrs IT support experience.
- Basic knowledge of computer systems, hardware, and software.
- Experience with Windows and macOS operating systems.
- Microsoft 365 Administration experience.
- Understanding of common troubleshooting techniques for networks, printers, and mobile devices.
- Experience with helpdesk ticketing systems.
- Strong written and verbal communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Excellent customer service, problem-solving, and multitasking skills.
- Reliable transportation, a valid driver s license, and vehicle insurance for local client site visits.
- Flexibility to work occasional evenings and weekends if needed.
- Ability to lift and carry up to 50 pounds.
Why Join Us?
At CMIT Solutions, you ll enjoy a collaborative, growth-oriented environment where your skills and contributions are valued. If you re passionate about technology and delivering exceptional service, we encourage you to apply and become part of our thriving team!
