IT Helpdesk Engineer

The IT Helpdesk Engineer role supports BlueBridge Networks in Cleveland, focusing on tier 1 and 2 assistance across remote, phone, email, and in-person channels. The position centers on end-user desktop support within Windows and Office environments, plus peripherals setup and management of endpoint protection.

Overview

Based onsite in Cleveland, OH, the role involves delivering timely IT support to keep critical business systems running. Responsibilities span troubleshooting, device configuration, and ensuring security measures are properly maintained in a dynamic help desk environment.

Responsibilities

• Provide tier 1-2 support via remote access, telephone, email, and in-person interactions
• Deliver end-user desktop support and troubleshooting within Windows and Office environments
• Install and configure peripherals including routers, phones, PCs, printers, and laptops on site
• Install and maintain EndPoint Protection software and assist with malware and exploit removal
• Respond to end-user inquiries by phone and email, resolving issues related to email, password resets, printers, networking, Microsoft Office, and Office365
• Maintain, troubleshoot, and repair computer systems, hardware, and peripherals
• Work independently and in teams to provide IT solutions for critical business systems
• Efficiently execute maintenance and support procedures, anticipate client needs, and communicate clearly via email, ticketing systems, telephone, and in-person
• Collaborate with team members to resolve complex problems and escalate difficult issues to the Team Lead for additional technical assistance
• Log all help desk interactions within the ticketing system
• Participate in after-hours upgrades, troubleshooting, and on-call availability as needed
• Perform standard system administration duties including server install, application install and patch management, Windows problem determination and resolution, and log analysis
• Interface with third-party vendors as liaison between client and vendor
• Provide superior customer service and stay current with system information, changes, and updates
• Dispatch new helpdesk tickets to the appropriate resource

Requirements

• Windows: 3 years (Required)
• Active Directory: 3 years (Required)

Technologies

• Windows
• Office
• Office365
• EndPoint Protection

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Retirement plan

Work Details

• Location: Cleveland, OH (onsite)
• Work remotely: No
• Job type: Full-time
• Pay: From $20.00 per hour
• Schedule: 8 hour shift, Day shift, Monday to Friday, On call, Weekend availability
• Supplemental pay: Bonus pay, Commission pay

Education

• High school or equivalent (Preferred)

Experience

• Windows: 3 years (Required)
• Active Directory: 3 years (Required)