IT Support Technician

Responsibilities

• Utilize Professional Services Automation (PSA) software to manage service and support workflows, including tickets, tasks, time entries, assets, quotes, purchase orders, calendars, agreements, reporting, company records, inventory, sales, marketing, projects, product catalogs, and invoicing.
• Operate Remote Monitoring & Management (RMM) tools to run scripts, generate reports, administer systems, configure devices, and monitor environments.
• Deliver managed IT services as part of an MSP engagement.
• Perform routine IT tasks such as system checks, maintenance, updates, repairs, upgrades, and administration of hardware and software.
• Provide remote and on-site support to end users and team members.
• Assist in specifying hardware, software, and business tools.
• Record time entries daily to ensure accurate billing and project tracking.
• Close service tickets promptly once the requested scope is completed.
• Develop and maintain forms, reports, workflows, and internal processes.
• Foster strong customer relations through email, service tickets, and formal correspondence.
• Produce, review, and update customer and internal documentation, including user and administrator procedures.
• Maintain a professional demeanor and positive attitude in all interactions with customers and colleagues.
• Document systems and time entries as tasks are performed.
• Stay current with vendor certifications as required.
• Suggest revenue-generating ideas and support the development of new systems and services for company growth.
• Develop and maintain policies and procedures for servicing, selling, and maintaining computer infrastructure, applications, and cloud services.
• Maintain reliable transportation to fulfill onsite service commitments.
• Maintain a flexible work schedule to accommodate client needs.
• Provide on-the-job training to peers.
• Perform additional duties as assigned to support customers, staff, or business development.
• Develop and maintain scripts and programs to assist with daily or routine tasks.
• Assist with vulnerability scanning and remediation activities.
• Assist with security audit activities.
• Install, service, support, administer, troubleshoot, and repair computer, server, and cloud environments.
• Install, service, support, administer, troubleshoot, and repair network infrastructure components including wiring, switches, routers, wireless access, and security appliances.
• Install, service, support, administer, troubleshoot, and repair line of business applications.
• Assist with the administration of security-related documentation and tasks.
• Assist with creating quotes and specifying hardware, software, and cloud services.

Requirements

• Minimum of 2 years of experience working with computers.
• Experience assisting customers remotely and on-site.
• Understanding of IP data networks.
• Familiarity with cloud system administration.
• Strong customer service skills.
• Willingness to travel to customer locations in the Cleveland, Ohio area for onsite service or team support.
• An FBI/BCI background check is required.
• Reliable transportation.
• Hybrid remote work arrangement in North Ridgeville, OH 44039.

Technologies

• Professional Services Automation (PSA) Software
• Remote Monitoring & Management (RMM) Software

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Questions

• Are you willing to take an FBI/BCI background check?
• How many minutes will it take you to commute to North Ridgeville, OH from your place of residence?

Experience

IT support experience required: 2 years.

Ability to Commute

North Ridgeville, OH 44039 required.

Work Location

Hybrid remote in North Ridgeville, OH 44039.

Pay

$21.90 - $23.69 per hour