The Equity Engineering Group
IT Helpdesk Support Specialist I
The Equity Engineering Group, Shaker Heights, Ohio, United States
Position Overview
The IT Help Desk Support Specialist I is responsible for delivering prompt and professional technical support to employees across the organization. This includes support for hardware, software, operating systems, mobile devices, printers, network access, and cloud-based platforms. The ideal candidate is a customer-focused problem solver who is eager to learn, adaptable, and able to manage a high volume of support requests. This role is also critical in onboarding and offboarding users, maintaining documentation, and assisting in IT operational tasks. Responsibilities
Monitor, triage, and assign incoming support tickets through the IT Helpdesk (Jira). Provide Level 1/2 technical support for desktops, laptops, mobile devices, printers, and other IT equipment. Support users in-person and remotely using remote monitoring and management (RMM) or remote assistance tools. Assist with onboarding and offboarding: set up user accounts (Active Directory, Azure AD, M365, Teams, VPN, file shares); configure and deploy user devices; train new users in IT policies, basic tools, and security practices. Provide support for conferencing tools (Microsoft Teams, Zoom, etc.) and AV equipment in meeting rooms. Update and maintain IT documentation (how-to guides, onboarding checklists, system procedures). Escalate tickets that require higher-level access or specialized skills. Collaborate with the internal IT team to identify recurring issues and contribute to long-term solutions. Participate in IT projects and aid with software deployments, inventory audits, and patch compliance. Skill Requirements
A solid understanding of modern IT environments: desktops/laptops, M365, network basics, cloud services Working knowledge of Windows OS (10/11), MacOS, Microsoft Office 365 Suite Jira or other ticketing systems Active Directory, VPN, MFA Basic troubleshooting of network, printing, and user account issues Excellent verbal and written communication skills Strong customer service and interpersonal skills Ability to follow standard procedures and complete tasks with minimal supervision Eagerness to learn and grow in a collaborative IT environment Education & Experience
Associate degree in Information Technology or a related field required (bachelor’s preferred) 1-3 years of help desk or IT support experience in a business or professional setting Certifications preferred: CompTIA A+, Network+ or equivalent; Microsoft 365 Fundamentals or equivalent (a plus) Work Environment & Schedule
Primarily on-site with flexibility for hybrid work as needed Standard business hours, with occasional after-hours support for priority issues or deployments On-call rotation for 24x7x365 support Seniority level
Entry level Employment type
Full-time Job function
Information Technology
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The IT Help Desk Support Specialist I is responsible for delivering prompt and professional technical support to employees across the organization. This includes support for hardware, software, operating systems, mobile devices, printers, network access, and cloud-based platforms. The ideal candidate is a customer-focused problem solver who is eager to learn, adaptable, and able to manage a high volume of support requests. This role is also critical in onboarding and offboarding users, maintaining documentation, and assisting in IT operational tasks. Responsibilities
Monitor, triage, and assign incoming support tickets through the IT Helpdesk (Jira). Provide Level 1/2 technical support for desktops, laptops, mobile devices, printers, and other IT equipment. Support users in-person and remotely using remote monitoring and management (RMM) or remote assistance tools. Assist with onboarding and offboarding: set up user accounts (Active Directory, Azure AD, M365, Teams, VPN, file shares); configure and deploy user devices; train new users in IT policies, basic tools, and security practices. Provide support for conferencing tools (Microsoft Teams, Zoom, etc.) and AV equipment in meeting rooms. Update and maintain IT documentation (how-to guides, onboarding checklists, system procedures). Escalate tickets that require higher-level access or specialized skills. Collaborate with the internal IT team to identify recurring issues and contribute to long-term solutions. Participate in IT projects and aid with software deployments, inventory audits, and patch compliance. Skill Requirements
A solid understanding of modern IT environments: desktops/laptops, M365, network basics, cloud services Working knowledge of Windows OS (10/11), MacOS, Microsoft Office 365 Suite Jira or other ticketing systems Active Directory, VPN, MFA Basic troubleshooting of network, printing, and user account issues Excellent verbal and written communication skills Strong customer service and interpersonal skills Ability to follow standard procedures and complete tasks with minimal supervision Eagerness to learn and grow in a collaborative IT environment Education & Experience
Associate degree in Information Technology or a related field required (bachelor’s preferred) 1-3 years of help desk or IT support experience in a business or professional setting Certifications preferred: CompTIA A+, Network+ or equivalent; Microsoft 365 Fundamentals or equivalent (a plus) Work Environment & Schedule
Primarily on-site with flexibility for hybrid work as needed Standard business hours, with occasional after-hours support for priority issues or deployments On-call rotation for 24x7x365 support Seniority level
Entry level Employment type
Full-time Job function
Information Technology
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