Tier 1 / Tier 2 Service Desk Engineer

Job Title : Tier 1 / Tier 2 Service Desk Engineer Job Location : North Canton Ohio 44720 Onsite Requirements : Microsoft Entra experience Experience troubleshooting local application Experience troubleshooting hardware issues Job Description : As a Tier 1 / 2 Service desk technician, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to drive resolutions are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support with consistent client satisfaction. Responsibilities : Provide technical support to end-users for hardware, software, and network issues in a Windows environment. Troubleshoot and resolve technical issues related to Windows operating systems, Microsoft Office Suite, Microsoft Teams, Microsoft Cloud, and other business applications. Manage and maintain user accounts, permissions, and access rights in Entra. Install, configure, and maintain computers, printers, and other peripheral devices. Collaborate with other IT team members to identify and implement improvements to IT processes, systems, and policies. Maintain Account Management forms during onboarding and offboarding of teammates. Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs' accessories, IT supplies, etc. using spreadsheets. Participate in IT projects and initiatives as required. Serve as the first point of contact for customers seeking technical assistance over the phone, email, MS Teams, or walk-ups. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Drive resolution wherever possible and direct unresolved issues to the next level of support personnel as necessary. Provide accurate information on IT products or services. Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and drive process improvements across the team to better facilitate our customers. Requirements and Skills : 3+ years experience as a Desktop Support Engineer, Technical Support Engineer, or similar role. Working knowledge with Microsoft Azure / Active Directory, Intune. Hands-on experience with Windows and Android environments. Strong understanding of desktop and mobile operating systems, hardware, and basic networking. Solid grasp of office automation products and computer peripherals including printers and scanners. Excellent interpersonal, written, and verbal communication skills. Strong problem-solving and critical thinking abilities. Ability to work effectively both independently and within a team. Ability to resolve issues remotely and provide clear, concise instructions. Ability to balance and prioritize work with competing deadlines.

• 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply. This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future