Service Desk/Hardware Management Technician

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Job Title: Service Desk Technician
Location: Cleveland, OH (On-Site 5x/week)
Eligibility: Gravity can only consider US Citizens or Green Card Holders at this time.

Job Summary:
We are seeking a motivated and versatile Service Desk Technician to join our clients IT Services team. This role is crucial in providing technical support, managing hardware, and maintaining inventory. The ideal candidate will have a foundational understanding of Microsoft applications, a basic certification such as A++, and be comfortable with hands-on tasks related to hardware management. This position requires the ability to operate effectively both in person and over the phone.

Key Responsibilities:
Service Desk Duties:

• Provide technical support for Microsoft OS and M365 issues.
• Handle incoming service desk calls, offering troubleshooting and support.
• Demonstrate strong customer service skills and effective communication over the phone.
• Perform basic computer tasks and support related to hardware and software issues.

Hardware Management Duties:

• Physically manage and move devices and equipment, typically 30 lbs. or less.
• Assist with inventory management, including scanning and tagging devices.
• Help with equipment stock management, storage, and the decommissioning process, including packing and shipping.
• Unpack returns and update inventory databases.
• Wipe and image ~20 devices/week as needed.
• Conduct a thorough inventory of all devices.

Technical Skills Required:

• Proficiency with Microsoft applications (e.g., OS, M365).
• Basic understanding of Azure (preferred but not required).
• A++ Hardware Certification or equivalent experience.

Soft Skills:

• Strong organizational skills and the ability to manage physical tasks (standing, moving boxes).
• Effective stress management and the ability to handle high-pressure situations.
• Good-natured with excellent communication skills, both over the phone and in person.
• Ability to work collaboratively with others and adapt to changing needs.

Additional Information:

• Expect a variety of tasks including inventory updates, device imaging, and organizational responsibilities.

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