Ccent Jobs in Ohio (NOW HIRING)

Job Summary
We are seeking an End User Support Specialist 1 to provide high-quality desktop and end-user technical support. The role involves troubleshooting software, hardware, network, and peripheral issues; configuring computer systems according to company policies; assisting users with technical problems; and ensuring timely resolution of reported issues. The specialist will also perform system maintenance, operating system updates, data backup activities, and help-desk support while maintaining privacy and security requirements when handling sensitive company data.
Key Responsibilities
• Work with vendors to troubleshoot and resolve technical issues.
• Provide support for desktop computers, laptops, peripherals, and mobile devices.
• Install and configure desktop computer hardware, software, and peripherals using standard procedures.
• Diagnose hardware, software, and network issues by gathering information from users and guiding them through appropriate solutions.
• Train users on computer hardware and software, including printers, email programs, and various business applications.
• Track pending and completed help-desk requests and monitor the status and resolution of reported issues.
• Answer inbound phone calls and respond to voicemails.
• Respond to inbound chats and provide timely technical assistance.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow support work as needed.
• Perform regular maintenance and operating system updates while minimizing downtime and maintaining user productivity.
• Assist with data backup activities to help protect against data loss or corruption.
• Configure computer systems in accordance with company policies and procedures.
• Follow applicable privacy and security requirements when handling sensitive information and company data.
• Follow up with users to confirm that reported issues have been resolved.
Required Qualifications
• Associate degree or higher in Information Technology, Computer Science, or a related field.
• CompTIA A+ certification or equivalent foundational desktop support knowledge.
• Knowledge of Microsoft technologies and entry-level certifications such as Microsoft Certified Solutions Associate (MCSA), Microsoft Technology Associate (MTA), or Microsoft Office Specialist (MOS) is preferred.
• Cisco Certified Entry Networking Technician (CCENT) and/or Cisco Certified Technician (CCT) certification or equivalent networking knowledge.
• Basic understanding of computer hardware, software, networking, and peripheral devices.
• Strong troubleshooting and problem-solving skills.
• Strong attention to detail and organizational skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to utilize critical thinking to diagnose and resolve technical issues.
• Ability to work effectively with users, vendors, and internal teams.
Preferred Qualifications
• Experience providing desktop, help-desk, or end-user technical support.
• Experience supporting printers, email applications, mobile devices, and other common workplace technologies.
• Familiarity with basic network communications, installations, maintenance, routing and switching, network security, and wireless technologies.
• Familiarity with ticketing/help-desk systems and quality assurance processes.
Certifications
• CompTIA A+
• Microsoft Certified Solutions Associate (MCSA)
• Microsoft Technology Associate (MTA)
• Microsoft Office Specialist (MOS)
• Cisco Certified Entry Networking Technician (CCENT)
• Cisco Certified Technician (CCT)
Additional Requirements
• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Ability to work flexible schedules based on business needs.
• Ability to work in an office environment.
• Ability to sit for extended periods.
• Ability to use a keyboard and mouse for extended periods.
• Ability to work in front of a computer screen for extended periods.