Help Desk IT Support with Windows and MAC

Company in Akron OH

Flexible HOURS

worksome remte with travel to client sites in the akron OH area at times

Will start Part Time and move to more full time hours

Needed ASAP

Contract to hire

25. hour PAY RATE 

Position Summary

We are seeking a friendly, customer-focused Desktop Support Technician II to provide technical support for employees in a mixed Mac and Windows environment. This role is ideal for someone with solid desktop support experience who enjoys solving technical problems while delivering outstanding customer service.

Success in this role requires a balance of technical knowledge and interpersonal skills. The ideal candidate is patient, approachable, communicates clearly with users of all technical abilities, and takes ownership of issues from start to finish.

Key Responsibilities

• Provide Level 2 technical support for Mac and Windows desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot hardware, software, operating system, and application issues.
• Install, configure, and support macOS and Windows operating systems.
• Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, Word, and Excel.
• Set up and deploy new computers, monitors, mobile devices, and accessories.
• Troubleshoot Wi-Fi, VPN, printer, and basic network connectivity issues.
• Manage user accounts, password resets, and workstation provisioning.
• Document support requests and resolutions using the organization''s ticketing system.
• Escalate complex issues to senior IT staff when appropriate.
• Maintain inventory of computer equipment and technology assets.
• Participate in technology deployments, office moves, and hardware refresh projects.
• Deliver timely, professional support both in person and remotely while maintaining a positive customer experience.

Required Qualifications

• 1–3 years of desktop support, help desk, or technical support experience, or an equivalent combination of education and hands-on experience.
• Experience supporting both macOS and Windows 10/11.
• Comfortable installing, configuring, and troubleshooting Mac and Windows computers.
• Familiarity with Microsoft 365 applications.
• Basic understanding of networking concepts including Wi-Fi, VPN, TCP/IP, and printers.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities while maintaining a high level of customer service.

Preferred Qualifications

• Experience supporting Apple hardware including MacBook Pro, MacBook Air, and iMac.
• Familiarity with Apple Business Manager, Jamf, Kandji, or Microsoft Intune.
• Experience with Active Directory or Microsoft Entra ID.
• Experience using an IT service management platform such as ServiceNow, Freshservice, Jira, or Zendesk.
• CompTIA A+, Apple Certified Support Professional (ACSP), or similar certifications are a plus.

Technical Skills

macOS

• Install, configure, and troubleshoot macOS
• Support Apple hardware and peripherals
• Perform software installations and updates
• Basic knowledge of FileVault, Time Machine, and Apple ID management

Windows

• Install, configure, and troubleshoot Windows 10 and Windows 11
• Support Microsoft 365 applications
• Configure printers, network connections, and user profiles

General IT Skills

• Desktop and laptop hardware support
• Basic networking and connectivity troubleshooting
• Mobile device setup and support
• Remote support tools
• Ticket management and documentation

Customer Service & Professional Skills

The ideal candidate understands that delivering exceptional customer service is just as important as solving technical problems.

We are looking for someone who:

• Builds trust and positive relationships with employees at all levels of the organization.
• Communicates technical information in a clear, patient, and easy-to-understand manner.
• Demonstrates empathy and professionalism when assisting users experiencing technical issues.
• Takes ownership of support requests and follows through until issues are resolved.
• Remains calm and composed in high-pressure or fast-paced situations.
• Has a positive attitude and a genuine desire to help others.
• Works collaboratively with teammates while also managing work independently.
• Is dependable, organized, and accountable for meeting commitments.
• Demonstrates curiosity and a willingness to learn new technologies and improve existing skills.
• Maintains confidentiality and professionalism when handling sensitive information.