Senior Service Desk Specialist for local MSP (Managed Service Provider)

Network Mgt, LLC - Solon, OH (30+ days ago)

A Senior Service Desk Specialist will provide Tier I and II support to customers experiencing hardware, software and application problems. Candidate will perform basic troubleshooting on many types of hardware. They will also provide general networking support for OS, switches, wireless, firewalls, network cabling.

This position involves providing technical support and troubleshooting to network, desktop, and/or server systems hardware and software. Daily tasks include:

  • Screens, refers and diagnoses customer inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • Installs, configures, and upgrades computer hardware and software.
  • Provides end-user software troubleshooting and support.
  • Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions and provide documentation.
  • Provides troubleshooting and support.
  • Participates in the administration of e-mail systems (Exchange, Office 365, Google Apps)
  • Provides phone and help-desk support for local and off-site users.
  • Provides guidance and work leadership to less-experienced technicians.
  • Maintains current knowledge of relevant technologies as assigned
  • Participates in special projects as required.


Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience. A candidate with 3-5 years of experience in a IT environment with Windows Servers, Desktops and VMware/Hyper-V virtualization will be strongly considered. Applicant should be comfortable running an entire remote site independently and proficient with all types of Tier II issues.

Candidate should expect the position to involve 20%-30% travel in Northeast Ohio and occasional remote client locations throughout the US.


In working with Network Management, you will have an opportunity to learn and grow with like minded technicians that are passionate about evolving technology and have a strong desire to support clients, and continually develop and refine reliable IT solutions for our customers. Our support personnel will have real world access to the fix the problems, that means access to servers, VMware & Hyper-V, switches, SAN's, wireless, firewalls, etc. You will be about grow as a technical resource.

Job Type: Full-time

Salary: $42,000.00 /year


  • IT support: 4 years


  • Associate

Required work authorization:

  • United States