Tier 1 Help Desk Technician
Location: Akron, Ohio
Job Type: Full-Time
Department: Managed IT Services
About CTMS
CTMS is a growing Managed Services Provider (MSP) delivering enterprise-level IT services, cybersecurity, cloud solutions, and strategic technology consulting to businesses throughout Ohio and across the United States. Our mission is to provide exceptional technology solutions backed by outstanding customer service.
We believe our people are our greatest asset. We invest in training, professional development, and career advancement, providing our employees with opportunities to grow into advanced technical, engineering, cybersecurity, and leadership roles.
If you're passionate about technology, enjoy helping people, and are looking to build a long-term career in IT, we'd love to meet you.
Position Summary
CTMS is seeking a motivated and customer-focused Tier 1 Help Desk Technician to join our growing Service Desk team.
As the first point of contact for our clients, you will provide exceptional technical support while troubleshooting a wide variety of hardware, software, networking, and Microsoft 365 issues. This role is ideal for someone who enjoys solving problems, learning new technologies, and delivering an outstanding customer experience.
Working in a Managed Services Provider (MSP) environment means every day brings new challenges and opportunities to expand your technical knowledge while supporting multiple businesses across various industries.
Key Responsibilities
- Serve as the first point of contact for client technical support requests via phone, email, remote support, and our ticketing system.
- Diagnose and resolve desktop, laptop, printer, mobile device, Microsoft Windows, Microsoft 365, and application-related issues.
- Troubleshoot basic networking issues including connectivity, DNS, DHCP, Wi-Fi, and VPN problems.
- Document all troubleshooting steps, resolutions, and communications accurately within our ticketing system.
- Escalate complex issues to Tier 2 or Tier 3 engineers while providing complete documentation.
- Install, configure, and deploy computer hardware, software, and peripheral devices.
- Assist with user account management, password resets, Microsoft 365 administration, and Active Directory/Entra ID tasks.
- Perform preventative maintenance and system updates as directed.
- Educate end users on technology best practices and basic troubleshooting techniques.
- Follow established Service Level Agreements (SLAs) and internal procedures.
- Collaborate with teammates to continuously improve service quality and client satisfaction.
- Participate in technical training and professional development.
- Perform additional duties as assigned.
Required Qualifications
- High School Diploma or GED
- Strong customer service and interpersonal skills
- Excellent verbal and written communication abilities
- Basic knowledge of Microsoft Windows 10/11
- Familiarity with Microsoft Office and Microsoft 365 applications
- Basic understanding of computer hardware and troubleshooting
- Basic understanding of networking concepts including TCP/IP, DNS, and DHCP
- Strong analytical and problem-solving skills
- Ability to prioritize tasks and manage multiple requests in a fast-paced environment
- Ability to work independently while contributing positively to a team
- Positive attitude with a willingness to learn new technologies
Preferred Qualifications
- One or more years of Help Desk or IT Support experience
- Experience working for a Managed Services Provider (MSP)
- Experience using ConnectWise Manage or similar ticketing systems
- Experience with ConnectWise Automate, Datto RMM, or other remote management platforms
- Experience supporting Microsoft 365 environments
- Experience with Active Directory and Microsoft Entra ID
- CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent technical certifications
What We're Looking For
The ideal candidate is someone who:
- Enjoys helping people and solving technical problems
- Communicates professionally and confidently with clients
- Is dependable, organized, and detail-oriented
- Maintains a positive attitude under pressure
- Is curious and continuously seeks to expand their technical knowledge
- Works well both independently and as part of a collaborative team
- Takes pride in providing an exceptional customer experience
Career Growth
At CTMS, we believe in promoting from within.
Successful Tier 1 technicians have opportunities to advance into roles including:
- Tier 2 Help Desk Technician
- Systems Administrator
- Project Engineer
- Cloud Engineer
- Cybersecurity Specialist
- Solutions Architect
- Technical Manager
We actively invest in employee development through mentoring, hands-on experience, and technical training.
Your First 90 Days
During your first 90 days, you'll:
- Learn CTMS service desk processes and workflows
- Become proficient with our ticketing and remote support tools
- Resolve common Tier 1 support requests independently
- Build confidence supporting Microsoft 365 and Windows environments
- Meet established service response expectations
- Deliver exceptional customer service to our clients
- Become a valued member of our Service Desk team
Why Join CTMS?
At CTMS, you'll be more than just another technician. You'll join a team that values integrity, professionalism, continuous improvement, and teamwork.
We offer a collaborative work environment where your ideas are welcomed, your growth is encouraged, and your success is recognized.
Whether you're looking to launch your IT career or take the next step professionally, CTMS provides the opportunity to build a rewarding future with a company committed to excellence.
If you're ready to make a difference and grow your career in Information Technology, we encourage you to apply today.
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
- Professional development assistance
Ability to Relocate:
- Akron, OH 44307: Relocate before starting work (Required)
Work Location: In person
