Award-winning, 33-year-old multi-state remodeling leader seeks an experienced IT Help Desk Associate to support its growing organization.

The IT Help Desk Associate provides technical end-user support to a variety of employees, teams, and executives. This position is the initial point of contact for technical support requests received by phone, e-mail or other methods. This position is responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware and other IT equipment to ensure optimal performance. The successful candidate must provide quality support to employee end users with a high degree of customer satisfaction in a timely manner by taking ownership of requests and utilizing their technical knowledge to resolve them.

IT Help Desk Job Responsibilities:

• Serve as a first point of contact to end users by responding to technical assistance requests by phone, email, or in person.
• Diagnose and resolve technical hardware and software issues. Follow established procedures to resolve user issues.
• Assist with the deployment/upgrading of laptops, PCs, tablets, and other devices
• Perform onsite and remote troubleshooting through diagnostic techniques and asking pertinent questions
• Determine the best solution based on the issue and details
• Walk the user/employee through the problem-solving process
• Escalate unresolved issues to a senior IT resource
• Keep accurate documentation pertaining to resolutions and root cause analyses
• Follow-up and update IT requests with status updates and accurate notes

IT Help Desk Associate Job Qualifications:

• Associate degree (or relevant course work), preferably in a computer science or related technology field
• Solid knowledge and experience troubleshooting, fixing, upgrading and repairing Microsoft Windows desktops, laptops, tablets, printers and copy/scan/print/fax multifunction devices.
• Understanding of networking principles
• Understanding of Microsoft Operating Systems
• Active Directory experience, a plus
• Office 365 administration experience, a plus
• Experience with Salesforce.com, a plus
• Mobile Device Management experience, a plus
• Call Center/ CRM support experience, a plus
• Clear verbal communication skills and ability to give and follow written and oral instructions.
• Ability to communicate technical solutions in a user-friendly and professional manner.
• Ability to effectively organize and prioritize work as well as concentrate on multiple tasks simultaneously.
• Ability to work independently, find solutions to problems, and make responsible decisions.
• Ability to use good judgment and think quickly and rationally in difficult or stressful situations.
• Occasional lifting of computer and electronic equipment up to 50 pounds, climb ladder, crawl under desks and in tight spaces.
• Must be able to sit and work effectively at a desk or workstation.
• Must be able to stand and work effectively for extended periods of time.
• Must have finger dexterity and hand-eye coordination to work on a computer, telephone, and related office equipment.

COMPENSATION & BENEFITS:

• Competitive pay
• High level of autonomy
• Ability to work independently
• Career advancement opportunities
• Professional work environment, brand-new, centrally located offices
• State-of-the-art technology tools and resources
• Backing of 33-year-old stable industry leader
• Collaborative, driven, entrepreneurial environment
• Executive leadership support

About Us:

Serving the needs of homeowners since 1989, Improveit! Home Remodeling is a leading, continuously growing, replacement contracting company headquartered in Columbus Ohio. Markets served include Columbus, Dayton, Cincinnati, Louisville/Lexington and Southern Indiana. We specialize in replacement windows, bathroom remodeling and walk-in safety tubs. BBB-Accredited with an A+ rating and 23-time Consumers’ Choice Awards Winners, we’ve completed over 60,000 jobs, and one in four is for a repeat customer.

We foster a culture focused on winning and our passion is deeply rooted in continuous improvement. We seek leaders who are interested in developing leaders. For us, “Improveit” is more than a name – it’s an attitude that governs all that we do for our staff, our customers, and our communities.

We value curiosity, passion, continuous improvement, and the relentless pursuit of excellence. If working for an organization that is driven to be the best and understands that it takes a stellar mix of people, processes, and technology to be a leader, this could be the home for you.

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