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Champion Windows & Home Exteriors · 3 weeks ago

IT Service Technician Tier II

Twinsburg, OH

Full-time

Onsite

Entry Level

$26.44/hr - $26.44/hr

1+ years exp

Great Day Improvements is currently seeking a qualified candidate for the full-time position of Service Desk Technician. The Service Desk Technician serves as the first point of contact for IT support, resolving common technical issues while following established procedures and escalating complex issues to Tier II support.

ConstructionConsultingHome ImprovementHome RenovationInterior Design

Responsibilities

Serve as the first point of contact for IT support, providing technical assistance via phone, email, and remote support tools

Follow documented troubleshooting steps to resolve common hardware, software, and network issues

Assist users with password resets, account unlocks, and access requests in Active Directory, Azure, and Office 365

Support standard IT equipment, including Windows computers, mobile devices, printers, and VoIP phones

Log all incidents, requests, and resolutions in FreshService or other ITSM tools, ensuring accurate documentation

Maintain IT knowledge base articles by updating and suggesting improvements based on common support issues

Perform routine IT tasks such as software installations, printer setup, and workstation configurations

Follow defined escalation procedures to refer advanced issues to Tier II support

Assist in onboarding and offboarding users by following documented processes for account creation, provisioning, and deprovisioning

Support IT security initiatives by ensuring compliance with company policies and best practices

Participate in training sessions to develop technical skills and improve troubleshooting effectiveness

Qualification

Windows 10/11ITSM ticketing systemsActive DirectoryOffice 365CompTIA A+Customer service skillsTroubleshooting skillsCommunication skills

Required

1-2 years of experience in an IT support role, helpdesk, or customer service environment

Basic knowledge of Windows 10/11, iOS, and Android troubleshooting

Experience using ITSM ticketing systems such as FreshService, ServiceNow or Zendesk

Familiarity with Active Directory, Office 365, and enterprise applications such as Microsoft Teams and OneDrive

Strong written and verbal communication skills, with a focus on clear, user-friendly support

Ability to follow structured troubleshooting steps and escalate complex issues appropriately

Customer service-oriented mindset with a proactive approach to issue resolution

Preferred

Certifications such as CompTIA A+ or coursework toward IT certifications

Company

Champion Windows & Home Exteriors

Glassdoor2.5

With over six decades of experience and expertise, Champion Windows and Home Exteriors, a Great Day Improvements brand, is one of the nation’s leading home improvement companies.

Founded in 1953

Cincinnati, Ohio, USA

1001-5000 employees