TTx · 2 days ago
Help Desk Engineer
Akron, OH, USA, 44303
Full-time
Onsite
Entry Level
1+ years expTTx is focused on providing clients with best-in-class information technology and customer-centric service. They are seeking a motivated Help Desk Engineer to provide Tier 1-2 technical assistance and support for clients, ensuring high-quality service and support in a team environment.
Cloud ManagementInformation TechnologySoftware
Responsibilities
Provide TTx clients with Tier 1-2 technical assistance and support on client systems and related computing environments from within the TTx Support Center located in Strongsville, OH
Triage all incoming issues and open tickets accordingly in ConnectWise
Intake and prioritize support calls, resolving issues or delegating issues to other team members with a high sense of urgency
Provide basic IT support for Microsoft's core business applications and operating systems
Provide basic IT system support (new user creation, password resets, etc...)
Escalate tickets as necessary following proper procedures
Follow TTx Standard Operating Procedures, operations standards and best practices
Provide consistent communication with clients and timely updates on open tickets as needed in accordance with our SLA's and SOP's. (Ticket progress, impending changes, maintenance windows, etc...)
Monitoring the status and progress toward resolution of all open incidents
Resolution confirmation and proper closure and documentation of incident tickets into ConnectWise
Perform cross platform collaboration with voice and system teams to isolate technical issues
Perform routine system startup and shutdown procedures, proactively notifying users of such planned events
Consult with network users about existing system problems; analyze business process, information flow, and security requirements
Analyze and recommend new technology, or adjustments to existing technology, to improve system and network configurations. Also, determine hardware or software requirements related to such changes
Document and maintain records of hardware and software assets, routine maintenance schedule, system age, health, etc
Participate in on-call rotation to support MSP client base
Proactively learning new technologies by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
Perform all other duties as assigned in support of overall company objectives
Qualification
Required
1-3 years previous experience in an IT customer facing role
Alignment with TTx Core Values
IT / Telecom background
Troubleshooting experience
MS Desktop OS: Windows 7/10
Basic to intermediate experience in: MS Office, Application support, Network, PC hardware, Virtualization, Storage
Customer Service focused with positive attitude
Proactive communicator, innovative, possesses the ability to work both independently and with a team
Strong problem-solving skills, adaptable and comfortable in pressured environments
Detail oriented and well documented
Excellent time management skills
Logical and analytical thinker
Punctual and possess the ability to manage proper expectations of customer and internal stakeholders
Ability to maintain confidentiality when dealing with sensitive information
Ability to work well independently and in a collaborative team environment
Capable of prioritizing workload based on client requirements
Preferred
Bachelor or Associate degree
Benefits
Full benefits package
PTO and Holiday pay
401K
Medical
Dental
Eye
Short term and long term disability
Company
TTx
TTx is a full-service IT provider company that offers bespoke on-premise and cloud-based hosted VoIP business solutions for companies.
11-50 employees
H1B Sponsorship
TTx has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (6)
2023 (3)
2022 (4)
2021 (3)
2020 (5)
Funding
Current Stage
Early StageLeadership Team
Brandon Kenney
Chief Operations Officer
Gale Kenney
Founder
Recent News
MarketScreener
2025-08-26
2025-06-25
Company data provided by crunchbase