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3 results for It Support Tech in Cleveland, OH
- Independence, OH
- onsite
- Temporary / Contract
- 18.2115 - 21.087 USD / Hourly
- <p>Position Summary</p><p>Our client is seeking an experienced Software Support Analyst to join a collaborative team of support professionals. The organization is preparing to release two new software systems, requiring end users to migrate to the new platforms. This transition is expected to create an increased need for application assistance, troubleshooting, and user education.</p><p>The Software Support Analyst will provide first-line support for SaaS applications, respond to incoming support requests, investigate software-related issues, and guide users through effective resolutions. The ideal candidate has previous experience supporting software or business systems, strong communication skills, sound problem-solving abilities, and an interest in developing into a future Customer Success Manager role.</p><p><br></p><p>Key Responsibilities</p><ul><li>Provide first-line support for SaaS platforms, software applications, and related system functionality.</li><li>Respond to incoming support requests received by phone, email, chat, or the organization’s ticketing system.</li><li>Evaluate and prioritize support requests based on urgency, business impact, and established service expectations.</li><li>Assist end users as they migrate to and begin using two newly released software systems.</li><li>Troubleshoot application access, configuration, navigation, functionality, and general usage issues.</li><li>Gather relevant information from users and apply diagnostic procedures to identify the cause of software problems.</li><li>Ask clear, targeted questions to understand reported issues and guide users through appropriate troubleshooting steps.</li><li>Explain software features, processes, and solutions in clear, user-friendly language.</li><li>Educate users on proper system procedures to improve adoption and reduce repeated support requests.</li><li>Accurately document support requests, troubleshooting steps, identified causes, and completed resolutions in the ticketing system.</li><li>Maintain detailed records of unresolved issues and provide complete information when escalating tickets to second-level support or technical teams.</li><li>Monitor escalated issues to help ensure timely resolution and user satisfaction.</li><li>Identify recurring support trends and potential system-wide problems.</li><li>Test and document suspected software issues before forwarding them to the appropriate technical resource.</li><li>Communicate known issues, service interruptions, and resolution updates to affected users and internal stakeholders.</li><li>Contribute to support documentation, knowledge-base articles, frequently asked questions, and user instructions.</li><li>Partner with implementation, product, technical, and customer-facing teams to improve the overall user experience.</li><li>Perform additional software support responsibilities as needed.</li></ul>
- 2026-10-09T00:00:00Z
- Cleveland, OH
- onsite
- Temporary to Hire
- 17.1 - 18 USD / Hourly
- We are looking for a Citizen Support Specialist to join a city service team in Cleveland, Ohio. This onsite role is a contract opportunity with the potential to become permanent for someone who enjoys helping the public, managing a high volume of inquiries, and providing clear guidance across city programs and services. The ideal candidate brings strong communication skills, careful attention to detail, and the ability to remain focused and accurate in fast-paced customer interactions.<br><br>Responsibilities:<br>• Respond to a high volume of inbound resident calls each day and deliver courteous, solution-focused support.<br>• Record, update, and monitor service requests within the city’s customer relationship management system with a high level of accuracy.<br>• Provide residents with dependable information about municipal services, public programs, community events, and city facilities by using approved reference tools and knowledge resources.<br>• Follow established call handling procedures to resolve inquiries directly or direct them to the appropriate department when further action is needed.<br>• Assist callers with property and location-related questions by using internal lookup tools, mapping resources, and related city systems.<br>• Support communication with residents who have limited English proficiency by accessing translation services when appropriate.<br>• Maintain confidentiality and precise documentation throughout every interaction and data entry task.<br>• Contribute to consistent service delivery by adhering to scripted guidance, workflow expectations, and quality standards in a structured call center environment.
- 2026-10-08T00:00:00Z
- Green, OH
- onsite
- Temporary / Contract
- 19.95 - 23.1 USD / Hourly
- <p>We are looking for a Help Desk Analyst to join a Long-term Contract opportunity supporting a large-scale infrastructure initiative in Canton, Ohio. This position focuses on providing technical assistance tied to equipment validation and end-user support across a broad network of corporate locations. The ideal candidate brings a strong help desk background, communicates clearly with users and internal teams, and maintains precise records throughout each stage of support.</p><p><br></p><p>Responsibilities:</p><p>• Provide front-line technical support for users by diagnosing common hardware, software, and connectivity issues in a timely manner.</p><p>• Perform pre-deployment and post-deployment validation of IT equipment to confirm readiness and proper operation during the infrastructure upgrade project.</p><p>• Document incidents, resolutions, and follow-up actions thoroughly within the service desk ticketing system.</p><p>• Support activities related to switch upgrade efforts across numerous sites by verifying device status and escalating issues when needed.</p><p>• Use Active Directory and Windows-based tools to assist with user access, account support, and workstation troubleshooting.</p><p>• Communicate effectively with team members, project leads, and end users to provide updates, gather required information, and ensure smooth support coverage.</p><p>• Follow established support procedures and quality standards while handling a high volume of technical requests with accuracy and attention to detail.</p>
- 2026-10-09T00:00:00Z