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3 results for Help Desk Support Manager in Westlake, 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>
- 2026-10-06T00:00:00Z
- Twinsburg Nt, OH
- onsite
- Temporary / Contract
- 0 - 0 USD / Yearly
- <p>We are looking for a Help Desk/Desktop Support Analyst for short-term, interim support for 1-2 weeks in Twinsburg, Ohio. This onsite role supports day-to-day technology needs for end users, with a strong focus on desktop support, issue resolution, and maintaining reliable operations in a manufacturing setting. The ideal candidate brings practical troubleshooting experience, communicates clearly with both local staff and broader IT teams, and is comfortable responding quickly when technical issues affect production.</p><p><br></p><p>Responsibilities:</p><p>• Deliver onsite assistance for desktop systems and end-user technology, resolving technical problems efficiently to minimize downtime.</p><p>• Diagnose and address issues involving PCs, peripheral hardware, cabling, workstation connectivity, switches, and network ports.</p><p>• Act as the primary point of coordination between local employees and remote or global IT teams to ensure timely support and follow-through.</p><p>• Provide technical support for systems and equipment used in manufacturing and production environments.</p><p>• Route more complex application, infrastructure, or network incidents to the appropriate support teams while maintaining ownership of issue tracking.</p><p>• Share timely status updates with stakeholders when technology problems have an impact on production activities.</p><p>• Manage and respond to service desk tickets, ensuring requests are documented, prioritized, and completed appropriately.</p>
- 2026-10-06T00:00:00Z
- 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>
- 2026-10-01T00:00:00Z