Technical Support
Client Support Specialist
The first person a client reaches when their technology stops working. Windows desktops, Microsoft 365, and getting equipment out the door and working, with regular travel to client sites. Tier 1 to Tier 2, with an engineer above you and a certification budget behind you.
The job
The Client Support Specialist is the first point of contact for our clients. When a client's technology stops working, you are the person who answers, works out what is wrong, and either fixes it or hands it up with notes complete enough that nobody has to come back and ask you a question.
This is a Tier 1 to Tier 2 support role. Most of your time goes on Windows desktop problems, Microsoft 365 accounts and applications, and getting equipment out the door and working, with regular travel to client sites across Northeast Ohio.
Full-time and non-exempt, so hours past 40 in a week are paid at time-and-a-half. Reports to the Service Delivery Manager.
What you would be doing
- Answer client support requests by phone, email, and ticket, inside the service levels we have committed to
- Diagnose and fix Windows desktop and laptop problems: operating system, applications, drivers, and profiles
- Administer Microsoft 365, including user accounts, licensing, Exchange Online, Teams, SharePoint, and OneDrive
- Image, configure, and deploy workstations, laptops, and mobile devices
- Install and verify software, patches, and security updates
- Support printers, scanners, and network hardware at client sites
- Escalate what you cannot finish, with the troubleshooting you already did written down
- Keep ticket notes accurate, and add what you learn to the client documentation
- Travel to client sites across Lake, Geauga, Cuyahoga, Summit, and Portage counties as scheduled
- Keep training, and take the certifications the company pays for
What you need
Applicants must meet all of the following.
- One year of professional IT support experience, or an equivalent mix of coursework, internship, and hands-on personal experience
- Working knowledge of Windows 10 and Windows 11 troubleshooting that you can demonstrate
- Working knowledge of Microsoft 365 from the administration side, not only as a user
- Networking fundamentals: IP addressing, DNS, DHCP, and enough to work out why something will not connect
- The ability to explain a technical problem clearly to a business owner who never wanted to learn about it, in writing and on the phone
- A valid driver's license, a clean driving record, and reliable transportation
- Legal authorization to work in the United States without sponsorship
- Able to work on-site full-time at the Painesville or Hudson office
What helps
- CompTIA A+, Network+, or Microsoft MS-900 or AZ-900
- Time at a managed service provider, or anywhere else you supported more than one company at once
- Experience with a professional services automation or ticketing platform
- Experience with remote monitoring and management tooling
- Active Directory and Entra ID administration
What this role is not
- Not remote or hybrid. On-site five days a week, plus travel to client sites.
- Not a single-environment help desk. You will support many client environments, each with its own standards, tooling, and constraints. If you would rather go deep on one, an internal IT job at one company suits you better than this one does.
- Not a purely technical job. A real part of it is walking a worried, non-technical person through a bad morning. Technical skill on its own will not carry it.
What good looks like in six months
- Tier 1 tickets resolved on your own, inside the service level, without routine escalation
- Work you own either finished or handed over cleanly, never quietly parked
- Documentation another technician can act on without coming back to ask you
- At least one company-funded certification finished
- Clients who mention you by name when they talk about how it went
Working conditions
Office and client sites. Involves lifting and carrying equipment up to 50 pounds, working under desks and in equipment closets, and driving to client locations during the workday.
What everybody here gets
These come with the job, whichever job it is.
Paid weekly
Payday is every Friday, by direct deposit, for the week before. Most of this industry pays twice a month.
Paid time off
PTO accrues every pay period, and the rate grows with your length of service. Up to 80 hours carries into the next year.
Ten paid holidays
Six company holidays, plus four floating days a year that you choose and your supervisor schedules.
Direct Primary Care
Group health coverage through a direct primary care arrangement, which means seeing a doctor without starting with an insurance process.
Bereavement leave
Three paid days for an immediate family member, and one paid day for an extended family member, somebody you were close to, or a pet.
Jury duty leave
Serve without it coming out of your PTO. Give us the summons when you get it and that is the end of the admin.
A schedule with some give
Eight hours inside an 8:00 a.m. to 6:00 p.m. window with a full hour for lunch. Eight to five and nine to six are both normal, and other shifts get approved.
Mileage and expenses
Approved travel is reimbursed on a submitted log, and business expenses on itemized receipts. Your commute is not travel, and nobody pretends otherwise.
401(k) matching
The company matches the first 3 percent of your pay dollar for dollar, then half of the next 2 percent. Put in 5 percent and the company puts in 4.
Donation matching
Give to a cause you care about and the company gives alongside you. What you support is yours to choose.
Training and certification
Certifications paid for and time made for them, plus leadership tracks and internships.
Referral program
Rewards for referrals, for everybody on the payroll rather than only the people in sales.
Apply for this role
A resume and a few lines about why this one. No account to create, no 40-field form.
Equal employment opportunity
Tech Dynamix is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. Reasonable accommodations are available on request during the application process. Ask, and it will be arranged.