cnwr

Help Desk Technician (Tier 1)

Toledo, Ohio · Junior · Full-time

Sponsorship not specifiedDetected 20 days ago

CommunicationMicrosoft Office

About the role

Summary Do you get a little thrill when you turn a frustrated client into a happy one?
Do you stay calm when the tickets are stacking up and three people need you at once?
Are you the one friends and family call when their tech breaks?

Resolve issues to partner satisfaction, and run the escalation process for tickets that can't be triaged.
Perform moves, adds, changes, and deletes in Active Directory and Microsoft365.
Perform, update, and document procedures in CNWR systems.

Proficiency in Microsoft Office Suite
1-3 years of experience in IT services
Experience with a ticketing platform
Basic comprehension of computer networking
How We Measure Success:
As a technology company, we're very data driven. Help Desk Technicians will be measured on:
Primary (Direct Ownership)
% First Touch Ticket Resolution
% Tickets w/ KB Used
Total Tickets Closed (Past 14 Days)
Secondary (Team-Contributed)
Customer Satisfaction (Current Quarter) - Target ≥ 95
Average SLA Adherence (TTR%) - Target ≥ 85%

This listing is sourced directly from cnwr's careers page and normalized into a canonical job model.