Service Desk Specialist
ConsultNet
Cleveland, OH
Title: Service Desk Specialist
Location : Cleveland, OH
Target Start Date : Oct. 13
Type: (C, CTH, D) CTH
Pay Rate / Salary (Ranges OK) : $20-$30/HR
Travel to 13 client local locations within Cleveland is required
Candidates must have their own transportation and mileage will be reimbursed
Position Summary
We are seeking a Service Desk Specialist who combines outstanding customer service with strong technical expertise. This role serves as the first point of on-site contact for IT support, ensuring our staff have the tools, access, and systems they need to provide excellent care and services. The ideal candidate will be highly skilled in Microsoft 365 administration (Exchange Online, SharePoint, Teams, OneDrive), device troubleshooting, and mobile device management (MDM), while consistently demonstrating patience, professionalism, and a commitment to user satisfaction. This position will also require periodic travel to client's office and program locations (within 25 miles of headquarters) to provide on-site troubleshooting, device setup, and hands-on support.Key Responsibilities
- Customer Support & Service Desk
- Serve as the first line of support for all IT-related issues via phone, email, and ticketing system.
- Deliver exceptional customer service by actively listening, empathizing, and resolving issues promptly.
- Document incidents, requests, and resolutions thoroughly in the service desk system.
- Microsoft 365 Administration
- Administer Exchange Online (mailboxes, distribution groups, policies).
- Support and maintain SharePoint Online sites, permissions, and document libraries.
- Manage Teams/OneDrive access, policies, and user support.
- Provide training and best-practice guidance to staff on Outlook, Teams, and other Office 365 applications.
- Device & Endpoint Management
- Troubleshoot Windows laptops, Chromebooks, and mobile devices (iOS/Android).
- Configure and support MDM solutions (e.g., Intune, AirWatch, JAMF).
- Assist with hardware lifecycle management (procurement, setup, imaging, disposal).
- Deploy software updates, patches, and security configurations.
- After-Hours & On-Call Support
- Provide remote or on-site assistance for urgent IT issues that arise outside of standard business hours (when needed).
- Escalate critical incidents as needed to ensure timely resolution.
- General IT Operations
- Escalate complex technical issues to vCIO or external vendors as needed.
- Support identity and access management, including Entra ID (Azure AD).
- Monitor security alerts and assist in maintaining compliance with IT governance policies.
- Contribute to IT documentation, knowledge base articles, and user guides.
Qualifications
- Education/Experience
- Associate's or Bachelor's degree in Information Technology or related field preferred, or equivalent experience.
- 2–4 years of experience in IT support, service desk, or help desk role.
- Technical Skills
- Proficiency in Microsoft 365 administration: Exchange Online, SharePoint, Teams, OneDrive.
- Strong device troubleshooting (Windows, iOS, Android).
- Experience with at least one MDM platform (Intune, JAMF, AirWatch, or similar).
- Familiarity with networking fundamentals, MFA, and security best practices.
- Soft Skills
- Exceptional communication and customer service skills.
- Ability to explain complex technical concepts in simple, user-friendly terms.
- Strong organizational skills and attention to detail.
- Proactive, solution-oriented mindset with a focus on continuous improvement.
Welcome to ConsultNet and the family of companies, Tekne, SaltClick, TechBridge, and OmniMedia. As a premier national provider of technology talent and solutions, our expertise spans across project services, contract-to-hire, direct placement, and managed services both onshore and nearshore.
Celebrating more than 25 years of partnership with a diverse client base, we've crafted rewarding opportunities for our consultants, fostering high-performing teams that deliver impactful results.
Over the last few years thousands of consultants have found their calling with us in roles that have made a meaningful impact on their lives, enhanced their career, challenged them, and propelled them towards achieving their personal and professional goals. At the ConsultNet family of companies, we believe effective communication is crucial in aligning the right job with your unique skills and professional aspirations. To us, it's all about the personal approach we take and the values we uphold.
Our comprehensive service offerings cover a wide range of technology positions across key markets nationwide. Client more at www.consultnet.com .
We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.