Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com
We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.
Location: Solon, Ohio, USA (On-site)
Contract Type: Independent Contractor / (1-Year Contract )
Start Date: Immediate
Eligibility: U.S. Citizens and Green Card Holders Preferred
About the Role
Axiom Technologies is seeking an experienced Desktop Support Engineer (Full Time) based in Solon, Ohio. This full-time, independent contractor role involves providing both on-site and remote support for end users while efficiently managing the assignment and coordination of service requests.
You’ll serve as the go-to technical resource for desktop support needs, ensuring the timely resolution of IT issues and smooth coordination among field technicians and internal teams.
Key Responsibilities:
- Deliver on-site and remote support for hardware, software, and infrastructure at branch locations
- Troubleshoot end-user issues related to applications, connectivity, VPNs, and other IT services
- Support and maintain in-house and third-party software, including market data applications
- Act as an escalation point for Helpdesk issues and collaborate with Network Services and global support teams
- Maintain accurate ticketing records, documentation, and ensure compliance with IT policies
- Assist with home office setup and remote work support (firm-issued or personal laptops and virtual machines)
- Participate in after-hours and weekend on-call rotation
- Stay updated on new technologies and internal tools
Required Qualifications:
- ● 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
● Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests
● Escalate issues as appropriate and act as a technical escalation for the end user
● Maintain a high level of customer satisfaction
● Comply with the desktop group practices and procedures
● Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
● Identify technical and process issues and recommend improvements
● Achieve target ticket volumes and ticket resolution levels
● Responsible for compliance with applicable corporate policies and procedures
● Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
● Follows the processes and practices established for the group
● Coordination and consulting with client areas to help analyze problems and needs and recommend technical solutions
● Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS
devices, etc.
● Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues
● Handle software installation/support/upgrades
● Provide 1st/2nd level Help Desk support
● Perform basic LAN and internetworking-related activities
● Have strong internetworking and troubleshooting skills
● Have A+ certification & at least one certification from either Cisco or Microsoft
● May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
● Must be a self-starter and can manage multiple tasks
● Exceptional customer service skills
● Good communication skills
● Ability to work independently or as part of a team
● Ability to complete tasks effectively with minimal supervision
● Must be available to work flexible work schedules
● High-level skill set
● Outstanding people skills
● Self-starter, needs to be able to work on his/her own
● Proficient in Windows 10 & 11 and Office Suite/O365
How to Apply
Interested candidates are invited to send their resumes to:
📧 careers.us@axiomtechnologies.com