Job Title

IT Helpdesk Technician

Reports To

The IT Helpdesk Technician reports to the Senior Director, IT & Cybersecurity

Job Overview

The IT Helpdesk Technician is responsible for providing frontline technical support to employees across the organization. This role serves as the primary point of contact for resolving day-to-day technology issues involving workstations, software applications, mobile devices, printers, and general connectivity. The IT Helpdesk Technician ensures users can effectively utilize company technology by troubleshooting problems, fulfilling service requests, and maintaining reliable endpoint systems.

This position works closely with other members of the IT team to support the organization’s technology environment, assist with device deployments, maintain accurate documentation, and escalate complex issues when necessary. The ideal candidate is customer-focused, highly organized, and able to diagnose technical issues while communicating clearly with non-technical users. Success in this role requires strong troubleshooting ability, attention to detail, and a commitment to delivering responsive, professional IT support that helps maintain productivity across the business.

Essential Responsibilities And Duties

User Support & Issue Resolution
- Provide first-line technical support for all employee IT-related issues
Ticket Management
- Monitor and respond to helpdesk tickets, document troubleshooting steps, and ensure timely resolution of user issues
Workstation & Laptop Support
- Install, configure, and maintain desktops, laptops, and related peripherals
Account Provisioning & Access Support
- User account creation, password resets, and access requests according to company procedures
Hardware & Software Support
- Diagnose and resolve issues with PCs, monitors, printers, docking stations, etc
Install, update, and troubleshoot standard business applications and approved software
Workstation & Mobile Device Support
- Assist with setup of company-owned & BYOD workstation/mobile devices
Endpoint Maintenance
- Perform updates, patching, and maintenance to keep endpoints compliant
Technical Documentation
- Document common issues, solutions, and procedures to support knowledge sharing
Escalation & Collaboration
- Escalate complex issues when necessary & include all necessary details and steps taken
Manage & maintain IT equipment inventory and ensure it is stocked and organized properly
Assist in other IT areas as needed
Other projects/tasks as needed

Qualifications/Requirements

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience)
1–3 years of experience in an IT support, helpdesk, or technical support role
Experience troubleshooting Windows-based desktops and laptops
Familiarity with Microsoft 365 applications including Outlook, Teams, and OneDrive
Basic knowledge of Active Directory user/group and Entra Group Management
Experience supporting printers, peripherals, and standard office hardware
Understanding basic networking concepts (DNS, DHCP, TCPIP & Wi-Fi connectivity)
Experience using a helpdesk or ticketing system to track and document issues
Strong troubleshooting and problem-solving skills
Excellent communication skills with the ability to support non-technical users
Ability to prioritize tasks and manage multiple support requests simultaneously
Strong attention to detail and documentation practices
Ability to work independently while also collaborating with the IT team
Commitment to maintaining confidentiality and following security best practices

Physical Requirements/ Working Conditions/Equipment Used:

Fine motor skills and manual dexterity to handle IT hardware and equipment
Ability to operate a computer and other technology-related lab equipment throughout the course of the day
May be required to sit or stand for long periods of time
Offices reachable by elevator but should be able to climb stairs in case the elevator is out of service
Heavier lifting may be required (up to 50 pounds)
Ability to tolerate general office and HVAC noise & fluorescent and/or LED lighting
May be exposed to hazardous chemicals, biohazards, etc.
Candidate must have the ability to maintain punctual daily in-person attendance

Other Requirements

This IS NOT a remote position

Cleveland Diagnostics, Inc., is developing highly efficacious, lab-friendly, affordable diagnostics tests using proprietary technology to improve cancer diagnostics. We pride ourselves in fostering a family-focused, friendly, and flexible organization that places our employee’s well-being and happiness as the primary reason for our success. Are you interested in building your career with a team of industry professionals while making a lasting impact to the lives of millions of people? Bring your talents to Cleveland Diagnostics.

Cleveland Diagnostics offers an extremely robust benefits package which includes:

100% Employer-paid medical for single coverage effective on your date of hire and 50% employer-paid medical for spouse/dependent coverage
100% Employer-paid Dental & Vision for entire family
No cost for employee coverage for Group Term Life, Short & Long Term Disability
4% retirement contribution Employer match
Incentive Performance Plan & Stock Option Program & Commission (Sales Account Execs)
Paid Family Leave Program
Generous PTO plan & holiday program
Flexible work schedule & lucrative employee referral program
Salary range may vary by work state/geographical region/territory
Easy to get to office location with newly built-out office space
Free coffee, snacks and other goodies all day long

Cleveland Diagnostics is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. EEO is the Law. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster on our careers page. Accommodations are available for applicants with disabilities.

Cleveland Diagnostics

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IT Helpdesk Technician