Service Desk Engineer

Service Desk Engineer - Client-Facing MSP Support Role - Warren, Ohio

Location: Warren, OH
Job Type: Full-Time, In-Person
Compensation: $55,000-$65,000 per year, based on experience

About Managed IT Force

Managed IT Force provides comprehensive IT management and support services to small and medium-sized businesses throughout Western Pennsylvania and Eastern Ohio.

We are a growing Managed Service Provider (MSP) focused on building long-term relationships with our clients through responsive support, practical solutions, and personal accountability. Our team becomes the outsourced IT department for the organizations we serve, helping them operate securely, efficiently, and without technology becoming a distraction from their business.

We are seeking a Service Desk Engineer who will work primarily on-site in Warren, Ohio while supporting users across our entire client base.

Why This Position Matters

This is not a typical help desk role.

Managed IT Force maintains an on-site presence at one of our largest manufacturing clients to ensure immediate hands-on assistance when physical support is needed. While some days may involve assisting users at that location, much of your time will be spent supporting all Managed IT Force clients remotely as part of our service team.

The person in this role becomes the daily face of Managed IT Force at an important client site while helping deliver support to businesses throughout the region.

As our company continues to grow, we expect this individual to become an increasingly important member of our service organization. We are looking for someone who wants to build a career, grow their skills, and become a trusted technical resource for both clients and coworkers.

What Success Looks Like

Successful candidates:

• Take ownership of issues and follow them through to resolution.
• Stay productive without constant supervision.
• Build trust with users, management, and coworkers.
• Communicate clearly and professionally.
• Follow through on commitments.
• Take pride in providing exceptional customer service.
• Look for solutions instead of excuses.
• Represent Managed IT Force professionally every day.
• Continue learning and developing their technical skills.

Responsibilities

Service Desk Support

• Troubleshoot and resolve Windows workstation issues.
• Support Microsoft 365 applications and services.
• Install, deploy, and configure desktop computers and peripherals.
• Onboard and offboard end users and systems
• Assist users with software, login, email, printing, and connectivity issues.
• Document work performed and maintain accurate ticket records.
• Escalate issues appropriately while maintaining ownership of communication and follow-up.
• Collaborate with other engineers to resolve complex issues.

On-Site Client Support

• Provide hands-on support when physical assistance is required.
• Assist with workstation deployments, hardware replacements, and equipment upgrades.
• Coordinate with client personnel and Managed IT Force engineers.
• Maintain a visible, professional presence at the client location.
• Help ensure users receive prompt and effective support when business-critical issues arise.

Required Skills

• Strong understanding of Windows 10 and Windows 11
• PC hardware troubleshooting and repair
• Microsoft Office and Microsoft 365 applications
• Printer and peripheral support
• Basic networking concepts
• Effective troubleshooting and problem-solving skills
• Experience supporting users in a business environment
• Strong verbal and written communication skills

Preferred Skills and Experience

• Help Desk or Desktop Support experience
• Microsoft 365 administration
• Active Directory user management
• Network switch and cabling experience
• Cybersecurity solutions and best practices
• Manufacturing environment experience
• Managed Service Provider (MSP) experience

Who We're Looking For

We're looking for someone who combines technical aptitude with professionalism, accountability, and a strong work ethic.

You do not need to know everything. You do need to be dependable, willing to learn, comfortable interacting with users, and committed to doing quality work.

This role is ideal for someone who enjoys solving problems, helping people, and being part of a team that clients genuinely depend on.

The right candidate understands that excellent support is about more than fixing technology. It's about building trust, communicating effectively, and following through when people need help.

This Position Is Probably Not a Good Fit If:

• You need constant direction to stay productive.
• You dislike interacting with users.
• You prefer to work independently with minimal communication.
• You frequently leave tasks unfinished or rely on others to follow up.
• You are looking for a temporary position while searching for something else.
• You view customer service as less important than technical skills.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k) with Company Match
• Paid Time Off
• Professional Development Opportunities
• Exposure to a wide variety of technologies and business environments

Application Requirements

To be considered, applicants must submit:

• Resume
• Cover Letter

In your cover letter, please answer the following question:

Describe the most challenging technology problem you solved for another person and explain how you approached it.

Final Thought

We are not simply looking for someone who can fix computers. We are looking for someone who can become a trusted representative of Managed IT Force, build strong relationships with our clients, and grow into an important member of our service organization.

If you take pride in helping people, solving problems, and being someone others can depend on, we would like to hear from you.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Warren, OH 44483 (Required)

Ability to Relocate:

• Warren, OH 44483: Relocate before starting work (Required)

Work Location: In person