Top IT Support & Helpdesk Jobs in Cleveland, OH

Lead a global End User Services team delivering 24/5 support for GitLab's SaaS toolstack. Own EUS strategy, incident/request/problem/change management, SLAs, CSAT, asset and SaaS lifecycle, and scale support via automation, self-service, and AI. Partner cross-functionally with People, Security, IT Engineering, Workplace, Finance, and Procurement to optimize onboarding, tooling, vendor relationships, and operational KPIs.

Provide advanced technical escalation support for Samsara's SaaS and hardware products. Lead deep-rooted investigations using logs, diagnostics, and API/JSON analysis; coordinate with Engineering, Product, and Customer Success; mentor support teams; document post-mortems; and participate in incident management and on-call rotations to resolve high-impact customer issues.

Lead and execute remote technical implementations for dental practices from signing through go-live. Configure PMS integrations, set up remote access and network configurations, manage AWS-hosted Windows VMs/ETL, handle support volume, liaise with MSPs, and improve onboarding processes and automation while partnering with cross-functional teams.

Provide first-line remote and on-site technology support for employees and contractors, troubleshoot hardware/software issues, use help-desk tools, escalate to higher-level teams, and ensure customer-focused resolution following PNC policies.

Provide application support and troubleshooting, optimize operational processes, liaise between business and IT, analyze performance and reporting, and implement improvements to ensure operational effectiveness and reduced downtime.

Provide Tier 1 IT support, manage employee onboarding/offboarding and hardware lifecycle, maintain IT documentation and knowledge base, assist with access reviews and legal hold processes, support Jira administration, handle IT procurement/expenses, and communicate IT changes to users.

Manage IT vendor relationships (network, Office 365, analytics), lead internal help desk and data staff, oversee Office 365/Teams, Power BI and SQL reporting, ensure security/compliance (HIPAA, SOC 2), and drive IT projects, automation, and business-continuity planning.

Administer and monitor SharePoint 2013 farm including storage and databases; perform user setup and site collection creation; provide user assistance, troubleshoot issues, implement changes, and coordinate with technical teams and business users.

Design, deploy, and maintain enterprise LAN/WAN networks across Fortinet, Cisco Meraki, and Juniper platforms. Lead implementations, upgrades, SD-WAN, HA firewall clusters, VLANs, and secure zoning. Configure BGP/OSPF, IPSec/SSL VPNs, Azure network connectivity, IDS/IPS, and VoIP (SIP/QoS). Perform packet-level troubleshooting, produce KPI reports, and maintain detailed network documentation while driving performance tuning and root-cause remediation.

Provide expert Tier-2 support for desktops, laptops, peripherals, software, and network connectivity. Install/configure systems and patches, deploy workstations and accounts, document processes and assets, maintain security/compliance, support collaboration/conference-room systems, deliver user training, and collaborate with IT teams to resolve advanced issues.