NEW JOB OPENING
HELP DESK SPECIALIST
IN Cincinnati, OH, USA!

Required Education:

• High School Diploma or Equivalent



Preferred License/Certification:

• CompTIA A+ Certification



Required Qualifications/Skills/Experience:

• Experience supporting Windows 10 environments

• Experience supporting Microsoft 365 (O365) applications

• Working knowledge of Active Directory

• Basic networking knowledge and troubleshooting skills

• Experience with software deployment tools such as SCCM

• Experience supporting iOS and Android devices

• Experience using ticketing systems for incident and request management

• Strong troubleshooting and problem-solving skills

• Excellent customer service and communication skills

• Strong ticket management and follow-up skills

• Quality research skills to assist with issue resolution

• Reliable attendance and professionalism



Preferred Qualifications/Skills/Experience:

• Previous experience supporting an internal Service Desk environment

• Experience working within a small IT team

• Knowledge of ITIL processes

• Basic Linux support experience preferred



Help Desk Specialist Overview:

• The Help Desk Specialist 1 provides first-level technical support to end users by delivering guidance, troubleshooting assistance, issue resolution, and follow-up for a variety of hardware, software, system, and network-related concerns

• This role serves as a key point of contact for users requiring technical assistance and is responsible for ensuring a positive customer support experience through timely and effective issue management

• The position supports Windows-based environments, Microsoft 365 applications, mobile devices, Active Directory, and software deployment tools

• Responsibilities include responding to inquiries, diagnosing technical issues, documenting incidents and requests, escalating issues when necessary, and coordinating with internal technical teams or vendors to ensure successful resolution

• The Help Desk Specialist is expected to maintain accurate records within ticketing systems, monitor issue status, and provide consistent communication throughout the support process

• Success in this role requires strong analytical thinking, excellent customer service skills, attention to detail, and the ability to troubleshoot a wide range of technical issues

• The ideal candidate is comfortable working in a team-oriented environment, demonstrates sound judgment, communicates effectively with both technical and non-technical users, and is committed to delivering high-quality support while maintaining strong attendance and professionalism



Job Duties:

• Provide technical guidance and support for hardware, software, systems, and network-related issues

• Respond to user inquiries regarding system functionality, processing procedures, and connectivity issues

• Troubleshoot and resolve technical problems involving installed applications, hardware, and software

• Record incidents, service requests, and support inquiries within the ticketing system

• Escalate issues to appropriate technical teams or vendors when necessary

• Track and monitor ticket status through resolution

• Handle approximately 20–30 calls per day.

• Follow up with users to ensure issue resolution and customer satisfaction

• Coordinate with internal IT teams to resolve complex technical issues

• Research technical problems and identify effective solutions

• Maintain accurate support documentation and records

• Perform additional support-related duties as assigned

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**