24/7 IT Helpdesk Specialist — Columbus Tech Support Pro

Russell Tobin; Columbus (OH); On-site; USD 32,000 - 33,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement savings

Life & disability insurance

Employee assistance program

Job summary

Russell Tobin is seeking an IT Service Desk Agent in Columbus, OH to deliver first-level IT support via phone and live chat. You will triage incidents, document steps, and resolve issues across software, hardware, and infrastructure components.

Ideal candidates have 2–5 years of customer support experience and strong technical aptitude, with flexibility to work afternoon shifts and weekends in a 24x7 service environment.

Qualifications

• 2–5 years of demonstrated customer support experience through phone and chat.
• Strong technical aptitude with ability to learn and support a broad range of IT systems.

Responsibilities

• Provide first-level IT support to end users through phone and live chat.
• Deliver professional, empathetic, and customer-focused support while managing multiple requests.
• Troubleshoot and resolve technical issues involving enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, investigation, diagnosis, resolution, and recovery.
• Use diagnostic tools, knowledge bases, and system resources to identify and resolve technical issues.
• Install, modify, clean, configure, or repair hardware and software as needed.
• Document all support interactions accurately in the ticketing system, including issue details, troubleshooting steps, and resolutions.
• Clearly communicate ticket status, next steps, and resolutions to end users.
• Maintain professional written and verbal communication and proper netiquette during chat interactions.
• Manage phone and chat platforms efficiently while handling multiple requests concurrently.
• Escalate complex or unresolved issues to appropriate teams while maintaining customer expectations.
• Collaborate with team members to share knowledge and ensure consistent service quality.
• Identify opportunities to improve, streamline, or automate service desk processes.
• Maintain professionalism and composure when handling high-pressure or difficult situations.
• Support variable schedules, including weekends, holidays, overtime, and shift changes as needed.

Skills

Customer support experience

IT support

Technical aptitude

Problem-solving skills

Communication skills

Multitasking

Windows knowledge

Education

High school diploma or GED

Tools

Ticketing system

Windows-based systems

Phone and chat support tools

Job description

Russell Tobin is seeking an IT Service Desk Agent in Columbus, OH to deliver first-level IT support via phone and live chat. You will triage incidents, document steps, and resolve issues across software, hardware, and infrastructure components.

Ideal candidates have 2–5 years of customer support experience and strong technical aptitude, with flexibility to work afternoon shifts and weekends in a 24x7 service environment.