Columbus On-Site IT Help Desk Technician (Hybrid)

Astute Technology Management; Columbus (OH); On-site; USD 26,890,752 - 68,769,792; Full time

Benefits offered by this job

Health coverage

Dental and vision coverage

401(k) with 4% company match

Monthly mobile allowance

PTO 15 days annually

6 paid holidays

Free snacks onsite

Job summary

Astute Technology Management is hiring a Help Desk Technician to be the first point of contact for client end users. You will resolve tickets, document incident details, and ensure customer satisfaction across Windows and Mac environments with Microsoft 365 support.

The role emphasizes strong communication, teamwork, and the ability to multitask in a fast-paced setting. Hybrid work is available after 90 days, with an on-site Columbus office.

Qualifications

• Minimum 2 years' experience in Help Desk or Technical Support.
• Exemplary customer service skills and a client-first mindset.
• CompTIA A+ and Network+ (or commitment to complete within 6 months of hire).
• MTA - Operating, Networking, and Security Fundamentals (or equivalent).
• Basic network troubleshooting skills.
• Experience supporting Windows and MacOS environments.
• Strong communication, active listening, and problem-solving skills.
• Ability to multi-task, adapt quickly, and work well in a team.

Responsibilities

• Serve as the first point of contact for support, responding promptly and kindly to calls and emails, and ensuring every client feels heard and supported.
• Open, document, and resolve Help Desk tickets efficiently, keeping records accurate and clients updated throughout the process.
• Gather and document incident details during first-level phone support, making sure client needs and expectations are clearly understood and communicated.
• Follow company guidelines for ticket creation and triage, updating information as needed and ensuring fair distribution of workload among the team.
• Provide expert support for mobile devices, desktops, laptops (Windows and Mac), and Microsoft 365, including installation, configuration, and troubleshooting.
• Proactively address hardware, software, network, and printing issues, and facilitate new device setups on client networks.
• Conduct and document network audits, and maintain up-to-date client infrastructure records.
• Keep clients informed about the progress of their requests and any changes or outages, ensuring transparency and trust.

Education

CompTIA A+ Certification

CompTIA Network+ Certification

MTA Certification

Tools

Microsoft 365

Job description

Astute Technology Management is hiring a Help Desk Technician to be the first point of contact for client end users. You will resolve tickets, document incident details, and ensure customer satisfaction across Windows and Mac environments with Microsoft 365 support.

The role emphasizes strong communication, teamwork, and the ability to multitask in a fast-paced setting. Hybrid work is available after 90 days, with an on-site Columbus office.