Help Desk Specialist

Russell Tobin; Columbus (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement savings plan

Life and disability insurance

Employee Assistance Program (EAP)

Legal support services

Discounts with vendors

Job summary

Russell Tobin is seeking a highly organized IT Service Desk professional to provide high-level technical support to end users across the organization. With a minimum of 3 years of experience, you will troubleshoot hardware, software, and system issues, and act as the first point of contact for service desk requests.

The role requires strong communication and a customer-first mindset. You will log incidents in a ticketing system, perform triage and escalation, and collaborate with internal teams

Qualifications

• 3+ years of IT support experience
• Strong troubleshooting skills (hardware & software)
• Experience with ticketing systems (ServiceNow, Remedy, Jira)
• Excellent communication and customer service skills
• Ability to diagnose and resolve technical issues quickly
• Experience working in fast-paced, high-volume environments
• Strong attention to detail and documentation skills
• Self-motivated with ability to work independently
• Customer-facing role (phone, chat, in-person)
• First-call resolution focus
• Opportunity to work with enterprise-level systems and tools

Responsibilities

• Serve as the first point of contact for IT Service Desk support requests
• Provide phone, chat, and in-person support to end users
• Troubleshoot and resolve hardware, software, and system issues
• Log and track incidents using a ticketing system
• Perform incident triage, diagnosis, resolution, and escalation
• Deliver excellent customer service with empathy and urgency
• Document issues, resolutions, and processes accurately
• Support enterprise applications and infrastructure components
• Install, configure, and maintain hardware, software, and peripherals
• Collaborate with internal teams to resolve complex technical issues
• Maintain professionalism in high-pressure situations

Skills

IT support

Customer service

Communication

Problem solving

Independent work

Education

High school diploma or GED

Tools

ServiceNow

Remedy

Jira

Job description

Russell Tobin is seeking a highly organized and proactive IT Service Desk professional with a minimum of 3 years of experience to provide high-level technical support to end users across the organization. This role is ideal for a professional who thrives in a fast-paced environment, demonstrates strong problem-solving skills, and is able to troubleshoot and resolve hardware, software, and system issues.

Key Responsibilities

• Serve as the first point of contact for IT Service Desk support requests
• Provide phone, chat, and in-person support to end users
• Troubleshoot and resolve hardware, software, and system issues
• Log and track incidents using a ticketing system
• Perform incident triage, diagnosis, resolution, and escalation
• Deliver excellent customer service with empathy and urgency
• Document issues, resolutions, and processes accurately
• Support enterprise applications and infrastructure components
• Install, configure, and maintain hardware, software, and peripherals
• Collaborate with internal teams to resolve complex technical issues
• Maintain professionalism in high-pressure situations

Qualifications

• Minimum 3 years of IT support / service desk / help desk experience
• Strong troubleshooting skills (hardware & software)
• Experience with ticketing systems (ServiceNow, Remedy, Jira, etc.)
• Excellent communication and customer service skills
• Ability to diagnose and resolve technical issues quickly
• Experience working in fast-paced, high-volume environments
• Strong attention to detail and documentation skills
• Self-motivated with ability to work independently
• High school diploma or GED required
• Customer-facing role (phone, chat, in-person)
• Focus on first-call resolution and user satisfaction
• Opportunity to work with enterprise-level systems and tools

What We Offer

Pride Global offers eligible employees a comprehensive benefits package, including:

• Medical, dental, and vision coverage
• Supplemental insurance (accident, critical illness, and hospital indemnity)
• 401(k) retirement savings plan
• Life and disability insurance
• Employee Assistance Program (EAP)
• Legal support services
• Auto, home, and pet insurance options
• Employee discounts with preferred vendors

More about us:

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

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