Help Desk Support Specialist

Golden Technology; Cincinnati (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

A technology services provider is looking for a Help Desk Analyst in Cincinnati, Ohio. This role involves delivering IT support both in-person and remotely, addressing hardware and software issues while providing exceptional customer service. The ideal candidate will have over 3 years of experience in IT support, strong troubleshooting skills, and be proficient in Microsoft 365 applications. Outstanding communication and customer service skills are essential for this position.

Qualifications

• 3+ years’ experience in Help Desk or IT support role.
• Proficiency with Microsoft 365 applications and collaboration tools.
• Strong technical troubleshooting skills across hardware and software.

Responsibilities

• Provide in-person and remote IT support to customers.
• Troubleshoot incidents related to desktops, networking, and peripherals.
• Prioritize and manage help desk tickets effectively.

Skills

Technical troubleshooting

Customer service skills

Communication skills

Problem-solving mindset

Tools

Jamf

SCCM

Intune

ServiceNow

Job description

The Help Desk Analyst serves as the first point of contact for IT support, delivering in-person and remote assistance to internal and external customers. This role supports the Support Bar and general IT service desk operations, aiming to provide exceptional service and efficient technical resolution.

Key Responsibilities:

• Staff the Support Bar and Service Desk, providing in-person and virtual support.
• Provide 1st and 2nd level support for hardware, Microsoft 365 applications, macOS, Windows, mobile devices, and A/V systems.
• Support IT onboarding for new hires, including setup and equipment distribution.
• Troubleshoot and resolve incidents related to desktops/laptops, collaboration tools (Teams, Surface Hubs, MTR), networking, printers, and peripherals.
• Maintain ServiceNow tickets, documentation, and the CMDB; assist with extending the service catalog.
• Prioritize tickets according to business impact, ensuring SLAs and escalation protocols are met.
• Support the improvement of end-user satisfaction through proactive communication and issue tracking.
• Assist with ongoing training of new analysts and contribute to process improvements.

Qualifications:

Required:

• 3+ years’ experience in a fast-paced Help Desk or IT support role.
• Strong technical troubleshooting skills across hardware, software, and OS (Windows/macOS).
• Enterprise support experience using Jamf, SCCM, and Intune.
• Proficiency with Microsoft 365 applications and collaboration tools (Teams, Mural, MTRs).
• Familiarity with ITIL concepts and help desk ticketing systems (e.g., ServiceNow).
• Strong interpersonal, communication, and customer service skills.
• Ability to support both remote and in-person users, often simultaneously.

Preferred:

• Experience with AV/VC systems: codecs, touch panels, microphones, BiAmp, and room setups.
• Knowledge of LAN/WAN fundamentals and troubleshooting.
• Experience supporting audio/visual hardware in a corporate setting.

Ideal Candidate Traits:

• Customer-focused with a proactive, problem-solving mindset.
• High attention to detail with excellent organizational skills.
• Eager to learn and stay current with evolving technologies.
• Team-oriented and able to work independently with minimal supervision.