Help Desk Technician

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

Location: Columbus, Ohio
Regular Hours: 40 per week, M-F, office open 7am to 6pm EST
Pay Range: $19.00 to $24.00 Hourly
Employment Type: Full-time
Exempt Status: Non-Exempt
PTO Classification: H1

This position is on-site in our Columbus, Ohio office. Hybrid privilege available after 90 days of employment.

Who We Are

At Astute Technology Management, we're more than just an IT services provider-we're a team of passionate professionals committed to helping small and mid-sized businesses thrive. Based in Central Ohio and growing across the Eastern U.S., we deliver smart, reliable IT solutions-from cybersecurity and network management to outsourced support. Our clients count on us because we're responsive, resourceful, and genuinely invested in their success.

Position Overview

As a Help Desk Technician, you'll be the first point of contact for our clients' end users -solving problems, sharing knowledge, and making their day easier. You'll work alongside a team that's upbeat, curious, and always ready to jump in. If you enjoy fast-paced work, take pride in helping others, and love figuring things out, this role is a great fit.

Key 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.

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.

Benefits

• 100% paid employee health care premium
• 100% paid employee AD&D, STD, and LTD premiums
• 401(k) or Roth with 4% company match (fully vested on eligibility after 90 days)
• Low-cost dental and vision coverage
• Financial assistance for ongoing professional development and training
• Monthly mobile phone allowance
• 15 days PTO annually (accrued) and Flex Time
• 6 paid holidays
• Free snacks and beverages onsite

Working Conditions

• Hybrid role requiring regular office presence
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer equipment, and similar tools

Why Astute?

We're committed to your growth and well-being. You'll join a team that values your expertise, encourages learning, and celebrates success. If you're ready to make a difference for our clients and your colleagues, we'd love to meet you.