Help Desk Technician

Astute Technology Management LLC; Ohio; On-site; USD 26,000 - 33,000; Full time

Benefits offered by this job

Health insurance

AD&D and STD/LTD premiums paid by the

401(k) with 4% company match

Dental and vision coverage

Professional development support

Monthly cell phone allowance

PTO and holidays

Job summary

Astute Technology Management LLC, based in Central Ohio, is hiring a Help Desk Technician for an on-site role in Columbus. You will be the first point of contact for end users, handling tickets, documenting incidents, and providing support for Windows, MacOS, and Microsoft 365.

After 90 days, a hybrid arrangement is possible. Ideal candidates have 2+ years in help desk or technical support, a HS diploma, and certifications (CompTIA A+/Network+ or MTA).

Qualifications

• 2 years minimum in Help Desk or Technical Support
• High School diploma or equivalent (or GED)
• CompTIA A+ and Network+ (or plan to complete within 6 months)
• 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

Responsibilities

• Serve as the first point of contact for support, responding promptly and kindly to calls and emails, ensuring clients feel heard and supported
• Open, document, and resolve Help Desk tickets efficiently, keeping records accurate and clients updated
• Gather and document incident details during first-level phone support, ensuring client needs are understood
• Follow company guidelines for ticket creation and triage, update information as needed
• Provide expert support for mobile devices, desktops, laptops (Windows and Mac), and Microsoft 365
• 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 progress and outages, ensuring transparency and trust

Skills

Customer service

Communication skills

Problem solving

Teamwork

Education

High School diploma or equivalent

Job description

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.
• High School diploma or equivalent
• 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
• Client review spot bonuses

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.