Hybrid IT Service Desk Engineer

Chemical Abstracts Service; Columbus (OH); Hybrid; USD 50,000 - 80,000; Full time

Job summary

Chemical Abstracts Service (CAS), a division of the American Chemical Society, seeks a Workplace Engineer for a hybrid role at our Columbus, Ohio headquarters. You will join the Workplace Technology Service Desk, delivering frontline IT support across phone, chat, email, and in-person channels.

You will own incident management from intake to closure, improve documentation, and contribute to small projects and service improvements.

Qualifications

• College degree requirement or 2+ years in enterprise service desk.
• HDI, CompTIA A+/Network+/Security+ and Microsoft/M365 certifications preferred.
• Apple technologies certifications preferred (ACSP).
• ITIL Foundation preferred.
• Ability to work with limited supervision and take ownership of tasks.
• Excellent customer service and professional communications.

Responsibilities

• Provide first-contact IT support via phone, chat, email, and walk-up interactions with ownership through resolution or escalation.
• Own incident and request management from intake through closure following ticketing standards and SLOs.
• Deliver high-quality customer experience with >95% satisfaction.
• Create and maintain documentation (knowledge articles, SOPs, quick guides).
• Identify trends, propose root-cause fixes, and partner with Workplace Engineering/Infrastructure to implement solutions.
• Assist with technology rollouts and security/compliance practices (HIPAA, CIS, NIST).

Skills

Customer service

Verbal communication

Written communication

Autonomy

Detail oriented

Team player

Education

College degree in related field

HDI Certifications

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft Windows certifications (Windows 11, MS-900, M365, Endpoint Admin)

Apple Certifications (ACSP)

ITIL Foundation

Apple CertPro MacOS

Tools

Microsoft Intune

ACSP

Job description

Chemical Abstracts Service (CAS), a division of the American Chemical Society, seeks a Workplace Engineer for a hybrid role at our Columbus, Ohio headquarters. You will join the Workplace Technology Service Desk, delivering frontline IT support across phone, chat, email, and in-person channels.

You will own incident management from intake to closure, improve documentation, and contribute to small projects and service improvements.