Hybrid IT Support Specialist - Fast, Customer Helpdesk

Irth Solutions; Columbus (OH); Hybrid; USD 50,000 - 68,000; Full time

Benefits offered by this job

Competitive compensation

Uncapped commission/OTE

Medical, dental, and vision insurance

401(k) with company match

Flexible PTO

Life insurance

Pet insurance

Employee discounts

Work-from-home stipend

Team events

Job summary

Irth Solutions is seeking a Technical Support Specialist to serve as the first point of contact for customers needing technical assistance. You will diagnose hardware and software issues, guide users through troubleshooting steps, document support activities, and escalate tickets to internal teams as needed.

The role emphasizes meeting SLAs, maintaining system functionality, and participating in on-site training as required.

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field preferred.
• Equivalent education, technical certifications, or relevant professional experience may be considered.
• Minimum 2–3 years of technical support or help desk experience.
• Experience diagnosing hardware, software, OS, and network issues.
• Experience with ticketing and escalation per procedures.

Responsibilities

• Provide prompt, professional technical support to customers.
• Diagnose and troubleshoot hardware, software, and configuration issues.
• Document support activity and resolve or escalate tickets per SOPs.
• Maintain ticket records and adhere to SLAs.
• Participate in on-site training and continuous technical development.

Skills

Windows

macOS

Linux

Networking

Remote Support

PowerShell

Python

Bash

Ticketing

SLA Knowledge

Education

Bachelor’s degree in IT/CS/Engineering

Equivalent education or certifications

Tools

Freshdesk

Job description

Irth Solutions is seeking a Technical Support Specialist to serve as the first point of contact for customers needing technical assistance. You will diagnose hardware and software issues, guide users through troubleshooting steps, document support activities, and escalate tickets to internal teams as needed.

The role emphasizes meeting SLAs, maintaining system functionality, and participating in on-site training as required.