Information Technology Support Specialist

Masis Staffing Solutions; Cincinnati (OH); On-site; USD 40,000 - 55,000; Full time

Job summary

Masis Staffing Solutions in Cincinnati is seeking a motivated IT help desk specialist to provide guidance, assist with incidents, and coordinate resolutions for hardware and software across all systems.

You will respond to staff inquiries, log and track requests, escalate when needed, and work closely with IT teams to ensure smooth operation and timely follow-up.

Qualifications

• Experience supporting a service desk environment.
• Strong analytical and communication skills.
• Ability to work with IT staff under supervision.

Responsibilities

• Provide guidance and assistance on client questions and issues across all systems.
• Respond to staff inquiries about support, procedures, or network connectivity.
• Record, track, and escalate requests to appropriate technical areas.
• Follow up to ensure client satisfaction and outcomes.

Skills

Windows 10

Microsoft O365 Suite

Active Directory

Basic Networking

SCCM

Ticketing systems

ITIL familiarity

Tools

SCCM

Job description

Provide guidance, assistance, coordination and follow-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Respond to client staff’s telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT. Record inquiries, repair and service requests, resolve or direct requests to appropriate technical area or vendor, track status and follows up to ensure client satisfaction. Escalate to or consult with senior staff when solution is unclear. Perform related duties as assigned or requested. Require good analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff. Receive immediate and close supervision.

Skills:

Minimum Qualifications

• Windows 10
• Microsoft O365 Suite
• Working knowledge or familiarity with Active Directory
• Basic Networking
• Working knowledge or familiarity of Software Deployment tools (SCCM)
• Quality research skills to aid in troubleshooting and resolution of user problems.
• Experience using ticketing systems for incident and request management.
• Thorough ticketing management skills.

Ideal Qualifications

• Previous experience staffing an internal Service Desk and being part of a small team environment. Candidate must possess excellent customer service skills and be able to work with and communicate with other support teams within the IT department. Knowledge of ITIL processes.