Information Technology Technician

Russell Tobin; Columbus (OH); On-site; USD 68,770,000 - 71,635,000; Full time

Benefits offered by this job

Healthcare coverage

Dental & vision insurance

401(k) retirement plan

Life & disability insurance

Employee assistance program

Legal support

Auto insurance

Home insurance

Pet insurance

Vendor discounts

Job summary

Russell Tobin is seeking an IT Service Desk Agent in Columbus, OH for a leading financial services firm. The role involves providing first-line technical support by phone and live chat, in a fast-paced, 24x7 environment.

You will handle Tier 1/2 support for software, hardware, and IT systems, troubleshoot issues, document steps in the ticketing system, and collaborate with teammates to improve service delivery.

Qualifications

• 2–5 years of IT service desk or technical support experience.
• Experience providing technical support via phone and/or live chat.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Excellent written and verbal communication.
• Ability to multitask in a fast-paced environment.
• Experience in an enterprise IT environment is preferred.

Responsibilities

• Serve as the first point of contact for end users seeking technical support via phone and live chat.
• Provide Tier 1 and Tier 2 support for software, hardware, peripherals, and IT systems.
• Troubleshoot, diagnose, and resolve hardware and software issues with strong customer service.
• Perform incident assessment, triage, resolution, and recovery for technical issues.
• Use knowledge bases and diagnostic tools to identify and resolve issues.
• Document interactions, steps, resolutions, and follow-up actions in the ticketing system.
• Manage multiple requests while maintaining accuracy and professionalism.
• Communicate ticket status and next steps clearly to users.
• Install, configure, modify, repair hardware and software as needed.
• Escalate complex issues to appropriate teams.
• Collaborate with team and contribute to service excellence.
• Identify opportunities to improve or automate service desk processes.

Skills

Technical support

Phone support

Live chat

Customer service

Troubleshooting

Education

High school diploma or GED

Tools

Ticketing system

Windows OS

Diagnostic tools

Job description

Our client, a leading financial services firm, is looking to hire an IT Service Desk Agent in Columbus, OH.

Pay Rate Range: $24–$25/hr, depending on experience

Responsibilities

• Serve as the first point of contact for end users seeking technical support through phone and live chat in a fast-paced 24x7x365 environment
• Provide Tier 1 and Tier 2 technical support for enterprise software, hardware, peripherals, and IT systems
• Troubleshoot, diagnose, and resolve hardware and software issues while providing a high level of customer service
• Perform incident assessment, triage, research, resolution, and recovery for technical issues
• Use knowledge base resources and diagnostic tools to efficiently identify and resolve issues
• Document customer interactions, troubleshooting steps, resolutions, and follow-up actions accurately in the ticketing system
• Manage multiple requests through phone and chat while maintaining accuracy and professionalism
• Communicate ticket status, next steps, and resolutions clearly and promptly to end users
• Install, configure, modify, clean, and repair hardware and software as needed
• Escalate complex or unresolved issues to the appropriate support teams
• Collaborate with team members, share technical knowledge, and contribute to service excellence
• Identify opportunities to improve, streamline, or automate service desk processes

Requirements

• High school diploma or GED required
• 2–5 years of IT service desk, technical support, or customer support experience
• Tier 1 or Tier 2 technical support experience strongly preferred
• Experience providing technical support through phone and/or live chat
• Strong troubleshooting, problem-solving, and critical-thinking skills
• Excellent written and verbal communication skills
• Strong interpersonal skills, empathy, active listening, and customer service skills
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications
• Proficiency with fundamental computer skills, including typing, email, and Windows-based systems
• Ability to multitask, prioritize requests, and remain composed in a fast-paced environment
• Ability to work independently while also collaborating effectively with a team
• Experience working in an enterprise, high-tech, or complex IT environment is preferred
• Flexibility to support variable shifts, including holidays, overtime, shift changes, and weekends

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.