IT Help Desk Technician: End-User Support Pro

Lifeline of Ohio; Louisville (KY); On-site; USD 38,000 - 52,000; Full time

Job summary

Lifeline of Ohio is seeking an IT Support Specialist to provide tier one end-user support for hardware, software, and network equipment across member organizations. You will handle incidents, assist in training, and help maintain IT inventory while working with a dedicated systems team.

The role requires strong communication, problem-solving, and the ability to work under pressure in a collaborative office environment.

Qualifications

• High school diploma or equivalent required.
• Strong technology skills and knowledge of electronic equipment including computer hardware, software, applications, and programming such as Microsoft Office Suite, including Outlook and Teams, as well as other virtual platforms or related software.
• Must have the ability to complete multi-step processes in a high stress environment and demonstrated ability to maintain confidentiality.
• Experience in IT support, help desk, or technical troubleshooting preferred
• Proven ability to apply strong problem-solving and critical thinking skills to analyze and resolve complex issues
• Delivers exceptional customer service by effectively communicating with clients, resolving concerns promptly, and ensuring a positive customer experience.

Responsibilities

• Troubleshoots and supports member organizations end user hardware and software applications.
• Troubleshoots and supports all applications while also escalating to proper team as needed.
• Understanding of IT principles and ability to communicate technical concepts effectively to a varied audience.
• Assists the Systems Administration Team as needed in supporting network equipment (i.e. routers, switches, access points, etc.).
• Logs all incidents/requests clearly in IT Support tickets while also assigning incoming tickets to the proper team as needed.
• Supports documentation and tracking of IT inventory for incoming and outgoing member organizations, excluding network equipment.
• Participate in after-hours on call in rotation with other staff.
• Completes new user setup, including configuration of IT equipment, installing required software and programs, providing login access and ensuring new user functionality.
• Orients new users to member organizations information systems and provides initial IT and equipment training.
• Provides ongoing end-user training as needed on software, computers, printers, and cell phones.
• Assists in the set-up, maintenance and repair of PC hardware such as laptops, monitors, printers, keyboards, etc. and audiovisual equipment such as projectors, televisions and recording devices.
• Other job duties as assigned by the IT Support Supervisor and/or Manager of Customer Experience and Relationship Management

Skills

Strong problem solving

Team collaboration

Customer service

Ability to work under pressure

Confidentiality

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Outlook

Teams

Virtual platforms

Job description

Lifeline of Ohio is seeking an IT Support Specialist to provide tier one end-user support for hardware, software, and network equipment across member organizations. You will handle incidents, assist in training, and help maintain IT inventory while working with a dedicated systems team.

The role requires strong communication, problem-solving, and the ability to work under pressure in a collaborative office environment.