IT Service Desk Specialist - Fast-Paced Tech Troubleshooter

Russell Tobin; Columbus (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement savings plan

Life and disability insurance

Employee Assistance Program (EAP)

Legal support services

Discounts with vendors

Job summary

Russell Tobin is seeking a highly organized IT Service Desk professional to provide high-level technical support to end users across the organization. With a minimum of 3 years of experience, you will troubleshoot hardware, software, and system issues, and act as the first point of contact for service desk requests.

The role requires strong communication and a customer-first mindset. You will log incidents in a ticketing system, perform triage and escalation, and collaborate with internal teams

Qualifications

• 3+ years of IT support experience
• Strong troubleshooting skills (hardware & software)
• Experience with ticketing systems (ServiceNow, Remedy, Jira)
• Excellent communication and customer service skills
• Ability to diagnose and resolve technical issues quickly
• Experience working in fast-paced, high-volume environments
• Strong attention to detail and documentation skills
• Self-motivated with ability to work independently
• Customer-facing role (phone, chat, in-person)
• First-call resolution focus
• Opportunity to work with enterprise-level systems and tools

Responsibilities

• Serve as the first point of contact for IT Service Desk support requests
• Provide phone, chat, and in-person support to end users
• Troubleshoot and resolve hardware, software, and system issues
• Log and track incidents using a ticketing system
• Perform incident triage, diagnosis, resolution, and escalation
• Deliver excellent customer service with empathy and urgency
• Document issues, resolutions, and processes accurately
• Support enterprise applications and infrastructure components
• Install, configure, and maintain hardware, software, and peripherals
• Collaborate with internal teams to resolve complex technical issues
• Maintain professionalism in high-pressure situations

Skills

IT support

Customer service

Communication

Problem solving

Independent work

Education

High school diploma or GED

Tools

ServiceNow

Remedy

Jira

Job description

Russell Tobin is seeking a highly organized IT Service Desk professional to provide high-level technical support to end users across the organization. With a minimum of 3 years of experience, you will troubleshoot hardware, software, and system issues, and act as the first point of contact for service desk requests.

The role requires strong communication and a customer-first mindset. You will log incidents in a ticketing system, perform triage and escalation, and collaborate with internal teams