IT Support Specialist: Help Desk Champion (Windows & 365)

SURGE Staffing; Columbus (OH); Sur place; USD 45 000 - 70 000; Plein temps

Résumé du poste

SURGE Staffing is seeking an IT Support Specialist to assist employees at our headquarters and branch locations. You will troubleshoot hardware, software, connectivity, and account access issues to keep operations running smoothly.

The role requires clear communication, organization, and patient, professional support to users with varying tech knowledge. On-site support across offices is common with remote assistance as needed.

Qualifications

• High school diploma or equivalent.
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Responsabilités

• Serve as the first point of contact for technical support requests via phone, email, and ticketing system.
• Troubleshoot desktops, laptops, monitors, printers, scanners, phones, and other office equipment.
• Support Windows OS and Microsoft 365 apps (Outlook, Teams, Word, Excel).
• Diagnose basic network, Wi-Fi, internet, and VPN issues; escalate to higher levels as needed.
• Install, configure, update, and maintain approved hardware and software.
• Assist with onboarding by preparing equipment and configuring user accounts.
• Assist with offboarding by restricting access and recovering equipment.
• Handle password resets and MFA support; manage access requests.
• Provide remote help to branch employees; coordinate on-site support as needed.
• Document requests, steps, and resolutions in the ticketing system.
• Prioritize requests by urgency and impact; inform users on progress.
• Escalate unresolved issues to IT teams or vendors and follow through.
• Maintain equipment inventory and support documentation.
• Educate employees on basic tech practices and security awareness.
• Follow procedures for protecting sensitive information.
• Assist with tech rollouts, equipment replacements, and IT projects.

Connaissances

Customer service

Clear communication

Organization

Multitasking

Problem solving

Team collaboration

Formation

Associate degree/technical IT training

Outils

Active Directory

Microsoft Entra ID

Ticketing systems

Remote support tools

Endpoint management

Microsoft 365 administration

Description du poste

SURGE Staffing is seeking an IT Support Specialist to assist employees at our headquarters and branch locations. You will troubleshoot hardware, software, connectivity, and account access issues to keep operations running smoothly.

The role requires clear communication, organization, and patient, professional support to users with varying tech knowledge. On-site support across offices is common with remote assistance as needed.