IT Support Specialist(Recent Grad needed)

Russell Tobin; Columbus (OH); On-site; USD 32,000 - 33,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement savings

Life & disability insurance

Employee assistance program

Job summary

Russell Tobin is seeking an IT Service Desk Agent in Columbus, OH to deliver first-level IT support via phone and live chat. You will triage incidents, document steps, and resolve issues across software, hardware, and infrastructure components.

Ideal candidates have 2–5 years of customer support experience and strong technical aptitude, with flexibility to work afternoon shifts and weekends in a 24x7 service environment.

Qualifications

• 2–5 years of demonstrated customer support experience through phone and chat.
• Strong technical aptitude with ability to learn and support a broad range of IT systems.

Responsibilities

• Provide first-level IT support to end users through phone and live chat.
• Deliver professional, empathetic, and customer-focused support while managing multiple requests.
• Troubleshoot and resolve technical issues involving enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, investigation, diagnosis, resolution, and recovery.
• Use diagnostic tools, knowledge bases, and system resources to identify and resolve technical issues.
• Install, modify, clean, configure, or repair hardware and software as needed.
• Document all support interactions accurately in the ticketing system, including issue details, troubleshooting steps, and resolutions.
• Clearly communicate ticket status, next steps, and resolutions to end users.
• Maintain professional written and verbal communication and proper netiquette during chat interactions.
• Manage phone and chat platforms efficiently while handling multiple requests concurrently.
• Escalate complex or unresolved issues to appropriate teams while maintaining customer expectations.
• Collaborate with team members to share knowledge and ensure consistent service quality.
• Identify opportunities to improve, streamline, or automate service desk processes.
• Maintain professionalism and composure when handling high-pressure or difficult situations.
• Support variable schedules, including weekends, holidays, overtime, and shift changes as needed.

Skills

Customer support experience

IT support

Technical aptitude

Problem-solving skills

Communication skills

Multitasking

Windows knowledge

Education

High school diploma or GED

Tools

Ticketing system

Windows-based systems

Phone and chat support tools

Job description

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

Pay Rate Range:

$[23-24]/hr, depending on experience

Shift Requirements:

• This is a 24x7x365 service environment.
• Applicants must be flexible to work afternoon shifts with coverage extending as late as 6:00–8:00 PM local time.
• Flexibility to support weekends, holidays, overtime, and occasional shift changes may be required.

Responsibilities:

• Provide first-level IT support to end users through phone and live chat.
• Deliver professional, empathetic, and customer-focused support while managing multiple requests.
• Troubleshoot and resolve technical issues involving enterprise software, hardware, peripherals, and infrastructure components.
• Perform incident assessment, triage, investigation, diagnosis, resolution, and recovery.
• Use diagnostic tools, knowledge bases, and system resources to identify and resolve technical issues.
• Install, modify, clean, configure, or repair hardware and software as needed.
• Document all support interactions accurately in the ticketing system, including issue details, troubleshooting steps, and resolutions.
• Clearly communicate ticket status, next steps, and resolutions to end users.
• Maintain professional written and verbal communication and proper netiquette during chat interactions.
• Manage phone and chat platforms efficiently while handling multiple requests concurrently.
• Escalate complex or unresolved issues to appropriate teams while maintaining customer expectations.
• Collaborate with team members to share knowledge and ensure consistent service quality.
• Identify opportunities to improve, streamline, or automate service desk processes.
• Maintain professionalism and composure when handling high-pressure or difficult situations.
• Support variable schedules, including weekends, holidays, overtime, and shift changes when needed.

Requirements:

• High school diploma or GED required.
• 2–5 years of demonstrated customer support experience through phone and chat, or an equivalent combination of education and experience preferred.
• Experience providing technical support in a complex, high-tech, and fast-paced environment preferred.
• Strong technical aptitude with the ability to learn and support a broad range of IT systems and applications.
• Understanding of technology and the ability to apply technical knowledge to troubleshoot existing systems.
• Strong problem-solving, troubleshooting, and critical-thinking skills.
• Excellent written and verbal communication skills.
• Strong interpersonal skills, empathy, active listening, and a customer-first mindset.
• Ability to work independently, multitask, and prioritize requests in a fast-paced environment.
• Proficiency with fundamental computer skills, including typing, email communication, and navigating Windows-based systems.
• Ability to accurately document technical issues, troubleshooting steps, and resolutions.
• Ability to remain professional and composed in high-pressure situations.
• Willingness to continuously learn, improve technical skills, and contribute to operational efficiency.
• Flexibility to work variable shifts, including afternoons, weekends, holidays, overtime, and shift changes as needed.

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.