Remote IT Service Desk Specialist — Windows & 365 Expert

BravoTECH; Columbus (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

BravoTECH is seeking an IT Service Desk Support Specialist to provide remote technical support for end users, resolving incidents and troubleshooting hardware, software, and connectivity issues. Occasional on-site support may be required within the Central Ohio area.

The role emphasizes customer service, clear communication, and problem-solving while adhering to ITIL best practices and contributing to continuous improvement initiatives.

Qualifications

• Experience providing IT Service Desk or Help Desk support in a fast-paced environment.
• Strong knowledge of Windows 10/11, Microsoft 365, Azure Active Directory, and on-premises Active Directory.
• Experience using IT service management (ITSM) platforms and ticketing systems.
• Proven ability to troubleshoot hardware, software, network, and remote connectivity issues.
• Excellent customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities while maintaining a high level of service.
• Ability to explain technical concepts clearly to non-technical users.
• Must reside within normal commuting distance of the Central Ohio area for occasional on-site support.

Responsibilities

• Provide technical support to end users via phone, email, and chat.
• Diagnose and resolve hardware, software, network, and connectivity issues remotely.
• Escalate complex issues to Field Support or specialized IT teams while ensuring smooth handoffs.
• Deliver occasional on-site support for technical issues requiring physical presence.
• Document incidents, service requests, and resolutions within the IT ticketing system.
• Keep users informed with timely updates throughout the support process.
• Assist with software deployments, system updates, and IT asset management.
• Identify recurring issues and recommend process improvements and long-term solutions.
• Create and maintain knowledge base documentation.
• Follow ITIL best practices and contribute to continuous improvement initiatives.
• Support business continuity and disaster recovery testing activities.

Skills

Customer service

Communication

Problem solving

Multitasking

Tools

ITSM platforms

Job description

BravoTECH is seeking an IT Service Desk Support Specialist to provide remote technical support for end users, resolving incidents and troubleshooting hardware, software, and connectivity issues. Occasional on-site support may be required within the Central Ohio area.

The role emphasizes customer service, clear communication, and problem-solving while adhering to ITIL best practices and contributing to continuous improvement initiatives.