Senior IT Help Desk Specialist: Remote Advanced Support

Weltman, Weinberg & Reis

Cincinnati (OH)

On-site

USD 35,000 - 39,000

Full time

5 days ago

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Benefits offered by this job

PTO

Health benefits

On-site fitness center

Employer-paid holidays

Job summary

Weltman, Weinberg & Reis in Cincinnati, OH is seeking a Senior Help Desk Support Specialist to act as the primary escalation point for complex issues and bridge Level 1 triage with Desktop Support. The role emphasizes remote resolution and advanced diagnostics to minimize on-site visits.

You will troubleshoot Windows 11, Office 365, Active Directory, VPN, and MECM, mentor junior staff, and document recurring problems while maintaining strong customer service and communication with users and IT

Qualifications

One year certificate from college or technical school in computer science or data processing.
A minimum of 2 years troubleshooting experience in a high-volume help desk or technical support environment.
Strong organizational, adaptable, and prioritization skills.
Ability to read and understand software, hardware and process documentation, and develop instructional materials as needed.
Excellent communication and customer service skills, with patience and empathy.

Responsibilities

Conducts problem recognition, research, isolation, resolution and follow-up for user problems and communicates status to users and IT management.
Reviews, prioritizes, and resolves tickets escalated by Level 1 Support that require advanced diagnostic time or elevated privileges.
Validates all support tickets destined for Desktop Support by performing root-cause analysis to ensure the issue truly requires a physical visit or replacement.