Senior IT Helpdesk Specialist - On-Site Support Lead

Amerit Fleet Solutions; Sidney (OH); On-site; USD 37,000 - 47,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid vacation

ASE certification reimbursement

Employee discounts

Job summary

Amerit Fleet Solutions is seeking a hands-on, mid-level to senior IT Helpdesk Support Specialist to work on-site at our East Liberty, Ohio office. You will support ~20 in-office users and a remote workforce across the U.S. and Canada, handling Tier 1/2 issues and mentoring junior staff.

You’ll configure hardware, troubleshoot Windows and Microsoft 365, manage Azure AD, and ensure SLA targets, with a strong focus on customer service and cross-time-zone collaboration.

Qualifications

• 4+ years in IT helpdesk/desktop support (mid-level to senior).
• Strong knowledge of Microsoft Entra ID/Azure AD and device management.
• Proficient in Windows 10/11 and Microsoft 365 administration.
• Experience with Zendesk or similar ticketing systems.
• Experience supporting Android and iOS devices.

Responsibilities

• Provide Tier 1/2 support to end users via Zendesk, ensuring timely ticket resolution.
• Manage high-volume ticket queue and SLA targets for ~4,020 users (20 onsite, ~4,000 remote).
• Deploy, configure, and image hardware for new hires and staff.
• Troubleshoot hardware/software in-person and remotely across regions.
• Maintain documentation in knowledge base and assist with asset lifecycle management.

Skills

IT Helpdesk experience

Azure AD

Windows 10/11

Microsoft 365

Zendesk

Hardware troubleshooting

Customer service

High ticket volume

Team mentoring

Multitasking

Cross-time-zone support

Education

BS in Computer Science or relevant

CompTIA A+

Microsoft 365 Certified: Fundamentals

Microsoft Certified: Endpoint Administrator Associate

Tools

NinjaOne

RMM platforms

Intune

Autopilot

Job description

Amerit Fleet Solutions is seeking a hands-on, mid-level to senior IT Helpdesk Support Specialist to work on-site at our East Liberty, Ohio office. You will support ~20 in-office users and a remote workforce across the U.S. and Canada, handling Tier 1/2 issues and mentoring junior staff.

You’ll configure hardware, troubleshoot Windows and Microsoft 365, manage Azure AD, and ensure SLA targets, with a strong focus on customer service and cross-time-zone collaboration.