Senior Remote Help Desk Technician (Win11/Office 365)

Weltman, Weinberg & Reis Co.; Cincinnati (OH); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

On-site Bistro To Go

Free onsite fitness center

Company-paid holidays

Job summary

Weltman, Weinberg & Reis Co. is seeking a Help Desk Support Specialist Sr. (Tier II) to serve as the primary escalation point for complex issues.

The role bridges Level 1 triage and Desktop Support, focusing on remote resolution to minimize on-site visits and improve first-call resolutions. Responsibilities include escalation management, advanced remote troubleshooting for Windows 11 and Office 365, and identity/access management.

Qualifications

• One year certificate from college or technical school in computer science or data processing.
• Minimum of 2 years troubleshooting experience in a high-volume help desk or technical support environment.
• Strong communication and interpersonal skills with patience and empathy.
• Ability to read and understand software, hardware and process documentation and develop instructional materials.

Responsibilities

• Escalation Management & Triaging: investigate, communicate status, and close tickets.
• Advanced Remote Troubleshooting: diagnose complex software, OS, and VPN issues remotely.
• Identity & Access Management: review AD access and permissions.
• Knowledge Management: create/update documentation and mentor Level 1 staff.
• Operational Support: remote resolution, ticketing updates, and routine duties.

Skills

Organizational skills

Communication skills

Customer service

Time management

Education

One year certificate in computer science or data processing

Job description

Weltman, Weinberg & Reis Co. is seeking a Help Desk Support Specialist Sr. (Tier II) to serve as the primary escalation point for complex issues.

The role bridges Level 1 triage and Desktop Support, focusing on remote resolution to minimize on-site visits and improve first-call resolutions. Responsibilities include escalation management, advanced remote troubleshooting for Windows 11 and Office 365, and identity/access management.