Sr. IT Helpdesk Specialist

We are seeking a hands-on, mid-level to Senior IT Helpdesk Support Specialist to work on-site, in person, at our East Liberty, Ohio office, providing both in-person and remote technical support. This role will support approximately 20+ in-office end users at the East Liberty location, as well as a remote workforce of approximately 4,000 employees located across the East Coast, West Coast, and Canada. This is a fully in-person position (not remote or hybrid). We're looking for someone with a strong technical foundation who can operate with minimal supervision, handle escalations confidently, and help mentor junior team members. The ideal candidate is a customer-focused, detail-oriented technologist who thrives in a fast-paced, high-ticket-volume environment and is comfortable working across multiple time zones.

• →Provide Tier 1, Tier 2 and Tier 3 technical support to end users via Zendesk, ensuring timely and accurate resolution of tickets
• →Manage and prioritize a high daily volume of support tickets (supporting a total user base of ~4,020 employees, including 20 on-site and ~4,000 remote), meeting SLA targets for response and resolution times
• →Deploy, configure, and image hardware (laptops, desktops, peripherals) for new hires and existing staff
• →Troubleshoot hardware and software issues both in-person (for local office users) and remotely (for distributed employees across the U.S. and Canada)
• →Administer and support user accounts, groups, and access via Microsoft Entra ID (Azure AD)
• →Provide support for Windows operating systems, ensuring devices are updated, secure, and functioning properly
• →Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.), including license management, mailbox issues, and app troubleshooting
• →Configure and troubleshoot smartphones (Android/iOS), including mobile device enrollment and management
• →Set up and maintain IT peripherals (monitors, docking stations, printers, headsets, webcams, etc.)
• →Utilize remote management and monitoring tools (e.g., RMM/MDM platforms) to support and manage remote endpoints
• →Apply basic cybersecurity best practices, including endpoint protection, phishing awareness, and secure device configuration
• →Maintain accurate documentation of issues, resolutions, and standard operating procedures in the knowledge base
• →Manage IT asset inventory, including hardware allocation, tracking, and lifecycle management (procurement to retirement)
• →Coordinate shipping/logistics for hardware deployment and returns for remote employees across multiple states/provinces
• →Escalate complex issues to senior IT staff or relevant teams as needed
• →Serve as an escalation point for complex or high-priority issues raised by junior helpdesk staff
• →Mentor and provide guidance to junior/entry-level helpdesk team members on troubleshooting techniques and best practices
• →Identify recurring issues and contribute to process improvements, automation opportunities, and documentation/knowledge base development
• →Collaborate closely with the broader IT team on projects, process improvements, and cross-functional initiatives
• →Deliver a consistently professional, patient, and service-oriented experience to all end users

• 6+ years of experience in an IT helpdesk, desktop support, or technical support role (mid-level to senior)
• Bachelors Degree such as BS in Computer Science or IT
• OR Relevant, Business  CompTIA A+, Microsoft 365 Certified: Fundamentals, or Microsoft Certified: Endpoint Administrator Associate
• Demonstrated ability to work independently, prioritize competing demands, and handle escalations with minimal supervision
• Strong working knowledge of Microsoft Entra ID (Azure AD) – user/group management, device registration, basic conditional access concepts
• Proficiency supporting Windows 10/11 operating systems
• Experience with hardware imaging/provisioning tools (e.g., Autopilot, Intune)
• Solid experience with Microsoft 365 administration and end-user support
• Experience troubleshooting Android and iOS smartphones/tablets
• Familiarity with remote management tools (e.g., NinjaOne, RMM platforms, Intune/screen-sharing tools)
• Hands-on experience with Zendesk or similar ticketing systems
• Understanding of basic cybersecurity concepts (phishing, malware, endpoint protection, password/MFA best practices)
• Proven ability to manage a high volume of tickets while maintaining quality and SLA compliance
• Strong troubleshooting skills for both hardware and software, in-person and remote
• Excellent customer service and communication skills, with the ability to explain technical issues to non-technical users
• Ability to work collaboratively within a larger, distributed IT team
• Prior experience mentoring, training, or providing technical guidance to junior/entry-level support staff
• Willingness/ability to occasionally adjust working hours to support East Coast, West Coast, and Canadian time zones

• Experience supporting a hybrid or fully remote workforce
• Basic scripting knowledge (PowerShell) for repetitive task automation
• Prior experience shipping/coordinating equipment logistics across multiple states/provinces

#INDAR

• Ability to lift and carry IT equipment (up to 30-40 lbs) for hardware deployment and setup
• Must be able to work on-site full-time at the East Liberty, Ohio office