Helpdesk/Technical Support Location:

Milford, OH (Onsite)

Job Type:

Full-Time Salary:

$70,000-$80,000 per year + Benefits We are seeking an experienced IT Support Specialist to join our team in Milford, OH. This is a customer-facing Helpdesk/Technical Support role ideal for candidates with experience in IT Support, Service Desk, Helpdesk, IT Service Management (ITSM), or SaaS Support . The selected candidate will serve as the first point of contact for customers and provide support through phone, chat, and email . Key Responsibilities Serve as the first point of contact for customer inquiries and technical support requests. Provide support through voice, chat, and email channels. Troubleshoot and resolve customer issues at the first point of contact whenever possible. Handle escalated or complex issues professionally and ensure timely resolution. Clearly explain technical information to non-technical customers. Accurately document customer interactions and actions in the case management system. Ensure timely follow-ups and case closures within established service-level timelines. Maintain a high level of customer satisfaction through professional and empathetic support. Follow established quality standards, security requirements, and operational processes. Identify opportunities to improve customer experience, product usage, and retention. Required Qualifications Experience in IT Support, Helpdesk, Service Desk, ITSM, Technical Support, or SaaS Support . Strong customer-facing experience and communication skills. Excellent troubleshooting and problem-solving abilities. Ability to explain technical concepts to non-technical users. Strong attention to detail and documentation skills. Ability to work effectively in a fast-paced, high-volume support environment. Strong sense of ownership and accountability. Preferred Qualifications Certified System Administrator (CSA) Certification ITIL Foundation Certification Experience with IT Service Management (ITSM). Experience supporting SaaS applications or technology platforms.

Note:

CSA and ITIL certifications are preferred but not mandatory . Selected candidates will receive training during the first month.

Pay:

$70,000.00 - $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Referral program Relocation assistance Vision insurance

Experience:

IT service management: 4 years (Required) IT support: 3 years (Required)

SaaS Support:

3 years (Required)

License/Certification:

ITIL Certification (Preferred) Ability to

Relocate:

Milford, OH 45150: Relocate before starting work (Required)

Work Location:

In person