A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
This is a full-time position (8:00 AM-5:00 PM) located in Bowling Green, Ohio. This position is responsible for providing first-level technical support to clients by answering phone calls, responding to service requests, and resolving technical issues remotely whenever possible. The Help Desk Technician serves as the first point of contact for clients and is responsible for providing professional, courteous, and timely customer service while documenting all work performed. Issues that cannot be resolved at the Help Desk level will be properly escalated to the appropriate engineering staff. The position is designed to present InTech as the client's trusted technology partner by delivering exceptional customer service and efficient technical support.
DUTIES AND RESPONSIBILITIES
Answer incoming support calls and respond to client service requests in a professional and timely manner. Create, update, and manage support tickets within the PSA system. Troubleshoot and resolve common desktop, software, printer, email, and network connectivity issues remotely. Assist users with Microsoft Windows, Microsoft 365, Outlook, Teams, and other common business applications. Perform password resets, user account unlocks, and basic Active Directory administration. Assist with basic Microsoft 365 administration, including user account management and licensing. Provide remote assistance using approved remote support tools. Install and configure approved software applications remotely. Document troubleshooting steps, resolutions, and client interactions thoroughly within service tickets. Escalate complex technical issues to Systems Engineers with complete documentation of troubleshooting already performed. Follow established service procedures, documentation standards, and escalation processes. Maintain accurate documentation of client environments when changes are identified. Communicate clearly and professionally with clients throughout the support process. Prioritize service requests based on urgency and business impact. Participate in internal training to improve technical knowledge and customer service skills. Maintain confidentiality of client information and adhere to company security policies.
QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS 0-2
years of experience in Information Technology, customer service, or a technical support environment. Technical school, certifications, or relevant experience are preferred but not required. Strong customer service and communication skills. Ability to troubleshoot technical issues methodically. Ability to learn new technologies quickly. Experience with Microsoft Windows and Microsoft 365 preferred.
TECHNICAL KNOWLEDGE
Microsoft Windows 10/11 Microsoft Office and Microsoft 365 Outlook and Microsoft Teams Active Directory user management Password management Basic networking concepts (IP addressing, DNS, DHCP) Printers and peripheral devices Remote support software Basic cybersecurity best practices, including phishing awareness and
MFA PHYSICAL REQUIREMENTS
Ability to sit for extended periods while answering calls and working at a computer. Occasional lifting of computer equipment up to 25 pounds. Manual dexterity sufficient for computer operation.
PREFERRED SKILLS
Customer Service Demonstrates patience, professionalism, and empathy while assisting clients. Communication Clearly explains technical concepts to users with varying technical abilities.
Pay:
$15.00 - $20.00 per hour
Benefits:
401(k) Dental insurance Health insurance Referral program Retirement plan Vision insurance
