Help Desk Specialist Jobs in USA, OH, Cincinnati | Rose International Job

Required Education:

• High School Diploma or Equivalent Preferred License/Certification:

• CompTIA A+

Certification Required Qualifications/Skills/Experience:

• Experience supporting Windows 10 environments
• Experience supporting Microsoft 365 (O365) applications
• Working knowledge of Active Directory
• Basic networking knowledge and troubleshooting skills
• Experience with software deployment tools such as SCCM
• Experience supporting iOS and Android devices
• Experience using ticketing systems for incident and request management
• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication skills
• Strong ticket management and follow-up skills
• Quality research skills to assist with issue resolution
• Reliable attendance and professionalism

Preferred Qualifications/Skills/Experience:

• Previous experience supporting an internal Service Desk environment
• Experience working within a small IT team
• Knowledge of ITIL processes
• Basic Linux support experience preferred

Help Desk Specialist Overview:

• The Help Desk Specialist 1 provides first-level technical support to end users by delivering guidance, troubleshooting assistance, issue resolution, and follow-up for a variety of hardware, software, system, and network-related concerns
• This role serves as a key point of contact for users requiring technical assistance and is responsible for ensuring a positive customer support experience through timely and effective issue management
• The position supports Windows-based environments, Microsoft 365 applications, mobile devices, Active Directory, and software deployment tools
• Responsibilities include responding to inquiries, diagnosing technical issues, documenting incidents and requests, escalating issues when necessary, and coordinating with internal technical teams or vendors to ensure successful resolution
• The Help Desk Specialist is expected to maintain accurate records within ticketing systems, monitor issue status, and provide consistent communication throughout the support process
• Success in this role requires strong analytical thinking, excellent customer service skills, attention to detail, and the ability to troubleshoot a wide range of technical issues
• The ideal candidate is comfortable working in a team-oriented environment, demonstrates sound judgment, communicates effectively with both technical and non-technical users, and is committed to delivering high-quality support while maintaining strong attendance and professionalism

Job Duties:

• Provide technical guidance and support for hardware, software, systems, and network-related issues
• Respond to user inquiries regarding system functionality, processing procedures, and connectivity issues
• Troubleshoot and resolve technical problems involving installed applications, hardware, and software
• Record incidents, service requests, and support inquiries within the ticketing system
• Escalate issues to appropriate technical teams or vendors when necessary
• Track and monitor ticket status through resolution
• Handle approximately 20-30 calls per day.
• Follow up with users to ensure issue resolution and customer satisfaction
• Coordinate with internal IT teams to resolve complex technical issues
• Research technical problems and identify effective solutions
• Maintain accurate support documentation and records
• Perform additional support-related duties as assigned
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.