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End User Support Specialist 1
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Ohio data
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What they do
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.
$50,076 / year median in Ohio
-7% projected decline
Job Description
End User Support Specialist 1 Ohio, Sharonville 08/28/2026 Contract Active
Job Summary
We are seeking an End User Support Specialist 1 to provide high-quality desktop and end-user technical support. The role involves troubleshooting software, hardware, network, and peripheral issues; configuring computer systems according to company policies; assisting users with technical problems; and ensuring timely resolution of reported issues. The specialist will also perform system maintenance, operating system updates, data backup activities, and help-desk support while maintaining privacy and security requirements when handling sensitive company data. Key Responsibilities
- Work with vendors to troubleshoot and resolve technical issues.
- Provide support for desktop computers, laptops, peripherals, and mobile devices.
- Install and configure desktop computer hardware, software, and peripherals using standard procedures.
- Diagnose hardware, software, and network issues by gathering information from users and guiding them through appropriate solutions.
- Train users on computer hardware and software, including printers, email programs, and various business applications.
- Track pending and completed help-desk requests and monitor the status and resolution of reported issues.
- Answer inbound phone calls and respond to voicemails.
- Respond to inbound chats and provide timely technical assistance.
- Maintain satisfactory quality assurance scores.
- Assist other teams with overflow support work as needed.
- Perform regular maintenance and operating system updates while minimizing downtime and maintaining user productivity.
- Assist with data backup activities to help protect against data loss or corruption.
- Configure computer systems in accordance with company policies and procedures.
- Follow applicable privacy and security requirements when handling sensitive information and company data.
- Follow up with users to confirm that reported issues have been resolved. Required Qualifications
- Associate degree or higher in Information Technology, Computer Science, or a related field.
- CompTIA A+ certification or equivalent foundational desktop support knowledge.
- Knowledge of Microsoft technologies and entry-level certifications such as Microsoft Certified Solutions Associate (MCSA), Microsoft Technology Associate (MTA), or Microsoft Office Specialist (MOS) is preferred.
- Cisco Certified Entry Networking Technician (CCENT) and/or Cisco Certified Technician (CCT) certification or equivalent networking knowledge.
- Basic understanding of computer hardware, software, networking, and peripheral devices.
- Strong troubleshooting and problem-solving skills.
- Strong attention to detail and organizational skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Strong verbal and written communication skills.
- Ability to utilize critical thinking to diagnose and resolve technical issues.
- Ability to work effectively with users, vendors, and internal teams. Preferred Qualifications
- Experience providing desktop, help-desk, or end-user technical support.
- Experience supporting printers, email applications, mobile devices, and other common workplace technologies.
- Familiarity with basic network communications, installations, maintenance, routing and switching, network security, and wireless technologies.
- Familiarity with ticketing/help-desk systems and quality assurance processes. Certifications
- CompTIA A+
- Microsoft Certified Solutions Associate (MCSA)
- Microsoft Technology Associate (MTA)
- Microsoft Office Specialist (MOS)
- Cisco Certified Entry Networking Technician (CCENT)
- Cisco Certified Technician (CCT) Additional Requirements
- Regular and reliable attendance.
- Ability to work overtime to complete projects.
- Ability to work flexible schedules based on business needs.
- Ability to work in an office environment.
- Ability to sit for extended periods.
- Ability to use a keyboard and mouse for extended periods.
- Ability to work in front of a computer screen for extended periods.
Benefits
- Dental Insurance