Edge Technology Consulting, LLC a growing technology consulting company located in Westerville Ohio has an immediate need for a full-time Helpdesk Technician. If you are looking to work for a company where you can see the positive impact your work has on a daily basis, we have the opportunity for you. We provide a wide range of technology support services to small businesses in central Ohio and nationwide. Our passion is helping these small businesses implement technology solutions that help them grow their business and we are fanatical about customer service. If you are serious about making a difference through your work and have strong technical and customer service skills, please review the current opportunity we have available. Position Summary The Helpdesk Technician (Tier 1) serves as the first point of contact for clients seeking technical assistance. This role handles inbound support requests via phone, email, and our client portal, providing timely and professional resolution of incidents and service requests. Onsite client visits are not required for this role. Key Responsibilities Ticket Management and Client Communication Provide timely updates to clients throughout the lifecycle of their tickets Maintain clear and professional communication with clients at all times Escalate tickets to Tier 2 or Tier 3 when issues exceed Tier 1 scope, with complete and accurate handoff notes Accurately track time spent on all client issues Technical Support Diagnose and resolve common hardware, software, and connectivity issues remotely Support Windows desktop and laptop environments including OS troubleshooting, patching, and configuration Assist with Microsoft 365 administration including user account management, password resets, licensing, and basic Exchange and Teams issues Perform endpoint management tasks using our RMM platform including remote access, script deployment, and monitoring alert triage Respond to and action security alerts generated by our security tools, escalating threats per defined procedures Support basic network connectivity troubleshooting including

DNS, DHCP, VPN

client issues, and Wi-Fi connectivity Assist with onboarding and offboarding tasks such as device setup, account provisioning, and access management Documentation and Process Document all troubleshooting steps, resolutions, and client communications accurately within our PSA Contribute to the internal knowledge base by documenting recurring issues and their resolutions Follow established SOPs and escalation procedures consistently Adhere to SLA targets for response and resolution times Qualifications 1+ years of experience in a helpdesk, desktop support, or IT support role Solid understanding of Windows 10/11 in a managed environment Hands-on experience with Microsoft 365 administration (users, groups, licensing, Exchange basics) Familiarity with remote monitoring and management (RMM) tools Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) Experience working within a PSA or ticketing system Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical users Ability to manage multiple open tickets simultaneously while maintaining accuracy and professionalism Self-motivated with the ability to work independently This is a full time position. Onsite client visits are NOT a requirement of this position.

Job Type:

Full-time Pay:

$40,000.00 - $46,500.00 per year

Benefits:

401(k) Life insurance Paid time off Professional development assistance

Experience:

Help desk: 1 year (Preferred)

Windows:

1 year (Preferred) Ability to

Relocate:

Westerville, OH 43081: Relocate before starting work (Required)

Work Location:

In person