Sr. IT Helpdesk Specialist

Position Summary

We are seeking a hands-on, mid-level to Senior IT Helpdesk Support Specialist to work on-site, in person, at our Sidney, Ohio office , providing both in-person and remote technical support. This role will support approximately 20+ in-office end users at the East Liberty location, as well as a remote workforce of approximately 4,000 employees located across the East Coast, West Coast, and Canada . This is a fully in-person position (not remote or hybrid). We're looking for someone with a strong technical foundation who can operate with minimal supervision, handle escalations confidently, and help mentor junior team members. The ideal candidate is a customer-focused, detail-oriented technologist who thrives in a fast-paced, high-ticket-volume environment and is comfortable working across multiple time zones.

Compensation: Competitive Salary Pay - Paid weekly, every Friday! $35 - $38 per hour depending on experience.

The benefits of belonging – what’s in it for you?

Full benefits within 30 days

Medical, dental, vision, prescription drug coverage, life insurance, disability insurance

401(k) match program

Paid vacation, holidays, and sick time

Commitment to your safety through boot and prescription safety glasses reimbursement

Career and learning development with an extensive training program through our Amerit University

Employee referral program, up to $1,000 bonus

ASE certification program with fee reimbursement and bonus

Employee recognition platform that includes opportunities to redeem points for merchandise

Employee Assistance Program (EAP)

24/7 nurse triage line

Employee discounts on cell phone service and entertainment tickets

Employee resource groups (ERGs) that foster inclusion

Wellness and fitness programs through our providers

Essential Duties & Responsibilities

Provide Tier 1, Tier 2 and Tier 3 technical support to end users via Zendesk , ensuring timely and accurate resolution of tickets

Manage and prioritize a high daily volume of support tickets (supporting a total user base of ~4,020 employees, including 20 on-site and ~4,000 remote), meeting SLA targets for response and resolution times

Deploy, configure, and image hardware (laptops, desktops, peripherals) for new hires and existing staff

Troubleshoot hardware and software issues both in-person (for local office users) and remotely (for distributed employees across the U.S. and Canada)

Administer and support user accounts, groups, and access via Microsoft Entra ID (Azure AD)

Provide support for Windows operating systems , ensuring devices are updated, secure, and functioning properly

Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, Word, etc.), including license management, mailbox issues, and app troubleshooting

Configure and troubleshoot smartphones (Android/iOS) , including mobile device enrollment and management

Set up and maintain IT peripherals (monitors, docking stations, printers, headsets, webcams, etc.)

Utilize remote management and monitoring tools (e.g., RMM/MDM platforms) to support and manage remote endpoints

Apply basic cybersecurity best practices , including endpoint protection, phishing awareness, and secure device configuration

Maintain accurate documentation of issues, resolutions, and standard operating procedures in the knowledge base

Manage IT asset inventory, including hardware allocation, tracking, and lifecycle management (procurement to retirement)

Coordinate shipping/logistics for hardware deployment and returns for remote employees across multiple states/provinces

Escalate complex issues to senior IT staff or relevant teams as needed

Serve as an escalation point for complex or high-priority issues raised by junior helpdesk staff

Mentor and provide guidance to junior/entry-level helpdesk team members on troubleshooting techniques and best practices

Identify recurring issues and contribute to process improvements, automation opportunities, and documentation/knowledge base development

Collaborate closely with the broader IT team on projects, process improvements, and cross-functional initiatives

Deliver a consistently professional, patient, and service-oriented experience to all end users

Key Competencies and Minimum Education

6+ years of experience in an IT helpdesk, desktop support, or technical support role (mid-level to senior)

Bachelors Degree such as BS in Computer Science or IT

OR Relevant, Business CompTIA A+ , Microsoft 365 Certified: Fundamentals , or Microsoft Certified: Endpoint Administrator Associate

Demonstrated ability to work independently, prioritize competing demands, and handle escalations with minimal supervision

Strong working knowledge of Microsoft Entra ID (Azure AD) – user/group management, device registration, basic conditional access concepts

Proficiency supporting Windows 10/11 operating systems

Experience with hardware imaging/provisioning tools (e.g., Autopilot, Intune)

Solid experience with Microsoft 365 administration and end-user support

Experience troubleshooting Android and iOS smartphones/tablets

Familiarity with remote management tools (e.g., NinjaOne, RMM platforms, Intune/screen-sharing tools)

Hands-on experience with Zendesk or similar ticketing systems

Understanding of basic cybersecurity concepts (phishing, malware, endpoint protection, password/MFA best practices)

Proven ability to manage a high volume of tickets while maintaining quality and SLA compliance

Strong troubleshooting skills for both hardware and software , in-person and remote

Excellent customer service and communication skills, with the ability to explain technical issues to non-technical users

Ability to work collaboratively within a larger, distributed IT team

Prior experience mentoring, training, or providing technical guidance to junior/entry-level support staff

Willingness/ability to occasionally adjust working hours to support East Coast, West Coast, and Canadian time zones

Preferred Qualifications

Experience supporting a hybrid or fully remote workforce

Basic scripting knowledge (PowerShell) for repetitive task automation

Prior experience shipping/coordinating equipment logistics across multiple states/provinces

#INDAR

Working Conditions

Ability to lift and carry IT equipment (up to 30-40 lbs) for hardware deployment and setup

Must be able to work on-site full-time at the East Liberty, Ohio office