Help Desk Technician

Overview:Department: Services Location: Columbus, OhioRegular Hours: 40, M-F, 7am to 6pm EST Pay Range: $19.00 to $24.00 Hourly Employment Type: Full-time Exempt Status: Non-Exempt PTO Classification: H1 Supervisory Role: NoAbout UsAt Astute Technology Management, we're more than just an IT services provider-we're a team of passionate professionals committed to helping small and mid-sized businesses thrive. Based in Central Ohio and growing across the Eastern U.S., we deliver smart, reliable IT solutions-from cybersecurity and network management to outsourced support. Our clients count on us because we're responsive, resourceful, and genuinely invested in their success.Position OverviewAs a Help Desk Technician, you'll be the first point of contact for our clients' end users -solving problems, sharing knowledge, and making their day easier. You'll work alongside a team that's upbeat, curious, and always ready to jump in. If you enjoy fast-paced work, take pride in helping others, and love figuring things out, this role is a great fit.Key ResponsibilitiesServe as the first point of contact for support, responding promptly and kindly to calls and emails, and ensuring every client feels heard and supported.Open, document, and resolve Help Desk tickets efficiently, keeping records accurate and clients updated throughout the process.Gather and document incident details during first-level phone support, making sure client needs and expectations are clearly understood and communicated.Follow company guidelines for ticket creation and triage, updating information as needed and ensuring fair distribution of workload among the team.Provide expert support for mobile devices, desktops, laptops (Windows and Mac), and Microsoft 365, including installation, configuration, and troubleshooting.Proactively address hardware, software, network, and printing issues, and facilitate new device setups on client networks.Conduct and document network audits, and maintain up-to-date client infrastructure records.Keep clients informed about the progress of their requests and any changes or outages, ensuring transparency and trust.Qualifications Minimum 2 years' experience in Help Desk or Technical Support.Exemplary customer service skills and a client-first pTIA A+ and Network+ (or commitment to complete within 6 months of hire).MTA - Operating, Networking, and Security Fundamentals (or equivalent).Basic network troubleshooting skills.Experience supporting Windows and MacOS environments.Strong communication, active listening, and problem-solving skills.Ability to multi-task, adapt quickly, and work well in a team. Benefits100% paid employee health care premium100% paid employee AD&D, STD, and LTD premiums401(k) or Roth with 4% company match (fully vested on eligibility after 90 days)Low-cost dental and vision coverageFinancial assistance for ongoing professional development and trainingMonthly mobile phone allowance15 days PTO annually (accrued) and Flex Time6 paid holidaysFree snacks and beverages onsiteReady to join a team that values your growth and puts clients first? Apply today and help us deliver exceptional IT service across the region.

Created: 2025-12-15