Position Summary We are seeking a hands-on, mid-level to Senior IT Helpdesk Support Specialist to work on-site, in person, at our East Liberty, 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