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 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! $27 - $34 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 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

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

- 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

- 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

- Relevant certifications such as BS in Computer Science or Relevant, CompTIA A+ , Microsoft 365 Certified: Fundamentals , or Microsoft Certified: Endpoint Administrator Associate

- Experience supporting a hybrid or fully remote workforce

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

- Basic scripting knowledge (PowerShell) for repetitive task automation

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

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