Help Desk Specialist , OH, Cincinnati

Position: Help Desk Specialist Jobs in USA, OH, Cincinnati | Rose International Job
Required

Education:

High School Diploma or Equivalent

Preferred License/Certification:

CompTIA A+ Certification

Required Qualifications /Skills/

Experience:

Experience supporting Windows 10 environments

Experience supporting Microsoft 365 (O365) applications

Working knowledge of Active Directory

Basic networking knowledge and troubleshooting skills

Experience with software deployment tools such as SCCM

Experience supporting iOS and Android devices

Experience using ticketing systems for incident and request management

Strong troubleshooting and problem-solving skills

Excellent customer service and communication skills

Strong ticket management and follow-up skills

Quality research skills to assist with issue resolution

Reliable attendance and professionalism

Preferred Qualifications /Skills/

Experience:

Previous experience supporting an internal Service Desk environment

Experience working within a small IT team

Knowledge of ITIL processes

Basic Linux support experience preferred

Help Desk Specialist Overview:

The Help Desk Specialist 1 provides first-level technical support to end users by delivering guidance, troubleshooting assistance, issue resolution, and follow-up for a variety of hardware, software, system, and network-related concerns

This role serves as a key point of contact for users requiring technical assistance and is responsible for ensuring a positive customer support experience through timely and effective issue management

The position supports Windows-based environments, Microsoft 365 applications, mobile devices, Active Directory, and software deployment tools

Responsibilities include responding to inquiries, diagnosing technical issues, documenting incidents and requests, escalating issues when necessary, and coordinating with internal technical teams or vendors to ensure successful resolution

The Help Desk Specialist is expected to maintain accurate records within ticketing systems, monitor issue status, and provide consistent communication throughout the support process

Success in this role requires strong analytical thinking, excellent customer service skills, attention to detail, and the ability to troubleshoot a wide range of technical issues

The ideal candidate is comfortable working in a team-oriented environment, demonstrates sound judgment, communicates effectively with both technical and non-technical users, and is committed to delivering high-quality support while maintaining strong attendance and professionalism

Job Duties:

Provide technical guidance and support for hardware, software, systems, and network-related issues

Respond to user inquiries regarding system functionality, processing procedures, and connectivity issues

Troubleshoot and resolve technical problems involving installed applications, hardware, and software

Record incidents, service requests, and support inquiries within the ticketing system

Escalate issues to appropriate technical teams or vendors when necessary

Track and monitor ticket status through resolution

Handle approximately 20-30 calls per day.

Follow up with users to ensure issue resolution and customer satisfaction

Coordinate with internal IT teams to resolve complex technical issues

Research technical problems and identify effective solutions

Maintain accurate support documentation and records

Perform additional support-related duties as assigned

• ** Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• ** Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit

here
. Should you have any questions/concerns, please contact our HR Department via our secure
website

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website

here

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,

please contact our HR Department

Rose International has an official agreement (), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).