Help Desk Technician

Ask any of our current employees and that will be the unanimous response! We work hard at Ohio Business Machines, but we all have fun and are rewarded for our hard work.

Below is a list of the current openings at Ohio Business Machines. To learn more about the position click on the listed position. (Does not apply to all positions.)

Ohio Business Machines is a Better Business Bureau Accredited Business, an Equal Opportunity Employer, and a Drug-Free Workplace.

Position: Help Desk Technician

Location: Cincinnati, OH

Job : 229

# of Openings: 1

The Help Desk Technician is responsible for providing day-to-day technical support to clients and internal users while ensuring service requests are handled professionally, efficiently, and in alignment with company standards. This role serves as a frontline technical resource within the MSP and is responsible for resolving common to moderately complex support issues, maintaining strong communication, and delivering a positive client experience.

The Help Desk Technician works closely with the Help Desk Dispatcher, Help Desk leadership, escalation resources, project teams, and the IT Operations Manager to keep service delivery moving efficiently. This role is expected to take ownership of assigned tickets, document work clearly, follow defined processes, and escalate issues appropriately when higher-level technical involvement is needed.

This position is a key part of the service delivery team and helps ensure consistent response times, strong service quality, and reliable support across client environments.

• Provide remote and, when needed, on-site technical support for client and internal issues.
• Respond to service requests related to desktops, laptops, user accounts, Microsoft 365, printers, connectivity, basic networking, software applications, and other supported technologies.
• Troubleshoot and resolve support issues within the scope of the role in a timely and professional manner.
• Restore user functionality as quickly as possible while maintaining service quality and proper documentation.
• Support clients in a way that reflects the company’s service standards and client experience expectations.

• Take ownership of assigned tickets from initial response through resolution or appropriate escalation.
• Review ticket details carefully and ensure understanding of the issue before taking action.
• Maintain movement on assigned work and avoid unnecessary delays, stagnation, or missed follow-up.
• Ensure all ticket actions, troubleshooting steps, resolutions, and client communications are documented clearly and accurately.
• Close tickets only when resolution is confirmed and documentation is complete.

• Communicate with clients in a professional, timely, and confident manner.
• Keep clients informed of status, progress, delays, next steps, and resolution details.
• Set appropriate expectations without over promising.
• Help create a strong client experience by being responsive, clear, and accountable.
• Escalate communication concerns or service issues when client satisfaction may be at risk.

• Troubleshoot common and moderately complex technical issues across supported environments.
• Follow standard troubleshooting methods, internal documentation, and established support procedures.
• Use sound judgment to determine when an issue should be escalated versus worked further at the current level.
• Identify recurring issues and raise patterns or trends to leadership or escalation teams.
• Apply lessons learned and knowledge base information to improve future issue resolution.

• Follow internal processes for ticket handling, escalation, documentation, communication, and time entry.
• Ensure work is completed in alignment with service level expectations, internal standards, and client commitments.
• Maintain strong ticket hygiene, including proper categorization, status updates, notes, and follow-up tracking.
• Support consistency in how services are delivered across clients and teams.
• Help reinforce operational discipline through reliable execution and attention to detail.
• Recognize when a ticket requires higher-level technical support or cross-team involvement.
• Escalate issues appropriately to senior technicians, engineers, or leadership when needed.
• Provide complete and accurate handoff information to reduce delays and rework.
• Continue supporting escalated issues when requested by gathering information, testing solutions, or communicating with the client.
• Help ensure escalations are timely, organized, and supported with the right context.

• Work closely with the Help Desk Dispatcher to ensure tickets are moving appropriately and priorities are aligned.
• Communicate quickly when workload issues, delays, or scheduling concerns may affect service delivery.
• Coordinate with teammates, escalation engineers,…