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

• 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  (Azure AD)
• Provide support for Windows operating systems
  , ensuring devices are updated, secure, and functioning properly
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, One Drive, 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…