Help Desk Technician

Job Description

Job Description

Overview :

Department : Services

Location : Columbus, Ohio

Compensation Breakdown : 100% Service

Regular Hours : 40, M-F, 7am to 6pm EST

Pay Range : $19.00 to $24.00 Hourly

Employment Type : Full-time

Exempt Status : Non-Exempt

PTO Classification : H1

Supervisory Role : No

About Us

At Astute Technology Management , we're more than just an IT services provider-we're a team of passionate professionals committed to helping small and mid-sized businesses thrive. Based in Central Ohio and growing across the Eastern U.S., we deliver smart, reliable IT solutions-from cybersecurity and network management to outsourced support. Our clients count on us because we're responsive, resourceful, and genuinely invested in their success.

Position Overview

As a Help Desk Technician , you'll be the first point of contact for our clients' end users -solving problems, sharing knowledge, and making their day easier. You'll work alongside a team that's upbeat, curious, and always ready to jump in. If you enjoy fast-paced work, take pride in helping others, and love figuring things out, this role is a great fit.

Key Responsibilities

• Serve as the first point of contact for support, responding promptly and kindly to calls and emails, and ensuring every client feels heard and supported.
• Open, document, and resolve Help Desk tickets efficiently, keeping records accurate and clients updated throughout the process.
• Gather and document incident details during first-level phone support, making sure client needs and expectations are clearly understood and communicated.
• Follow company guidelines for ticket creation and triage, updating information as needed and ensuring fair distribution of workload among the team.
• Provide expert support for mobile devices, desktops, laptops (Windows and Mac), and Microsoft 365, including installation, configuration, and troubleshooting.
• Proactively address hardware, software, network, and printing issues, and facilitate new device setups on client networks.
• Conduct and document network audits, and maintain up-to-date client infrastructure records.
• Keep clients informed about the progress of their requests and any changes or outages, ensuring transparency and trust.

Qualifications

Benefits

Ready to join a team that values your growth and puts clients first? Apply today and help us deliver exceptional IT service across the region.