Service Desk and IT Professionals (Ohio)

Day-To-Day Duties and Responsibilities

• Provide coaching, performance reviews, and ongoing training to Tier 1 and Tier 2 staff; foster career development
• Identify opportunities to streamline troubleshooting workflows and ticket escalation processes; implement industry best practices
• Cover coordination response to critical issues and ensure timely resolution; serve as the final escalation point for complex cases
• Maintain detailed records, SOPs, and technical documentation for internal use and compliance
• Act as a liaison between support, engineering, and product teams to ensure unified service delivery
• Contribute to vendor selection and purchasing decisions for support tools, software, and IT hardware
• Monitor support analytics, generate reports, and present insights to leadership on trends and improvement areas

Preferred Qualifications

• CompTIA A+ – Foundational IT skills (ideal for Tier 1 support)
• CompTIA Network+ – Networking concepts and troubleshooting
• CompTIA Security+ – Entry-level cybersecurity fundamentals
• Microsoft Certified: Modern Desktop Administrator Associate – Desktop deployment and support
• Microsoft 365 Certified: Fundamentals or Enterprise Administrator Expert – Administration of Microsoft cloud and productivity tools
• Cisco Certified Support Technician (CCST) – Entry-level networking and cybersecurity knowledge
• Cisco Certified Network Associate (CCNA) – Intermediate networking, switching, and routing skills
• ITIL Foundation Certification – Best practices in IT service management and incident handling
• HDI Support Center Analyst (HDI-SCA) – Customer service and help desk operations
• Apple Certified Support Professional (ACSP) – macOS troubleshooting and Apple ecosystem support
• Google IT Support Professional Certificate – Foundations for IT support and operations
• VMware Certified Technical Associate (VCTA) – Virtualization knowledge for Tier 3-level troubleshooting
• Jamf Certified Associate – Apple device management and support in enterprise settings

Benefits

• Medical insurance plans
• Dental insurance
• Vision insurance
• Health savings accounts (HSA)
• Flexible spending accounts (FSA)
• Life insurance
• Short and long-term disability insurance
• Paid time off and holidays
• 401(k) with employer match