Senior Help Desk Technician

Job Description

Overview

Department: Services

Location: Columbus, Ohio

Compensation Breakdown: 100% Service

Regular Hours: 40 M–F, 7am to 6pm EST

Pay Range: $25.00 to $29.00 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 Senior Help Desk Technician, you'll be a go-to resource 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

Respond to incoming support calls and emails

Open, work, and close Help Desk tickets

Provide escalated support for Level 1 Help Desk technicians

Collaborate with Systems Engineers on client projects

Deliver advanced support for mobile devices, desktops, and laptops

Install and configure Windows and Mac operating systems

Migrate user data efficiently

Provide Microsoft 365 support and guidance

Troubleshoot hardware, software, network, and printing issues

Configure new devices on client networks

Conduct and document customer network audits

Create and maintain client infrastructure documentation

Qualifications

Minimum 4 years of technical support experience with increasing responsibility

Strong customer service background

Bachelor's degree in Information Technology preferred

Certifications: CompTIA A+, Network+, Security+

Experience resolving desktop/laptop and network issues

Proficiency with Windows 10/11, Windows Server OS, HyperV, VMWare

Skilled in Microsoft 365, SharePoint Online, Exchange Online, SQL

Comfortable interacting with clients and managing multiple tasks

Benefits

100% paid employee health care premium

100% paid employee AD&D, STD, and LTD premiums

401(k) or Roth with 4% company match (fully vested on eligibility after 90 days)

Low-cost dental and vision coverage

Monthly mobile phone allowance

PTO and Flex Time

Free snacks and beverages onsite

Full-time