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 Essential Duties & Responsibilities 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 ID (Azure AD) Provide support for Windows operating systems , ensuring devices are updated, secure, and functioning properly Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, 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 team members on troubleshooting techniques and best practices Identify recurring issues and contribute to process improvements, automation opportunities, and documentation/knowledge base development Collaborate closely with the broader IT team on projects, process improvements, and cross-functional initiatives Deliver a consistently professional, patient, and service-oriented experience to all end users Key Competencies and Minimum Education 4+ years of experience in an IT helpdesk, desktop support, or technical support role (mid-level to senior) Demonstrated ability to work independently, prioritize competing demands, and handle escalations with minimal supervision Strong working knowledge of Microsoft Entra ID (Azure AD) – user/group management, device registration, basic conditional access concepts Proficiency supporting Windows 10/11 operating systems Solid experience with Microsoft 365 administration and end-user support Experience troubleshooting Android and iOS smartphones/tablets Familiarity with remote management tools (e.g., NinjaOne, RMM platforms, Intune/screen-sharing tools) Hands-on experience with Zendesk or similar ticketing systems Understanding of basic cybersecurity concepts (phishing, malware, endpoint protection, password/MFA best practices) Proven ability to manage a high volume of tickets while maintaining quality and SLA compliance Strong troubleshooting skills for both hardware and software , in-person and remote Excellent customer service and communication skills, with the ability to explain technical issues to non-technical users Ability to work collaboratively within a larger, distributed IT team Prior experience mentoring, training, or providing technical guidance to junior/entry-level support staff Willingness/ability to occasionally adjust working hours to support East Coast, West Coast, and Canadian time zones Preferred Qualifications Relevant certifications such as BS in Computer Science or Relevant, CompTIA A+ , Microsoft 365 Certified: Fundamentals , or Microsoft Certified: Endpoint Administrator Associate Experienc