Senior Help Desk Technician

Senior Help Desk Technician role providing first-level IT support with on-site and remote assistance for Windows and macOS in a small business environment, based in New Albany, Ohio.

Responsibilities

• Handle help desk requests via phone, email, and remote support tools
• Diagnose and fix hardware and software issues on Windows and Mac systems
• Perform repairs on desktops, laptops, and peripheral devices
• Install, configure, and troubleshoot operating systems, applications, and network connectivity
• Troubleshoot basic network problems including routers, switches, wireless access points, cable modems, VLANs, VPNs, and RDP
• Assist with Office 365 support, user accounts, email, and basic cloud services
• Maintain accurate service records, ticket notes, and documentation
• Provide patient and professional technical support to end users
• Assist with system upgrades, backups, virus/malware removal, and security measures
• Escalate unresolved issues to senior technicians or appropriate departments
• Travel to client locations for on-site support and repairs as needed

Requirements

• 1–2 years of experience in IT support, help desk support, or computer repair
• Experience with Windows and macOS
• Knowledge of Office 365, networking basics, and virus/malware removal
• Experience with routers, switches, wireless access points, cable modems, VLANs, VPNs, and RDP
• Experience with servers, Active Directory, and Group Policy preferred
• Strong understanding of computer hardware, diagnostics, and repair
• Experience with operating system configuration, reloads, drivers, applications, and updates
• Strong problem-solving and communication skills
• Customer service experience and a positive attitude
• Ability to lift and carry computer equipment when needed
• Valid driver’s license and a clear driving record
• A+ certification or equivalent experience preferred

Technologies

• Windows, macOS, Office 365
• Routers, switches, wireless access points, cable modems
• VLANs, VPNs, RDP
• Active Directory, Group Policy
• Virus/malware removal

Benefits

• Referral program

Ideal Candidate

• Passionate about helping clients and solving technology problems
• Enjoys working in a small business and fast-paced environment
• Honesty, integrity, and professionalism
• Excellent written and verbal communication skills
• Positive attitude and strong work ethic
• Self-driven and highly motivated
• Willingness to learn new technologies and take on new responsibilities
• Ability to work independently and as part of a team

Experience

• IT support or computer repair: 1–2 years preferred
• Customer service: 1 year preferred
• Windows and Mac troubleshooting: 1 year preferred

Licenses and Certifications

• Valid driver’s license required
• CompTIA A+ certification preferred but not required

Job Details

• Salary: USD 45,000 - 47,500 per year
• Location: New Albany, OH 43054 (onsite)
• Work Location: In person
• Job Types: Full-time, Part-time
• Relocation: Relocate before starting work to New Albany, OH 43054 (Required)

Work Environment

This role suits someone who enjoys hands-on technical work, helping clients, and collaborating within a team where each day offers new challenges. We value professionalism, reliability, honesty, and a willingness to learn.