Technical and Desktop Support Specialist

FBT Gibbons LLP is seeking a full-time Technical and Desktop Support Specialist for the Columbus office. In this onsite role, you will deliver second-tier help desk support to internal clients, troubleshoot a range of technical issues, and support day-to-day operations through device setup, audio-visual assistance, and structured ticketing.

Working closely with the Applications and Support teams, you will help ensure employees can use the firm’s systems effectively, from onboarding and familiarization to hardware and network troubleshooting.

Key Responsibilities

• Collaborate with members of the Applications and Support teams to resolve technical issues effectively.
• Provide second-tier help desk support via phone, desk-side assistance, and remote support.
• Set up hardware and peripherals including printers, telephones, and related equipment to keep day-to-day operations running smoothly.
• Track the distribution of laptops, printers, and mobile devices from the firm’s loaner pools while following proper procedures to protect firm assets.
• Assist with daily audio-visual setups and provide laptop and equipment checkout as requested.
• Offer expert telephone support to internal clients, troubleshooting software, hardware, and network issues until resolution or escalation.
• Log client calls, maintain accurate records, and document final solutions in the firm’s online ticketing system.
• Route incidents to the appropriate group according to established escalation procedures and provide status updates throughout the incident lifecycle.
• Support employee onboarding by familiarizing users with the firm’s computer systems, software, and phone system.
• Deliver high-quality support in a timely manner for both internal and external client needs.

Requirements

• Associate degree or equivalent from a two-year college or technical school, or an equivalent combination of education and experience.
• Knowledge of Windows 10 and Microsoft Office 365, with familiarity with or willingness to attend training on other required applications.
• Ability to lift up to 50 pounds individually and crawl under a desk to service computers.
• Ability to work on call-support on designated weekends throughout the year.
• High degree of professionalism when interacting with internal and external clients.

Technologies

• Windows 10
• Microsoft Office 365

Benefits

• Health care coverage (medical, dental, and vision)
• Life insurance
• Short- and long-term disability
• Paid parental leave
• Employee wellbeing and EAP programs
• Paid time off
• 401(k) retirement plan with employer matching and profit-sharing

Location: Columbus, OH (onsite)