Job Description
Job Description
Overview:
Department: Services
Location: Columbus, Ohio
Regular Hours: 40, M-F, 7am to 6pm EST
Pay Range: $19.00 to $24.00 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 Help Desk Technician, you'll be the first point of contact 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
- Serve as the first point of contact for support, responding promptly and kindly to calls and emails, and ensuring every client feels heard and supported.
- Open, document, and resolve Help Desk tickets efficiently, keeping records accurate and clients updated throughout the process.
- Gather and document incident details during first-level phone support, making sure client needs and expectations are clearly understood and communicated.
- Follow company guidelines for ticket creation and triage, updating information as needed and ensuring fair distribution of workload among the team.
- Provide expert support for mobile devices, desktops, laptops (Windows and Mac), and Microsoft 365, including installation, configuration, and troubleshooting.
- Proactively address hardware, software, network, and printing issues, and facilitate new device setups on client networks.
- Conduct and document network audits, and maintain up-to-date client infrastructure records.
- Keep clients informed about the progress of their requests and any changes or outages, ensuring transparency and trust.
Qualifications
- Minimum 2 years' experience in Help Desk or Technical Support.
- Exemplary customer service skills and a client-first mindset.
- CompTIA A+ and Network+ (or commitment to complete within 6 months of hire).
- MTA - Operating, Networking, and Security Fundamentals (or equivalent).
- Basic network troubleshooting skills.
- Experience supporting Windows and MacOS environments.
- Strong communication, active listening, and problem-solving skills.
- Ability to multi-task, adapt quickly, and work well in a team.
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
- Financial assistance for ongoing professional development and training
- Monthly mobile phone allowance
- 15 days PTO annually (accrued) and Flex Time
- 6 paid holidays
- Free snacks and beverages onsite
Ready to join a team that values your growth and puts clients first? Apply today and help us deliver exceptional IT service across the region.