Help Desk Technician

Location: Columbus, Ohio
Regular Hours: 40 per week, M-F, office open 7am to 6pm EST
Pay Range: $19.00 to $24.00 Hourly
Employment Type: Full-time
Exempt Status: Non-Exempt
PTO Classification: H1

**This position is on-site in our Columbus, Ohio office. Hybrid privilege available after 90 days of employment.

Who We Are

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.
• High School diploma or equivalent
• 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
• Client review spot bonuses

Working Conditions

• Hybrid role requiring regular office presence
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer equipment, and similar tools

Why Astute?

We're committed to your growth and well-being. You'll join a team that values your expertise, encourages learning, and celebrates success. If you're ready to make a difference for our clients and your colleagues, we'd love to meet you.

Ready to join a team that values your growth and puts clients first? Apply today and help us deliver exceptional IT services across the region.