Help Desk Technician

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.

*This is an on-site position*

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

• High school diploma or equivalent.
  
• CompTIA A+ and Network+ (or commitment to complete within 6 months of hire).
  
• MTA – Operating, Networking, and Security Fundamentals (or equivalent).
  
• Exemplary customer service skills and a client-first mindset.
  
• 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.

Details

Location: Dublin, OH

Job: Part-Time or Full-Time

Hours: 25-40, Monday through Friday

Pay Range: $19.00 Hourly

Exempt Status: Non-Exempt

Benefits
Benefits only apply to Full-Time employees who regularly work at least 38 hours per week

• 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
  
• 15 days PTO annually (accrued with H1 classification) and Flex Time
  
• 6 paid holidays
  
• Free snacks and beverages onsite (available to all employees)

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.